Experience

Intercom

• United States
• Software Development
• 700 & Above Employee

• Senior Customer Success Manager

  • Apr 2022 - Present

  Dublin City, County Dublin, Ireland

• Scaled Customer Success Lead

  • Jun 2020 - Oct 2022

  Dublin, County Dublin, Ireland Devised and pioneered Intercom's first "Customer Success at Scale" process. Solely responsible for supporting 7 Relationship Managers' books to success, supporting 800+ accounts through scaled engagement, customer data / behaviour tracking, advanced book management, customer profile segmentation, and by building and delivering a bespoke store of premium product education & upsell content. The success of this motion led me to speak at Customer Success events held by groups such… Show more Devised and pioneered Intercom's first "Customer Success at Scale" process. Solely responsible for supporting 7 Relationship Managers' books to success, supporting 800+ accounts through scaled engagement, customer data / behaviour tracking, advanced book management, customer profile segmentation, and by building and delivering a bespoke store of premium product education & upsell content. The success of this motion led me to speak at Customer Success events held by groups such as: - Google - SaaStock - Future of SaaS - Zenya Learning Virtual Customer Engagement Summit - CX Camp Summit - Engage Customer, Customer Engagement Summit Recognised as one of the highest performing members of the Sales Org globally, reaching Intercom's President's Club in 2021-2022.

• Customer Success Manager

  • Jun 2019 - Apr 2022

  County Dublin, Ireland



Bizimply

• Ireland
• Technology, Information and Internet
• 1 - 100 Employee

• Key Account Advisor & Customer Success

  • Oct 2018 - Jun 2019

  As a Key Accounts advisor, my responsibilities included: - Managing Bizimply's Key Account portfolio; ensuring best use of our product, driving activation, and supporting our customers directly with any blockers they might face. - Driving and developing net new business pipeline through outbound channelling, and campaigns. - Controlling and owning the sale cycle from start to finish, including demonstration/presentation/training of the product to key decision makers. -… Show more As a Key Accounts advisor, my responsibilities included: - Managing Bizimply's Key Account portfolio; ensuring best use of our product, driving activation, and supporting our customers directly with any blockers they might face. - Driving and developing net new business pipeline through outbound channelling, and campaigns. - Controlling and owning the sale cycle from start to finish, including demonstration/presentation/training of the product to key decision makers. - Delivering projects from conception through to implementation, project varying in size, monetary value, and industry. - Running regular online & on-site training sessions for end-users and Bizimply champions. - Forecasting sales, develop sales strategies/campaigns and evaluate their effectiveness. - Meeting personal and team sales targets. - Utilising social-selling via my personal networks online to drive business with Bizimply. Additionally, I was Bizimply's social media and content lead. I created and managed all social media output and I assisted in building Bizimply's content library of blogs, support articles and videos.

• Account Manager

  • Feb 2018 - Sep 2018

  County Dublin, Ireland



SAP SuccessFactors

• United States
• Software Development
• 700 & Above Employee

• Commercial Sales Executive

  • Feb 2017 - Jan 2018

  County Dublin, Ireland After completing my training with the SAP Commercial Sales Academy in San Francisco, I was a SuccessFactors Specialist based in Dublin, Ireland. The Academy offered a dynamic curriculum and a unique opportunity to learn, practice, and apply skills such as whiteboarding, executive presentations, customer simulations and role plays. I supported organisations across the UK and was the only SuccessFactors specialist working with the Ireland market; to improve and innovate their HR… Show more After completing my training with the SAP Commercial Sales Academy in San Francisco, I was a SuccessFactors Specialist based in Dublin, Ireland. The Academy offered a dynamic curriculum and a unique opportunity to learn, practice, and apply skills such as whiteboarding, executive presentations, customer simulations and role plays. I supported organisations across the UK and was the only SuccessFactors specialist working with the Ireland market; to improve and innovate their HR processes, as well as engaged and enabled their workforce. My responsibilities included: • Owning the sales cycle from end to end; generating my own Net New Name business and closing it to achieve quarterly and annual targets. • Acting as a project manager, engaging the correct resources to drive business forward (Presales, implementation partners, etc.) • Creating my own business development campaigns using Social Media, and independent media content creation. • Advocating an enthusiastic and creative approach to messaging & selling – leveraging internal & external tools such as Virtual Studio, Camtasia, VideoScribe and Videolicious. • Maintain a constant focus on my professional development, engaging in virtual learning sessions. • Efficient forecasting & CRM management; being readily able to report on the quality & gaps of my Opps to Senior Management on a fluid basis. • Participate and excel in on-site trainings for my professional development, including courses such as the SAP Sales NINJA program, BASHO, SPIN, Challenger, and SkillGym. • I regularly took part in numerous recruiting events, speaking at 3rd level institutions and informing students of SAP’s offerings for graduates. "Employees are a company's greatest asset - they're your competitive advantage. You want to attract and retain the best; provide them with encouragement, stimulus, and make them feel that they are an integral part of the company's mission." - Anne M. Mulcahy Show less



