Client Success Director

• Feb 2022 - Present

Client Success Manager

• Sep 2020 - Present

At MASS we specialise in the development, integration and distribution of industry-leading computer-based business management software, in both the UK and International markets.Our client users include facilities, property and estates managers, design professionals and project managers. MASS'​ services encompass all aspects of the property and building environment from project bidding to design, the build and maintenance of buildings, through to Facilities Management.Mass is the leading ARCHIBUS implementation specialists for UK, Denmark, Sweden and Norway. Archibus is 'The World's Most Trusted' Integrated Workplace Management System.

Head of Business Development, Services

• Sep 2018 - Jul 2020

• A strategic and hands on role in a dynamic fast-paced environment.• Working with global product vendors to manage and enhance their training routes to market through channel partners and distributors.• KnowledgePoint successfully runs some of the largest and fastest growing channels across Europe, maintaining strong relationships with partners of all profiles, and working closely with them to maximise their profitability.www.knowledgepoint.co.uk/serviceswww.knowlegepoint.co.uk/mylivebook

Global Head Of Customer Training

• Jun 2017 - Aug 2018

• Lead the training department of a leading broadcast media technology provider focused on software and hardware product development and provision to leading broadcast companies around the world.• Consolidated merged-company methods and processes, as well as independently delivered training, into a cohesive global training business focussed on the success of technology implementation at leading broadcasters• Derived and implemented Key Performance Indicators for reporting and forecasting• Repurposed the sale-to-invoice process to ensure delivery and income alignment, resulting in a 10% income growth 2016-2017 and 40% growth ytd 2017-2018• Established a product development roadmap and training-product price book• Increased scalability by growing pool of freelancer trainers to supplement staff delivery• Developed training needs analysis and skills framework for service and support staff

Skills, knowledge and training business consultant

• Jan 2017 - Jun 2017

• Working with a public sector, incubated start-up focussed on emergency utilities supply chain provision in a regulated environment.• Developed a skills and knowledge plan for a public-sector start-up focused on emergency utilities supply chain in a regulated environment across diverse suppliers and customers• Development of a full project plan• Establishment of ways of working across multiple diverse suppliers and customers• Identify skills, knowledge and organisation requirements within the incubated and wider business

Head of Customer Training

• Oct 2012 - Oct 2016

AQA is a leading provider of qualifications and support services for teachers and students.• Responsibility for the multi-million pound income, customer satisfaction and profitability of two key lines of business: one supporting the teaching of AQA qualifications products; the other (CPD) developing teaching skills and expertise across Primary and Secondary phases being the largest UK provider of CPD events in the education sector.• Removed fixed-cost through restructure, balancing customer demand with profitability• Established 5-year strategic roadmaps per division, plus annual strategic marketing plans• Turned the loss-making CPD business to profit in year one with further annual increases• Created central services/operations department to support the separate business divisions• Introduced P&L responsibility at curriculum-manager level• Created Key Performance Indicators and financial model for budget creation / forecasting• Trebled attendance to 45,000 delegates per year to support new product introduction• Implemented customer satisfaction measurement beyond event-satisfaction through surveys• Led response to, and actioned outcomes from, regulatory changes to conditions for events• Introduced a strategy of growth through partnership• Led the training division engagement in projects such as CRM implementation, Training Management System replacement and International program (start-up with a partner)

Training Business Manager - IBM Software Group UK&Ireland

• Feb 2011 - Oct 2012

• Responsible for revenue, profit, forecasting and quality of delivery; and for the integration of acquired-company training departments• Delivered growth on £8m turnover of 5% per year and grew margin from 15% to 20%• Restructured team of 40 managers, instructors, curriculum managers, operations and finance; and alignment of 100+ associate trainers and 40+ business partners• Achieved 20% growth of reseller income, through Channel managers and Partner teams• Wider leadership e.g. sales, partners; engagement at EMEA and WW levels across products• Implemented global-first model to sell and deliver ‘IBM Training’ entirely through partners

Training Manager - Operations and Channel - IBM Software Group UK&Ireland

• Apr 2010 - Feb 2011

• Created the scope of this new role responsible for all operations for the £12m training business across SWG and STG, through a team of 12 operations and finance professionals• Secured the role as a strategic move, to enable a future move to SWG Training Business Manager• Integrated an internally-outsourced team, to better understand strengths, weaknesses, activities and costs• Removed 10% fixed cost from the business, downsizing the team whilst retaining service levels• Grew the reseller business by recruiting 40% new resellers, generating £1m of income

Director

• Nov 2009 - Oct 2012

CEdMA is the premier organisation for training executives, managers, and professionals on a management path in technology companies. We share a passion for impacting business metrics with high-quality training on technology products.• Elected board member for 3 year term, helping to shape the direction of the organisation as well as planning conference and event content for members.http://www.cedma.org/cedma-europe CEdMA is the premier organisation for training executives, managers, and professionals on a management path in technology companies. We share a passion for impacting business metrics with high-quality training on technology products.• Elected board member for 3 year term, helping to shape the direction of the organisation as well as planning conference and event content for members.http://www.cedma.org/cedma-europe

Training Business Manager

• Jan 2006 - Apr 2010

• Invited to this new role by the WW STG Training Executive and the UKI STG Technical Director to own revenue, profit, forecasting and quality of delivery • Led a team of 15 people (curriculum managers, instructors, marketing, reseller sales). I integrated a team from IBM Technical Education Services with my previous team• Increased income from £3m to £4m in the first two years, increased margin by 8 points in the next two years• Delivered cost reductions projects including: introduced a single delivery partner (changed resourcing activities and instructor resources from high fixed cost to lower variable cost, and training centre from £1.7m fixed cost to £900k variable cost); moved outsourced Curriculum Management tasks (high cost, part of a total service solution) into my own team (lower cost, more visibility)• Performed leadership roles outside the team: mentoring and coaching new training managers in South Africa, Nordics and Germany, sales and technical teams; resellers; delivery partners• Identified and led a project to achieve the status of Accredited Training Provider with LPI• Managed the skills requirements of a sales/pre-sales team of 300 professionals and senior managers• Managed program under cost-budget and over delivery-day target• Achieved Membership of BCS as Chartered IT Professional

Technical Training Manager

• Jul 2000 - Jan 2006

• Responsible for the development of sales and technical pre-sales staff internally and within business partners.• Collaborate with pre-sales, sales, technical support up to senior management; Business Partners(BP), Independent Software Vendors, System Integrators; identify and address skills gaps• Led team of instructors/developers to produce a program of delivery• Deliver program within budget, overachieve cost recovery and delegate-day target (4000)• Manage all aspects of annual conference for internal and BP technical specialists• Manage content for annual World-wide and European sales conferences• Manage program of competitive workshops to transition clients to IBM platforms• Manage product Certification program for Sales and Technical specialists

Technical Training Manager

• Sep 1998 - Jul 2000

• Responsible for the development of internal and third party technical support engineers.• Performed Training Needs Analysis, developed education programs and managed delivery• Instigated, designed, and managed delivery of Enhanced Communication Skills training• Introduced technical “Fast Track” education program for new IT professionals

Hardware Support Specialist – post sales support

• Mar 1995 - Sep 1998

• Owned a new product suite, developed and delivered training to internal and third party engineers• Took responsibility for the call desk, coaching new hires, improving process, managing rotas• Promoted from junior call desk role to Hardware Support Specialist within 18 months