Adam McHugh
Customer Success Manager at Intercom- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
-
English Native or bilingual proficiency
-
French Elementary proficiency
Topline Score
Bio
Richard Bond 🏆
Adam's work ethic, positive attitude and attention to detail have been a great boon to our work at Glofox. Consistently excellent feedback from customers and his patient, caring approach made him the ideal candidate for this new position. From a sales perspective, you always feel that any Customer you've been working with will receive the VIP treatment, and the relationship you've built will be bolstered and continued. A consummate professional, I look forward to continuing working with Adam and the team to ensure future success of our new and existing customers.
LinkedIn User
I originally hired Adam for a temporary role with JUST EAT's Customer Care Team in December 2013 and was immediately impressed by his work ethic and the natural leadership abilities he displayed from the get-go. As soon as I got the opportunity, I offered Adam a permanent position on the team, quickly progressing him from this into a broader, team leader role. In his time as team lead, Adam made a huge impact on the wider Customer Care team, driving numerous process improvements from the bottom up. He also successfully managed and delivered a number of projects, often with key international stakeholders, while reporting directly into me. Adam has a clear customer focus, always doing his utmost to place the customer at the centre of all decisions he makes - a must in any customer centric support role. This attitude assisted the wider team in maintaining their #1 position across the wider JUST EAT group on metrics such as CSAT and NPS, in addition to numerous other call centre metrics. Most importantly though, Adam is a real 'people person', able to communicate and manage effectively across different levels all at once. Adam is just as comfortable on the front line, providing support to consumers, as he is presenting to the wider business. A key skill in a fast moving and constantly growing company, like JUST EAT. I have absolutely no hesitation in recommending Adam as, from experience, I know that he would immediately make a positive impact on any team.
Richard Bond 🏆
Adam's work ethic, positive attitude and attention to detail have been a great boon to our work at Glofox. Consistently excellent feedback from customers and his patient, caring approach made him the ideal candidate for this new position. From a sales perspective, you always feel that any Customer you've been working with will receive the VIP treatment, and the relationship you've built will be bolstered and continued. A consummate professional, I look forward to continuing working with Adam and the team to ensure future success of our new and existing customers.
LinkedIn User
I originally hired Adam for a temporary role with JUST EAT's Customer Care Team in December 2013 and was immediately impressed by his work ethic and the natural leadership abilities he displayed from the get-go. As soon as I got the opportunity, I offered Adam a permanent position on the team, quickly progressing him from this into a broader, team leader role. In his time as team lead, Adam made a huge impact on the wider Customer Care team, driving numerous process improvements from the bottom up. He also successfully managed and delivered a number of projects, often with key international stakeholders, while reporting directly into me. Adam has a clear customer focus, always doing his utmost to place the customer at the centre of all decisions he makes - a must in any customer centric support role. This attitude assisted the wider team in maintaining their #1 position across the wider JUST EAT group on metrics such as CSAT and NPS, in addition to numerous other call centre metrics. Most importantly though, Adam is a real 'people person', able to communicate and manage effectively across different levels all at once. Adam is just as comfortable on the front line, providing support to consumers, as he is presenting to the wider business. A key skill in a fast moving and constantly growing company, like JUST EAT. I have absolutely no hesitation in recommending Adam as, from experience, I know that he would immediately make a positive impact on any team.
Richard Bond 🏆
Adam's work ethic, positive attitude and attention to detail have been a great boon to our work at Glofox. Consistently excellent feedback from customers and his patient, caring approach made him the ideal candidate for this new position. From a sales perspective, you always feel that any Customer you've been working with will receive the VIP treatment, and the relationship you've built will be bolstered and continued. A consummate professional, I look forward to continuing working with Adam and the team to ensure future success of our new and existing customers.
LinkedIn User
I originally hired Adam for a temporary role with JUST EAT's Customer Care Team in December 2013 and was immediately impressed by his work ethic and the natural leadership abilities he displayed from the get-go. As soon as I got the opportunity, I offered Adam a permanent position on the team, quickly progressing him from this into a broader, team leader role. In his time as team lead, Adam made a huge impact on the wider Customer Care team, driving numerous process improvements from the bottom up. He also successfully managed and delivered a number of projects, often with key international stakeholders, while reporting directly into me. Adam has a clear customer focus, always doing his utmost to place the customer at the centre of all decisions he makes - a must in any customer centric support role. This attitude assisted the wider team in maintaining their #1 position across the wider JUST EAT group on metrics such as CSAT and NPS, in addition to numerous other call centre metrics. Most importantly though, Adam is a real 'people person', able to communicate and manage effectively across different levels all at once. Adam is just as comfortable on the front line, providing support to consumers, as he is presenting to the wider business. A key skill in a fast moving and constantly growing company, like JUST EAT. I have absolutely no hesitation in recommending Adam as, from experience, I know that he would immediately make a positive impact on any team.
Richard Bond 🏆
Adam's work ethic, positive attitude and attention to detail have been a great boon to our work at Glofox. Consistently excellent feedback from customers and his patient, caring approach made him the ideal candidate for this new position. From a sales perspective, you always feel that any Customer you've been working with will receive the VIP treatment, and the relationship you've built will be bolstered and continued. A consummate professional, I look forward to continuing working with Adam and the team to ensure future success of our new and existing customers.
