Experience

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  Splunk

  • United States
  • Software Development
  • 700 & Above Employee

  • Senior Director, Customer Support

    • Apr 2022 - May 2023

    Led the Support & TAM functions, oversaw teams in the UK, Poland and Bangalore for all products, including SaaS Cloud. Identified and implemented enhancements to service delivery and customer experience. Served as Executive Sponsor for global programs. Transformed an underperforming department into an enterprise-level service. Prioritised KPIs, set concrete objectives, implemented customer-focused processes, and hired top talent. Grew the team from 7 to 100+ engineers. Reduced P1 case MTTR (Mean Time to Resolve) from 3 days to 15 hours.Created a persuasive business case that convinced the Global VP of the need for a dedicated Public Sector Security-cleared team. Collaborated with the existing team, security-cleared individuals, and devised new processes. Safeguarded revenue and contributed to the growth of $80M ARR.Globally restructured to prioritise product skills, enabled all support cases to go to an expert, and met response targets. Reframed goals as "What's in it for me?" statements to promote employee buy-in. Created new teams by modelling capacity, assessing skills and listening to employee preferences.Built a global Incident Commander program to address the surge in weekend customer outages. Brought in external IC consultants to train leaders. Hired subject matter experts and leveraged their knowledge to devise repeatable processes and metrics that increased incident CSAT by 21%.Recruited 30 engineers and 2 managers in Krakow to mitigate location risks and optimise headcount budget. Sourced strong candidates through local network and completed interviews over 2 days to minimise travel. Engineers became proficient and consistently met KPIs within 9 months.Utilised customer feedback from DSAT surveys and designed appropriate programs to address the underlying causes of dissatisfaction, for example, time to install custom apps on Splunk Cloud. As a result, increased CSAT from 82% to 93%.

  • Director, Customer Support and Technical Account Management

    • Apr 2015 - Apr 2022

    As above, led the Technical Support and Technical Account Management functions in EMEA, overseeing support teams in the UK, Poland and Bangalore for all Splunk products, including Splunk Cloud. Accountable for all Customer Support functions in EMEA:+ Building Successful Teams+ Customer Escalations / Customer Satisfaction+ Created and led the Technical Account Management Team, (TAM) + Continuous Process Improvement / Managing Change in a Dynamic Organisation+ Promoting Knowledge Sharing and Collaboration+ Change Management

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  Epicor Software Corporation (Formerly Solarsoft...

  • Bracknell, UK

  • Director, Support, Managed Services, TAM and Enablement

    • Aug 2012 - Mar 2015
    • Bracknell, UK

    Managed $5M of support revenue, $2.4M of facilities management and $1M of professional services. Led 24x7 Service Desk, Managed Services and Support teams (ERP, fintech and Shop Floor Control & BI)Outsourced the 24/7 Service Desk to Budapest. Collaborated with local Talent Acquisition to hire...

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  Sage

  • United Kingdom
  • Software Development
  • 700 & Above Employee

  • Senior Support Manager

    • Apr 2010 - Jun 2012

    Headed the EMEA ERP, Sage Pay (fintech) and CRM customer support department, 50 people and £4m of recurring maintenance revenue.Transformed the department, cross-trained consultants to become multi-skilled engineers aligned with specific market segments. Strengthened customer relationships and achieved a CSAT increase from 4.3 to 4.6.Implemented additional self-service options and rolled out KCS via small groups (waves), each wave being coached and supported by previous waves. The outcome was a 30% reduction in cost per case.Collaborated closely with dissatisfied customers and incorporated their feedback to implement meaningful changes. Achieved a 36% decrease in complaint costs from FY11 to FY12.

  • SalesLogix (CRM) Support Manager

    • Nov 2004 - May 2010

    Manage the SalesLogix support team and support incident escalations. Work with customers, business partners and Sage US to deliver software fixes to SLAs. Analyse customer feedback and call statistics with the other team leaders to improve Sage procedures and the service to our customers.