Experience

Delib

• United Kingdom
• Public Policy Offices
• 1 - 100 Employee

• Senior Customer Success Manager

  • Jul 2020 - Present

  - Management of Customer Success team, (distributed across the UK), including hiring, training, development, allocation of work and communication of strategy.- Continuation of responsibility for a number of customers, including for high value/high profile accounts. Onboarding, training and general support.- Represent customers and advocate for their needs, whilst assessing, communicating and taking action where these needs are growth opportunities or risk factors.- Member of Information Security Management Team, with responsibility for staff knowledge of incident response procedures and related training. Show less

• Account Manager, (Customer Success)

  • Aug 2017 - Jul 2020

  - Account Manager (customer success) for a portfolio of customers using Delib’s consultation and engagement platforms in local and central government.- Key contact for customers through all stages, including pre-sale and onboarding, training and support, always with a view to enabling users to maximise their use of the software, and retention and account growth. - Customer engagement to up-skill and increase adoption, via regular meetings, screen-shares, presentations, user groups and webinars. - Gathering of customer feedback and feature requests, acting as the voice of the customer with product owners and engineers. Show less



Bristol City Council

• United Kingdom
• Government Administration
• 700 & Above Employee

• City Innovation Project Manager, (Open Data)

  • Oct 2015 - Jul 2017

  - Managed the Open Data Programme for Bristol City Council - Advocated for the benefits and impact of open data within the council, with the goal of increasing the amount and type of data published openly. - Supported and developed a community group working with open data in Bristol, to promote open data and encourage it's use. - Managed the procurement, implementation and promotion of a city-wide real-time transport data API. - Managed the procurement, implementation and promotion of the Bristol Open Data Platform, https://opendata.bristol.gov.uk/ Show less



Sustrans

• United Kingdom
• Non-profit Organizations
• 500 - 600 Employee

• Innovation Manager

  • Sep 2014 - Oct 2015

  - Led on all innovation and R&D across Sustrans, a large national charity - Stimulated and coordinated the development of innovative and bankable new products and services - Supported staff at all levels to understand and identify any new or unmet market or customer needs, and to develop innovative ideas to meet those needs - Managed an internal R&D fund, allocating up to £50,000 per year for new product and service development - Led on all innovation and R&D across Sustrans, a large national charity - Stimulated and coordinated the development of innovative and bankable new products and services - Supported staff at all levels to understand and identify any new or unmet market or customer needs, and to develop innovative ideas to meet those needs - Managed an internal R&D fund, allocating up to £50,000 per year for new product and service development



Sustrans

• United Kingdom
• Non-profit Organizations
• 500 - 600 Employee

• Senior Business Development Officer, Innovation

  • 2013 - 2014

  Supporting the development of new products and services for Sustrans. Promoting and administering Sustrans internal Innovations Fund.

• National Manager, DIY Streets

  • 2009 - 2013

  - Business development, including pitching to funders, business planning, bid assembly, and reporting.- National project oversight, working with communities across England and Wales to redesign their streets in partnership with the local authority and other stakeholders.- Budget and team management, supporting a team of Urban Designers and Community Engagement Officers.

• Bike It Supervisor

  • Feb 2007 - Jan 2009

  - Managing a constantly growing and changing team, supporting staff to deliver a co-ordinated approach schools across the country participating in the Bike It project to increase levels of cycling to school.- Budget and resource management. Co-ordination / reporting of project outcomes to funders, stakeholders and internal board.- Presentation at conferences and events, networking and creation of new partnership opportunities.

• Bike It Officer

  • Apr 2004 - Feb 2007

  Events and activities to increase cycling levels at 10 schools across the South West per year.