Product Manager | Customer Success Team Lead, EMEA

• Jul 2023 - Present

Hybrid role leading Clio's product strategy and execution in the UK and EMEA region & continuing to support our Customer Success function during leadership transition

Interim Head of Customer Success, EMEA

• Apr 2023 - Jul 2023

• Led Clio’s Customer Success function in EMEA on an interim basis, reporting directly to VP of Customer Success • Part of the hiring team for position replacement • Supported team of 10 ICs across Data migrations, Onboarding, Support, Account management, and 1 Team lead • Reported to wider EMEA team on monthly metrics during MBRs • Set quarterly OKRs for EMEA CS team

Team Lead, Customer Success EMEA

• Jan 2022 - Jul 2023

• Hiring, coaching, and retaining Clio's EMEA Customer Success teams with a focus on Data Migrations and Support • Assist in implementing and analysing key metrics and OKRs and delivering strategies to improve service levels • Provide weekly performance metrics to the team & leadership • Partner with the Sr Manager, CS to drive & implement operational initiatives on an ongoing basis • Resolving escalated customer issues & working with my teams to identify root causes to reduce… Show more • Hiring, coaching, and retaining Clio's EMEA Customer Success teams with a focus on Data Migrations and Support • Assist in implementing and analysing key metrics and OKRs and delivering strategies to improve service levels • Provide weekly performance metrics to the team & leadership • Partner with the Sr Manager, CS to drive & implement operational initiatives on an ongoing basis • Resolving escalated customer issues & working with my teams to identify root causes to reduce escalations • Assist with workforce planning and management • Partner with global Success teams to ensure the international team is aligned with objectives • Collaborating with cross-functional leaders on initiatives and determining risks • Partner with Sr Manager to maximise international customer renewals and upsell opportunities • Project managing the onboarding of our largest EMEA Customers to ensure they successfully implement Clio into their firms

Intermediate Customer Success & Data Migrations Specialist

• Jan 2021 - Dec 2021

Customer Success & Data Migrations Specialist

• Jan 2020 - Dec 2020

Customer onboarding: • Managing multiple client cases at a time with strict observance of associated tasks and deadlines • Conducting Strategy and Training sessions to set customers up for success and ensure adoption of Clio products • Methodically troubleshoot customer issues and coordinate resolutions across Clio departments. Data Migrations: • Leading our EMEA Data migrations team to incorporate a smooth transition for customers from various sources using Excel, Json, SQL,… Show more Customer onboarding: • Managing multiple client cases at a time with strict observance of associated tasks and deadlines • Conducting Strategy and Training sessions to set customers up for success and ensure adoption of Clio products • Methodically troubleshoot customer issues and coordinate resolutions across Clio departments. Data Migrations: • Leading our EMEA Data migrations team to incorporate a smooth transition for customers from various sources using Excel, Json, SQL, and Python.

Account Executive

• Jun 2019 - Dec 2019

Sitemates first EMEA hire, I was responsible for the end to end sales cycle • SDR - Outbound cold calling prospects to qualify leads and schedule demo's • AE - Demoing, closing opportunities and handing off to Customer success team Sitemates first EMEA hire, I was responsible for the end to end sales cycle • SDR - Outbound cold calling prospects to qualify leads and schedule demo's • AE - Demoing, closing opportunities and handing off to Customer success team

Finance Intern (Co-op)

• Jan 2018 - Aug 2018

International internship as part of University of Limerick Co-op program • Data entry for accounts receivable team • Led initiative to transition vendors to ACH payments • Completing account reconciliations and submitting for approval to Sr. Financial Analyst International internship as part of University of Limerick Co-op program • Data entry for accounts receivable team • Led initiative to transition vendors to ACH payments • Completing account reconciliations and submitting for approval to Sr. Financial Analyst

Technical Support Advisor

• Jun 2016 - Jun 2017

• Supporting Apple customers with technical issues, bug troubleshooting, and reporting across Apple handheld devices • Supporting Apple customers with technical issues, bug troubleshooting, and reporting across Apple handheld devices

Customer Service Representative

• Oct 2014 - Jun 2016

Night Shift Manager

• Jan 2013 - Aug 2014

• Responsible for the running of the shop from the hours of 23:00-06:00 • Signing in and quality assurance of stock deliveries • Responsible for the running of the shop from the hours of 23:00-06:00 • Signing in and quality assurance of stock deliveries