Experience

• 

  Clarivate

  • United Kingdom

  • Manager, Customer Success EMEA

    • May 2019 - Present
    • United Kingdom

    Customer Success Professional with experience of working with key accounts at all stages of the customer journey to optimise use of systems throughout selection, implementation, adoption and use • Trusted Adviser to key accounts on optimising usage of enterprise Higher Education software• Define and execute Customer Success strategy for EMEA region, including level of effort across customer segments, products and locations, engagement strategies and activities, and budget and staffing needs• Drive the EMEA Customer Success team towards working at scale: develop and refine retention methodologies across products and at scale• Consult and advise with customers on complex system architecture, topologies and workflows• Manage regular internal communication around performance, trends, efforts, and needs in the region; liaise with Support, Sales, Product Management, Professional and Onboarding Services and executives to deliver solutions for the region• Hire and manage team members across EMEA, tracking progress on goals and KPIs, coaching towards deeper expertise and encouraging further professional development

• 

  Ex Libris

  • United Kingdom

  • PreSales Solution Expert

    • Feb 2016 - Present
    • United Kingdom

    • Consult and advise with customers and prospects on complex system architecture, topologies and workflows• Subject Matter Expert for prospects across EMEA throughout sales cycle for complex system implementations• Visit customer and prospect sites across EMEA to discuss system requirements and demonstrate Ex Libris products such as Alma, Primo, Leganto, Summon, Rosetta• Write tender responses for complex system implementations and manage contributions from across Ex Libris (EMEA and internationally) for tender responses; responsible for tender submissions• Work closely with Product Management to qualify and meet customer requirements• Member of cross-EMEA Pre-Sales and Proposals teams

• 

  Sheffield Hallam University

  • Adsetts Building, Sheffield Hallam University, Sheffield

  • Head of Library and Student Support Services Systems

    • Oct 2012 - Jan 2016
    • Adsetts Building, Sheffield Hallam University, Sheffield

    • Managed Library Systems Team for large university (4 FTE) – responsible for job specifications, hiring and staff development• Responsible for systems strategy for Library and Student Support Services• Managed library management system - formerly Millennium, Alma since July 2015, managed Library Search (Primo, previously Summon), Library Gateway website, technical support for Talis Aspire • Managed self-service circulation equipment in 2 24/7 libraries

• 

  OCLC PICA

  • Application Services Consultant

    • Aug 2006 - Oct 2012

    • Project managed library system implementations• Wrote product documentation• Designed and delivered customer training on systems• Customer relationship management • Worked as part of multiple international teams with colleagues at all levels • Frequent travel and customer contact, nationally and internationally