LinkedIn User
I originally hired Adam for a temporary role with JUST EAT's Customer Care Team in December 2013 and was immediately impressed by his work ethic and the natural leadership abilities he displayed from the get-go. As soon as I got the opportunity, I offered Adam a permanent position on the team, quickly progressing him from this into a broader, team leader role. In his time as team lead, Adam made a huge impact on the wider Customer Care team, driving numerous process improvements from the bottom up. He also successfully managed and delivered a number of projects, often with key international stakeholders, while reporting directly into me. Adam has a clear customer focus, always doing his utmost to place the customer at the centre of all decisions he makes - a must in any customer centric support role. This attitude assisted the wider team in maintaining their #1 position across the wider JUST EAT group on metrics such as CSAT and NPS, in addition to numerous other call centre metrics. Most importantly though, Adam is a real 'people person', able to communicate and manage effectively across different levels all at once. Adam is just as comfortable on the front line, providing support to consumers, as he is presenting to the wider business. A key skill in a fast moving and constantly growing company, like JUST EAT. I have absolutely no hesitation in recommending Adam as, from experience, I know that he would immediately make a positive impact on any team.
Experience
-
Intercom
-
United States
-
Software Development
-
700 & Above Employee
-
Customer Success Manager
-
Jul 2023 - Present
-
-
-
ABC Glofox
-
Ireland
-
Wellness and Fitness Services
-
1 - 100 Employee
-
Key Account Manager, EMEA
-
May 2019 - Jul 2023
With the growth of Glofox came the opportunity to work with our Enterprise customers, as I stepped into the role of Key Account Manager. My primary responsibilities were:- Chiefly responsible for ongoing relationship management of Enterprise and other high growth accounts within EMEA.- Managing multi-tiered customer relationships including Execs, Operations and Marketing teams.- Act as a consultant for our Enterprise Sales Team on implementation and best practises.- Act as an escalation point for Key Accounts. - Lead on contract renewals for my accounts. - Deliver on upsell metrics across my portfolio of accounts. - Arrange and host strategic Business Reviews. - Design and deliver training plans both internally and externally. - Work cross-collaboratively on implementation plans for new customers migrating from other platforms. - Onboard new members of staff to the Enterprise Onboarding Team. Show less
-
-
Senior Customer Success Manager
-
Jun 2017 - May 2019
After eight months with the company, I moved away from the Support Team entirely and was tasked with leading the Customer Success function, becoming Glofox's first Senior CSM in the process. My main roles and responsibilities include:- Managing a portfolio of 250+ clients predominantly across the US, Ireland, Asia & the UK.- Hosting live, interactive training webinars for our customers, along with recording webinar content to encourage self-serve.
-
-
Customer Success Manager
-
Nov 2016 - Jun 2017
In November 2016, I departed JUST EAT to join Glofox; a rapidly growing SaaS start-up providing business management software for gyms & fitness studios.Due to the size of the team - which was approximately ten employees - my role was initially split between Support & Success.
-
-
-
Just Eat Takeaway.com
-
Netherlands
-
Software Development
-
700 & Above Employee
-
Customer Care Manager
-
Aug 2015 - Oct 2016
In August 2015 I was promoted to Customer Care Manager, whereby I assumed overall responsibility for the contact centre. In addition to the responsibilities which carried over from my previous role, my new ones included:- Hiring staff members in accordance with business needs.- Ensuring JUST EAT Ireland maintain our position as #1 in the JUST EAT Group on all of our key metrics. - Continue to provide world-class Customer Service, through innovation.- Weekly 1:1 meetings with members of my team.- JIRA management & weekly meetings with our Technical Department to troubleshoot issues.- Liaising closely with the Operations, Sales & Marketing Departments.- Managing the JUST EAT social media pages after hours & during weekends. Show less
-
-
Customer Care Team Leader
-
Dec 2014 - Aug 2015
Having previously familiarised myself with the role on an interim basis in the months prior, I was officially promoted to Customer Care Team Leader in December 2014.During my time in this particular role, myself and the Management Team were involved in rolling out & implementing new software such as Adyen, a new Payment Service Provider; and Zendesk, a new Customer Relationship Management system. We were also the first country in the JUST EAT Group to trial and roll out a cloud-based telephony system. This flexibility allowed us to offer our employees unique benefits such as 'work from home' shifts.My main roles & responsibilities included:- Managing the contact centre.- Training new staff members.- Processing payroll on a monthly basis.- Managing the staff roster on a weekly/bi-weekly basis.- Dealing with escalations.- Delegating effectively & efficiently.- Ensuring all agents were meeting and exceeding their individual Key Performance Indicators. Show less
-
-
Customer Care Agent
-
Dec 2013 - Dec 2014
I initially joined JUST EAT as a Customer Care Agent in December 2013.My main roles & responsibilities included:- Answering queries from our customers & restaurants via phone & Live Chat service simultaneously.- Striving to hit & exceed my Key Performance Indicators such as AHT, CSAT.- Dealing with email complaints.
-
-
Education
-
Plunket College, Whitehall
Leaving Certificate
Community
