Scott Phillips
Service Manager at BrightGen- Claim this Profile
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French Elementary proficiency
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German Elementary proficiency
Topline Score
Bio
Cat Antrobus-Holder
I've worked with Scott for over two years and found him to be a highly focussed, customer centric and hard working individual who always puts the customer first. Scott works tirelessly to ensure there is a seamless customer delivery whilst fostering great internal relationships to support the customer on boarding process.
Matthew Pilcher
I worked with Scott for over 5 years and enjoyed it immensely. Extremely professional, always focused on the customer, totally reliable & responsive; helped me greatly on-boarding prospects onto our platform at a time when it was essential to deliver the right experience. Missing the shorts already!!
Cat Antrobus-Holder
I've worked with Scott for over two years and found him to be a highly focussed, customer centric and hard working individual who always puts the customer first. Scott works tirelessly to ensure there is a seamless customer delivery whilst fostering great internal relationships to support the customer on boarding process.
Matthew Pilcher
I worked with Scott for over 5 years and enjoyed it immensely. Extremely professional, always focused on the customer, totally reliable & responsive; helped me greatly on-boarding prospects onto our platform at a time when it was essential to deliver the right experience. Missing the shorts already!!
Cat Antrobus-Holder
I've worked with Scott for over two years and found him to be a highly focussed, customer centric and hard working individual who always puts the customer first. Scott works tirelessly to ensure there is a seamless customer delivery whilst fostering great internal relationships to support the customer on boarding process.
Matthew Pilcher
I worked with Scott for over 5 years and enjoyed it immensely. Extremely professional, always focused on the customer, totally reliable & responsive; helped me greatly on-boarding prospects onto our platform at a time when it was essential to deliver the right experience. Missing the shorts already!!
Cat Antrobus-Holder
I've worked with Scott for over two years and found him to be a highly focussed, customer centric and hard working individual who always puts the customer first. Scott works tirelessly to ensure there is a seamless customer delivery whilst fostering great internal relationships to support the customer on boarding process.
Matthew Pilcher
I worked with Scott for over 5 years and enjoyed it immensely. Extremely professional, always focused on the customer, totally reliable & responsive; helped me greatly on-boarding prospects onto our platform at a time when it was essential to deliver the right experience. Missing the shorts already!!
Credentials
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Cisco Customer Success Manager (CSM) certification
CiscoNov, 2021- Nov, 2024
Experience
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BrightGen
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United Kingdom
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IT Services and IT Consulting
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100 - 200 Employee
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Service Manager
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Jun 2022 - Present
Operating in a senior customer facing role, managing and reporting on a subset of BrightGen’s service management customer engagements, working with the Sales/Customer Success teams to ensure we are providing a proactive, mutually beneficial service to our customers. Managing the Service - Responsible for providing BrightGen’s Managed Service to my clients in line with the Service Framework and BrightGen’s ethos and values - Ensure the team meets its SLAs and KPIs Customer Engagement - Build and nurture relationships with key clients - Chair customer Quarterly Business Reviews (QBRs) to drive business outcomes - Assist Account Manager/CSM and Business Success team to formulate, drive and deliver the Continuous Improvement of the customers platform with a roadmap of tactical change - Ensure the customer gets, and experiences. value from our service to ensure service contract renewal is a formality Service Improvement - Owning and maintaining my customers service improvement plans - Offering ways to enhance BrightGen’s service offering and experience Team - Guide, advise and support due diligence, due process and ITIL best practice - Work alongside another Service Manager to run one of the service team pods, focusing on team spirit, collaboration, and knowledge sharing Show less
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Block Solutions
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United Kingdom
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IT Services and IT Consulting
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1 - 100 Employee
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Client Success Manager
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Jun 2021 - Jun 2022
A Block CSM is primarily responsible for managing the day to day relationship with several of Block’s highest profile customers, driving value realisation demonstrated by the customer meeting their desired services outcomes. This is primarily accomplished through the successful execution of customer success plans that accelerate end-user adoption and the consumption of the solutions in which they have invested. We are also responsible for building relationships across the customers organization and leverage these to improve service adoption, entrenchment, secure sales references, identify revenue opportunities, drive contract renewals and ensure overall satisfaction is achieved/maintained over the long term. Internally with colleagues, the CSM compiles and maintains a detailed comprehensive 'customer profile' disseminating this information for others to leverage across our business, including the service, sales, and executive teams. Show less
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Unily
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United Kingdom
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Software Development
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200 - 300 Employee
