Senior Director, Customer Care / Client Services EMEA
Q3 2011 - Q2 2014
Working across EMEA leading the Citrix SaaS Customer Care (aka Customer Success or Client Services) team. Striving to achieve the highest possible customer satisfaction, retention and growth within our base by maximising our customers’ success through our 12 products across multiple channels.
Held responsibility for all EMEA retention worth >£33m revenue p.a. across >21k customers through multiple sales and support channels and achieving an average of 91% retention rate.
Created a process and series of campaigns that generated an average of £430k per month cross and up sell wins from a set of products whose average seat per month cost was £13.
Grew a customer services team from 4 to 28 people across 5 EMEA locations.
Drove the team strategically and tactically to meet the regional and global targets of retention, growth and customer satisfaction.
Managed costs of delivery within budget across EMEA, ensuring the tool set was utilised where ever possible to minimise travel impact.
Carried out customer visits once a week via webcam and f2f, both personally and with team members and fed back findings at executive level.
Created the process and data snapshot for customer account planning across multiple segments with focus on the top 60 global accounts worth >£4m.
Operated as the final EMEA escalation point for customer issues and renewal opportunities across >5000 large customers worth > £23m.
Worked across multiple Citrix SaaS functions inc. Sales, Ops, Marketing & Finance to ensure strong working relationships and team work, despite disparate objectives.
Drove growth, on-boarding, adoption and usage across all EMEA customers, allowing for specific customer marketplaces and business environments.
Forecasted and reported on a weekly basis using factually based, in-house and personally developed forecasting systems that historically were >96% accurate on a quarterly cycle. .
Collaborated with cross functional business Directors and VPs to run the EMEA Citrix SaaS organisation including recruitment, development, assessment, training, management and motivation of all Care / Client Services team members across EMEA.