I have led and managed a pan-European team caring for more than 20,000 SaaS customers worth more than £30m across twelve different products. This has allowed me to understand the intricacies involved in a successful SaaS customer care business.

 

From building a small local team to a multi-country, multi-language operation, to understanding the customer needs and driving changes in the business to meet those needs, I am able to advise and support a customer care team that puts the customer first. This is balanced with a successful outcome for the organisation demonstrated by the highest possible retention rates.

 

I am able to support your organisation as an Interim Manager through any of the following areas:

 

  • Customer Services Strategy definition

  • Creating a Customer Services team from the start

  • Growing a Customer Services team

  • Scaling a Customer Services team through customer segmentation and work effort

  • Customer Services Process Analysis

  • Customer Services Workflow and Interaction

  • Customer Services Roles & Responsibility Definition

  • Customer Services Training and Development

  • Customer Services Leadership or Management Maternity or Sickness Cover

  • Interview support for Customer Services Management and team members

 

To meet your business requirements I could be available to work for as short or as long a period as suits you and your timeframe. Do not hesitate to contact me if these services are of interest to you. It is not unusual for me to be working with several customers at a time on contracted days.

SaaS Customer Services
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Hampshire Chamber of Commerce
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Institute of Interim Management