Experience

Volt Active Data

• United States
• Software Development
• 1 - 100 Employee

• Vice President Pre-Sales and Customer Success

  • Nov 2022 - Present

  Volt provides the highest performance and most scalable ACID compliant database in the market. Volt enables the realtime economy for some of the worlds largest telecoms company's and web businesses. Volt provides the highest performance and most scalable ACID compliant database in the market. Volt enables the realtime economy for some of the worlds largest telecoms company's and web businesses.



Cloudera

• United States
• Software Development
• 700 & Above Employee

• Senior Director, WW Customer Success

  • Sep 2021 - Oct 2022

  Sep 2021 – Present (1 yr 1 mo)I run and lead Cloudera's global Customer Success organisation driving successful value lead outcomes for our customers on public (PaaS/SaaS) and private cloud.A key aspect of the role the last 18 months has been driving a program to drive adoption of CDP (Cloudera's latest release). This is a cross functional effort working with product management, engineering, sales and support. I ran the team that managed our Customer Experience program using this to measure and improve customer experience/satisfaction across key functions in Cloudera.

• Director, WW Customer Success

  • Mar 2020 - Sep 2021

  I took on the global role under the VP of Customer Success and Support. I took on the day to day leadership of the team. The team continued to perform well despite the very challenging times presented by the pandemic. The strategic team transitioned to a focus on CDP Adoption and ensuring customers could move successfully to CDP (Cloudera's latest version of their enterprise data platform) Adoption. I played a key role in accelerated adoption of CDP across the customer base using data and feedback to remove roadblocks to adoption.In this period I led a change to build a comprehensive public cloud onboarding program which focused not only technical provisioning but also what was needed to drive the customer towards their goals and ultimately to consumption.I this year I also ran the Customer Experience tools program, we implemented a new tool chain to capture customer feedback starting from support transactions and moving across other functions (product, upgrade and workshop experience), this helped us better understand our customers experience and target efforts to improve them.

• International Leader Customer Success

  • Jan 2019 - Mar 2020

  I led our international Customer Success team which included CSMs in EMEA and APAC. A key focus was to initially build the team and develop it into a capability to drive and improve customer experiences across Cloudera's top customers.At the start of this period I was given recognition by the VP of Customer Success and CRO and award CSM of the Year. I attended the Cloudera Club event which rewards high performers in Hawaii. This was a major achievement and career highlight.

• Manager - Strategic Customer Success

  • Jun 2018 - Jan 2019

  I took on the role of running the team during a period leadership transition. I focused on keeping the team aligned and focused around customer needs until a new leader was in place. This prevented attrition and ensured customer needs were met during this time.

• Senior Technical Customer Success Manager

  • Nov 2017 - Jun 2018

  This was recognition of my attainment and impact on the business. My role ultimately didn't change but it was great to receive a promotion in recognition of my impact.

• Technical Customer Success Manager

  • Sep 2015 - Nov 2017

  I transitioned from support to Cloudera's nascent Customer Success team to build a capability to be at the forefront of customer needs engaging in service reviews, business reviews, executive escalations and advisory work with customers. I was highly successful in this role with all of my customers growing significantly (30-40%) in partnership with professional services, support and sales to drive outcomes with customers.I received spot bonuses and recognition from sales colleagues on my impact with customers.

• Manager, Global Support

  • Nov 2013 - Sep 2015

  I ran our EMEA and India support teams at Cloudera. We attained the highest performance for CSAT, generally 9/10 for customer feedback. We also had the greatest performance per team member satisfactorily closing 50% more cases per employee than target. I built the team more or less from scratch playing a key role in focusing the team on customer outcomes and nurturing a highly collaborative environment. As the business was still young my role covered not only team leadership but also escalation management and VoC follow-up. This was a demanding role but one I held down successfully.

• Customer Operations Engineer

  • Mar 2013 - Nov 2013

  I was one of the first support engineers to join our EMEA team. This was a demanding but interesting period. I learned a great deal about how to effectively interact with customers and drive resolution with complex issues. This sharpened my customer service knowledge and skills. I quickly assumed a team leadership role which transitioned into full time manageme



DataSift

• United Kingdom
• Software Development
• 1 - 100 Employee

• Senior Hadoop Developer

  • Apr 2012 - Mar 2013

  DataSift provide a platform that enables organisations to make Social Media data integral to their planning and decision-making processes. Members of organizations at all levels will have access to easy-to-use tools for capturing, analyzing and acting on real-time social data. I work on the design and development of platforms to store and analyze Social Media data using Hadoop. DataSift provide a platform that enables organisations to make Social Media data integral to their planning and decision-making processes. Members of organizations at all levels will have access to easy-to-use tools for capturing, analyzing and acting on real-time social data. I work on the design and development of platforms to store and analyze Social Media data using Hadoop.



T-Mobile

• United States
• Telecommunications
• 700 & Above Employee

• Senior Designer (Contract)

  • Nov 2008 - Mar 2012

  I implemented a solution for large-scale data analytics using Hadoop. I architected designed and developed the solution to collect log files from T-Mobile web properties and platforms to elicit customer intelligence using a combination of tools built around the Hadoop platform. This includes design and implementation of log ingestion mechanism (using Flume), analytics using Pig, Map Reduce and Hive, and job control and processing using the Oozie workflow engine. The system was designed to support 18TB of data analytics in the initial phase and can be expanded to incorporate more data as business needs dictate.



Qualcomm

• United States
• Telecommunications
• 700 & Above Employee

• Solution Architect

  • Mar 2006 - Oct 2008

  I worked in Qualcomm's Internet Services division providing architecture and integration consultation services for mobile content management and delivery solutions. The role focused on integration of Qualcomm solutions into operator networks. I worked in Qualcomm's Internet Services division providing architecture and integration consultation services for mobile content management and delivery solutions. The role focused on integration of Qualcomm solutions into operator networks.



Amdocs

• United States
• Software Development
• 700 & Above Employee

• Senior Technical Consultant

  • Apr 1999 - Mar 2006

  I joined Amdocs when it was still Clarify. I worked as a consultant for the Clarify CRM product now known as Amdocs CM. I provided implementation consultation services for a number projects across Australia, Asia and Europe. I started as a developer and moved into a Technical Architect role towards the latter part of my tenure. I worked with a number of tier 1 service providers, Vodafone, T-Mobile, Telstra and Maxis. I joined Amdocs when it was still Clarify. I worked as a consultant for the Clarify CRM product now known as Amdocs CM. I provided implementation consultation services for a number projects across Australia, Asia and Europe. I started as a developer and moved into a Technical Architect role towards the latter part of my tenure. I worked with a number of tier 1 service providers, Vodafone, T-Mobile, Telstra and Maxis.



West Australia Water Corporation

• Developer

  • 1998 - 1998

  Wrote a call tracking system in visual basic for insourced work into the Call Center. Application generated stat into Excel using VBA. Wrote a call tracking system in visual basic for insourced work into the Call Center. Application generated stat into Excel using VBA.



Pars Technology

• United Kingdom
• Computer Hardware
• 1 - 100 Employee

• Technical Support Engineer

  • 1995 - 1996



Evesham Technology

• Technical Support Engineer

  • 1994 - 1996