SAP

• Germany
• Software Development
• 700 & Above Employee

• Sales Sourcer

  • Sep 2016 - Feb 2017

  County Dublin, Ireland As the Sales Sourcer in SAP, I sourced sales professionals, graduates & student interns for the following lines of business across EMEA: •On-Premise •Cloud •Analytics •Pre-Sales Other tasks and challenges that fell under my remit were to: •Develop & manage recruitment campaigns for the Sales Hiring Managers •Take a hands-on approach at pre-screening stage to ensure well-vetted candidates being presented to Hiring Managers •First-class efficiency of ongoing… Show more As the Sales Sourcer in SAP, I sourced sales professionals, graduates & student interns for the following lines of business across EMEA: •On-Premise •Cloud •Analytics •Pre-Sales Other tasks and challenges that fell under my remit were to: •Develop & manage recruitment campaigns for the Sales Hiring Managers •Take a hands-on approach at pre-screening stage to ensure well-vetted candidates being presented to Hiring Managers •First-class efficiency of ongoing reporting and documentation to the EMEA Sales Director and individual LOB Managers •Performing search techniques across social media platforms such as LinkedIn, Twitter, Google Plus & Facebook. •Ability to structure and execute recruitment communication strategy •Representing the company at global HR & Recruitment meetings as well as events such as graduate fairs •Manage the relationship between SAP and external vendors •Multi-task dozens of recruitment campaigns at one time ensuring quality service and dedication to each Show less



Maynooth Students' Union

• Ireland
• Education Administration Programs
• 1 - 100 Employee

• President

  • 2015 - Jul 2016

  Maynooth University • Elected representative for 11,500 students locally, nationally and internationally. • Accountable for an annual budget including 3 commercial entities (Bar, restaurant & Londis retail unit.) • Led the recruitment of staff including part time and full time roles. • Coordinated the planning and implementation of MSU’s annual marketing strategy. • Implemented a University-wide bike rental scheme in line with successfully lobbying for more cycling facilities throughout Maynooth… Show more • Elected representative for 11,500 students locally, nationally and internationally. • Accountable for an annual budget including 3 commercial entities (Bar, restaurant & Londis retail unit.) • Led the recruitment of staff including part time and full time roles. • Coordinated the planning and implementation of MSU’s annual marketing strategy. • Implemented a University-wide bike rental scheme in line with successfully lobbying for more cycling facilities throughout Maynooth town. • Implemented a national recruitment scheme titled MOB's Jobs where I linked over 100 Maynooth Students with hiring employers and companies around Ireland. • Active member of Governing Authority and Academic Council. (2015-2016) • Nominated for 7 "Student Achievement Awards, Ireland" (SAAI), including my nomination for Student Leader of the Year, Ireland. • 2016 Winner of SAAI Education Campaign of the Year, and SAAI Irish Language Campaign of the Year. Show less



SeaRiver Distributions

• Sales & Brand Representative

  • Jan 2016 - May 2016

  Roaming • Acted as sole liaison between The distributor and Applegreen Stores Ireland. • Worked on the marketing and sales of such health goods as Venga, Just Drink Aloe, The Giving Tree, and more. • Represented the company at trade shows and conventions. • Engaged on a personal level with potential buyers and loyal customers. • Promoted brand names, products and services. • Worked with business partners and maintained and perpetuated healthy relationships and connections with these… Show more • Acted as sole liaison between The distributor and Applegreen Stores Ireland. • Worked on the marketing and sales of such health goods as Venga, Just Drink Aloe, The Giving Tree, and more. • Represented the company at trade shows and conventions. • Engaged on a personal level with potential buyers and loyal customers. • Promoted brand names, products and services. • Worked with business partners and maintained and perpetuated healthy relationships and connections with these partners. Maintained a customer database and made regular contacts • Assisted and advised managers with the implementation of marketing campaigns, shared ideas with supervisors regarding new ways to market the brand • Tracked inventory Show less



