Experience

FD Intelligence

• United Kingdom
• Software Development
• 1 - 100 Employee

• Chief Operating Officer

  • May 2023 - Present

  I am absolutely delighted to bring my many years of RPA and leadership experience to such an exciting and growing company as FD Intelligence. We are transforming the Accountancy and Hospitality sectors with Intelligent Automation, providing specialized expert services that can deliver quicker and at higher quality then anyone else. My current focus is to industrialize everything we do to make sure we can scale well and that our customers and our people remain happy as we scale. I am absolutely delighted to bring my many years of RPA and leadership experience to such an exciting and growing company as FD Intelligence. We are transforming the Accountancy and Hospitality sectors with Intelligent Automation, providing specialized expert services that can deliver quicker and at higher quality then anyone else. My current focus is to industrialize everything we do to make sure we can scale well and that our customers and our people remain happy as we scale.



DD Strategic Advisory

• United Kingdom

• Company Director

  • 2023 - May 2023

  Providing strategic advisory, leadership, and customer engagement insights to start-up software and service companies. Providing strategic advisory, leadership, and customer engagement insights to start-up software and service companies.



SS&C Blue Prism

• United States
• Software Development
• 700 & Above Employee

• Director, Head of Professional Services, EMEA

  • Jun 2020 - Sep 2022

  I was very proud to lead the most experienced RPA organisation in the world providing services tailored to guide our customers through the challenges of building an enterprise intelligent automation capability. I took over a failing service team with extremely low billable utilization, revenue, and employee satisfaction results and through close collaborations and a change of strategy we totally turned the organization around.

• Director, Head of Customer Success, EMEA

  • Jun 2019 - Jun 2020

  After collaborating with my CCO executive to create and recruit the Blue Prism Customer Success team in 2018 I took over full leadership of the team in 2019. Starting from scratch we recruited high quality RPA and Customer Success professionals and set up the playbooks, systems, data reserviours, and strategies to engage with more of our customers on a more meaningful level.I am passionate about Customer Success and see it as fundamental to better customer engagement, freeing up sales people to sell and ensuring high renewal and customer satisfaction rates.We beat all the upsell, retention, and customer satisfaction targets that were set for us. Show less

• Customer Success Director

  • May 2018 - Jun 2019

  To create customers for life, you must first play a part in their success!I was the first employee recruited into the Blue Prism customer success team, working with my executive to agree our first success strategy and to build and mentor the team.We built a team with a blend of RPA and Customer Success expertise and initially targeted helping Blue Prism's strategic customers to increase the speed and scale of their success.

• Professional Services Lead and Robotic Operating Model (ROM) Architect

  • May 2012 - May 2018

  As a Professional Services Lead I managed key initiatives such as the creation of our consultancy footprint in USA and and the creation of Partner onboarding and enablement methodologies. I led the delivery of the most important projects and mentored new consultants.As the foremost RPA leader in my field, I was the first Blue Prism consultant to lead the delivery of Blue Prism's Robotic Operating Model (ROM) into enterprise customers and was constantly involved in its creation and evolution since it's early days. The models and policies around a process automation platform are vital to its successful implementation. Show less

• Senior Product Consultant

  • Aug 2005 - May 2012

  As one of the first employees at Blue Prism I played a major part in the successes of our early customer projects and helping to improve the product with lessons from our customer experiences. I am very proud of what we achieved at Blue Prism on top of the foundations of those early days.The role included requirements engineering, solution design, training content creation and provision, mentoring multiple RPA roles through first delivery, implementation, sales support and presentations, Project Management and leadership, security auditing, partner enablement, teaching. Show less



MICROS Systems UK Limited

• United Kingdom
• IT Services and IT Consulting
• 100 - 200 Employee

• Retail Consultant

  • Mar 2003 - Jun 2005

  Requirements Engineering, Solution Design, Client relationship management. In my last 12 months at Torex I provided £100k of consultancy services into our retail customers and brought in £250k of new business. Requirements Engineering, Solution Design, Client relationship management. In my last 12 months at Torex I provided £100k of consultancy services into our retail customers and brought in £250k of new business.



Alphameric

• Software Development
• 1 - 100 Employee

• Analyst Programmer

  • Mar 2000 - Mar 2003

  Programming, Software Design, customer support Programming, Software Design, customer support



Pennine Computer Services

• Programmer

  • Jun 1998 - Mar 2000

  Programming, customer support Programming, customer support



Friends Provident

• United Kingdom
• Financial Services
• 400 - 500 Employee

• Customer Services Casehandler

  • Aug 1996 - Jun 1998

  Customer support. Customer support.