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Customer Success Manager
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Mar 2020 - Jun 2021
Responsible for driving adoption, engagement and client satisfaction. Working closely with clients to understand their workflows, business use cases, challenges and how they can drive the most business value while leveraging Unily. Working directly with Communications, HR and IT teams at companies of various scale. Key Responsibilities: • Developing trusted advisor relationships with primary account users and ensure they become Unily champions • Understanding clients’ strategic goals (at times helping to create key performance indicators) and developing plans to partner on reaching these goals • Analysing performance data against KPIs/strategic goals, providing guidance on how to increase adoption and engagement • Working closely with clients and cross functional teams at Unily to facilitate product upgrades and deployments • Providing excellent customer service and continuously driving the value of Unily products and services • Identifying renewal risks and working with Renewals Managers and Head of Customer Success to turn around at risk accounts • Introducing new features and best practices to customers • Identifying upsell opportunities and sharing with Sales team Customer Success Managers at Unily are team players who always do what is right for the customer while understanding the commercial implications of a business relationship. We understand that the Customer is king. Show less
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UKCloud Ltd
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United Kingdom
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IT Services and IT Consulting
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1 - 100 Employee
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Senior Customer Success Manager
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Apr 2017 - Mar 2020
Senior point of contact for customers during on boarding phaseKey Responsibilities: • Liaising with internal stakeholders to deploy complex solutions • Networks • Cloud Support Engineers • Senior Cloud Support Engineers • Change Approval Board • Technical leads • Sales and SalesOps• Conduct demonstrations of the various services available on the UKCloud platform and run through the getting started guides with customers• Liaise with both the customer and internal stakeholders to better understand customer designs and help guide customers through various phases in their projects• Arrange on-site customer meetings to understand their on boarding and project requirements• Service customer tickets relating to their aligned customers and liaise with internal stakeholders to resolve issues where needed. Update customers frequently, even if there is no change – preferably by phone as well as ticket, where possible.• Comprehensive handovers to Service Delivery Managers once the customer is up and running and comfortable with the UKCloud platform, including, but not limited to, any project plans, usage reports, key dates, and other useful information. Show less
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Customer Success Manager
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Aug 2015 - Apr 2017
Technical point of contact for customers during on boarding phaseKey Responsibilities: Liaise with internal stakeholders to deploy complex solution• Networks• Frontline• Backline• Change Approval Board• Tech Leads• Sales and SalesOpsSend customers collateral to aid in on boardingProactively call customers to ensure they are confident using the GUI/APIConduct demonstrations of the platform and run through the getting started guides with customers via WebExLiaise with cloud architects and technical account managers to understand customer designsAccompany cloud architects to customer meetings to understand customer on boarding requirementsService customer tickets relating to their aligned customers and liaise with internal stakeholders to resolve issues where needed. Update customers frequently, even if there is no change – preferably by phone as well as ticket, where possible.Comprehensive handover to technical account managers once the customer is up and running and comfortable with the Skyscape platform.Creating and tracking trial accounts. Assisting customers with getting started on a trial. Closing/converting trial accounts. Show less
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MTI
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United Kingdom
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Information Technology & Services
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400 - 500 Employee
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Field Support Engineer
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Mar 2012 - Jul 2015
Providing installation and post-implementation technical support for EMC hardware. Including, but not limited to; VNX, VNX2, Clariion, Celerra, Recoverpoint and Xtrem-IO. Providing installation and post-implementation technical support for EMC hardware. Including, but not limited to; VNX, VNX2, Clariion, Celerra, Recoverpoint and Xtrem-IO.
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Eggars School
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Alton, UK
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IT Technician
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Aug 2010 - Sep 2011
Key Responsibilities: Resolving basic user issues (Operating systems, networks, software, hardware, printers etc) around the school. Ensuring that a supply of consumable items, such as printer cartridges and toners, are maintained and reordered as required. Responsible for daily back-ups of the school network server. Responsible for desktop virus protection. Updating the hardware database with new and updated equipment, following policies for audit requirements. Installation of new hardware and software, and documenting its use on the IT database. Maintaining the school domain, adding and deleting staff and pupils as they join or leave the school. Show less
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Education
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2006 - 2009
Alton College
BTEC ICT, A Level History, BTEC IT -
2001 - 2006
Eggars School
Community