Cuallacht Cholmcille

• Uachtarán/President

  • 2014 - 2015

  Maynooth Bhí mé mar Uachtaran na Cuallachta, An Cumann Gaelach atá ann in Ollscoil na hÉireann, Má Nuad. Roimhe sin bhí mé mar oifigeach siamsíochta. Is í mar phríomhaidhm na Cuallachta ná an Ghaeilge a chur chun cinn trí ócáidí neamhfhoirmiúla sóisialta ar champas na hOllscoile agus ar fud bhaile Mhá Nuad chomh maith. Bhuaigh muide an 3ú háit i gcomórtas Glór na nGael 2013 agus 2014, agus an 1ú áit i 2015. I was elected President of Cuallacht Cholmcille in 2014. Before this position I was… Show more Bhí mé mar Uachtaran na Cuallachta, An Cumann Gaelach atá ann in Ollscoil na hÉireann, Má Nuad. Roimhe sin bhí mé mar oifigeach siamsíochta. Is í mar phríomhaidhm na Cuallachta ná an Ghaeilge a chur chun cinn trí ócáidí neamhfhoirmiúla sóisialta ar champas na hOllscoile agus ar fud bhaile Mhá Nuad chomh maith. Bhuaigh muide an 3ú háit i gcomórtas Glór na nGael 2013 agus 2014, agus an 1ú áit i 2015. I was elected President of Cuallacht Cholmcille in 2014. Before this position I was the elected Events Officer. An Chuallacht won 3rd place at Glór na nGael's best 3rd level Irish society in the country award in 2013 and 2014, we then went on to win 1st place for the first time in Maynooth's history when I was President. Show less



Coláiste Lurgan

• Múinteoir Ranga / Teacher

  • 2013 - 2015

  Indreabhán, Gaillimh Oirbím ar fhoireann iontach ar chúrsaí de thrí sheachtain a bhfuil sé mar aidhm ag na cúrsaísuim agus tábhachtach na Gaeilge a chur chun cinn i measc daoine óga. Is í mar aidhm againn Gaeilge a mhúineadh gan an bhéim a chur ar an suíomh ranga. Is tríd tionscadail cheoil beaga 's móra a dhéanann muid iarracht grá don teanga a mhúscailt sa dream óg atá i mbun oideachais ag an dara leibhéal. Bhí mé i mo mhúinteoir ceoil agus i mo stiúrthóir ceoil don samhradh - ag múineadh ceoil, gramadach, ag… Show more Oirbím ar fhoireann iontach ar chúrsaí de thrí sheachtain a bhfuil sé mar aidhm ag na cúrsaísuim agus tábhachtach na Gaeilge a chur chun cinn i measc daoine óga. Is í mar aidhm againn Gaeilge a mhúineadh gan an bhéim a chur ar an suíomh ranga. Is tríd tionscadail cheoil beaga 's móra a dhéanann muid iarracht grá don teanga a mhúscailt sa dream óg atá i mbun oideachais ag an dara leibhéal. Bhí mé i mo mhúinteoir ceoil agus i mo stiúrthóir ceoil don samhradh - ag múineadh ceoil, gramadach, ag múineadh uirlisí ceoil do dhaoine óga, ag aistriú amhrán, i gceannas ar ghrúpaí uirlisí ceoil srl.. I work on a brilliant team on three week courses aimed at young people learning the Irish Language. Our aim is to promote and teach the Irish language without the focus being on the classroom setting. Through small and large scale music projects, Coláiste Lurgan helps to re-establish a love of the Irish language for young students studying at second-level education. I worked as a grammar teacher and as a musical director for the summer - teaching music, teaching musical instruments to young people, translating songs, directing groups of instruments etc.. Show less



National Aquatic Centre

• Ireland
• Leisure, Travel & Tourism
• 1 - 100 Employee

• Team Leader

  • 2012 - 2015

  Promoted to Team Leader, National Aquatic Centre, -Responsible for guiding a team of eighteen to twenty employees. Duties include delivering pre-shift briefings, emergency incident responses, shift supervision and customer service management. -This leadership role includes working with an ethnically diverse workforce in a highly demanding environment, with the aim of attaining optimal performance from each team… Show more Promoted to Team Leader, National Aquatic Centre, -Responsible for guiding a team of eighteen to twenty employees. Duties include delivering pre-shift briefings, emergency incident responses, shift supervision and customer service management. -This leadership role includes working with an ethnically diverse workforce in a highly demanding environment, with the aim of attaining optimal performance from each team member. -Oversee, maintain and guide the lifeguard team’s high level of service deliver to customers, thereby ensuring positive business development practices are an intrinsic part of the teams culture. -Required to competently and confidently lead staff in an array of situations including medical emergencies and critical incidents and/or crisis events. -Rationally delegate the distribution of complex tasks to various staff members in order to maintain an efficient and safe working environment.

• Lifeguard

  • 2011 - 2012

  -Fundamentals of this role include supervising any one of the several pools, flumes, and attractions. -Protect the integrity of the facility’s operations with a particular emphasis on preventing breaches of health and safety policy and maintaining a high standard of customer service delivery. -Frequently assigned positions of responsibility including overseeing the various, day to day, pool set up and equipment organisation requirements of the facility.



Raidió na Life

• Láithreoir Part-Aimseartha/ Part-time Presenter

  • 2012 - 2014

  Merrion Square