Cisco AppDynamics Renewals Manager UKI

• Feb 2023 - Present

EMEA Program Manager - Renewal Derisk, Customer Adoption & Value Realisation

• Jan 2019 - Feb 2023

• De-risking renewals (95.1% Gross Renewal Rate FY'18-FY'22)• Driving adoption maturity and Customer value realisation• Identifying expansion opportunities aligned with Customer goals• Ensuring that our customers are sweating their investment for all it's worth.• Implementing processes and education for Sales and CX enablement for aligned success.• Working cross-functionally with Customers, Sales, Customer Success and Professional Services

Senior Customer Success Manager, EMEA

• Jul 2017 - Jan 2019

• Owned the renewal number and Value Realisation objectives for a portfolio of $10m ARR• Created and delivered processes for Global Customer Success playbook• Drove Value Realisation Indicators and Value cases to ensure quantifiable RoI for customers.• Lead Executive Stakeholder meetings to ensure alignment of efforts to business goals. • Identified opportunities to expand AppDynamics portfolio adoption into further business units.

Interim GM and Head of Customer Success EMEA

• Nov 2015 - Jun 2017

• First EMEA/APAC field hire focused on unsupported legacy customers, and new business growth • General management responsibilities to build a team and execute within region. • Successfully secured renewals and further platform adoption with legacy clients. • Operationalised a global implementation and value realisation program with value cases for customers to deploy early on and more strategic goals to aspire towards. • On-boarded and trained new clients, driving rapid adoption and value realisation. • Grew the UK team x5 key hires: 3 Sales Execs, 1 Director of Strategic Alliances and 2 CSM’s. • UK Visa sponsor representing the company for two foreign nationals. • Facilitated UK payroll and expenses process for the UK team. • Customers included: Tesco, Arcadia Group, Trainline, Laterooms, Grab, Wego and Letgo. Show less

Principal Customer Success Manager

• Oct 2013 - Oct 2015

• Implemented, project managed and trained early EMEA adopters. • Delivered strategy for increased product adoption and achievement of customer goals. • Increased ARR across customer portfolio with one client growing x10 original commit. • Secured new client PR, case studies and showcased customers as thought leaders. • Developed on boarding process with Sales to ensure smooth transitions to post sales. • Implemented, project managed and trained early EMEA adopters. • Delivered strategy for increased product adoption and achievement of customer goals. • Increased ARR across customer portfolio with one client growing x10 original commit. • Secured new client PR, case studies and showcased customers as thought leaders. • Developed on boarding process with Sales to ensure smooth transitions to post sales.

Strategic Accounts Manager - Omniture Business Unit

• Mar 2010 - Oct 2013

• Maintained 100% retention & expanded portfolio adoption to achieve 129% quota. • Managed internal resources to deliver solutions addressing core business goals of customers including Web Analytics, Multivariate Testing, Social Analytics, Mobile App Tracking and Facebook social media integration. • Customers included: RBS Group, HSBC, Hutchinson 3G, Channel 4, Aer Lingus, New Look, Ticketmaster, Sainsbury’s and DSG (Dixons, Curry’s & PC World). • Set priorities by aligning objectives with customer success metrics and roadmaps. Show less

Manager, Account Management EMEA

• Sep 2007 - Feb 2010

• Exceeded target 118% • Identified, engaged & retained over 10 accounts at risk of terminating. • Engaged Partner service providers for multimedia expansion. • Provided Business Analysis to identify areas for best practice improvements and expansions • Trained customers, empowering them to maximise value and business benefits. • Customers included: Tesco, Comet, Interflora, Skype, Cathay Pacific and QVC. • Developed accounts in the areas of Web Analytics, Search, Affiliate Marketing and Email marketing. Show less

Partners Manager EMEA

• Nov 2005 - Jul 2007

• Exceeded target – 204% • Initiated partner on boarding, development and training programme. • On-boarded new Partners including Ogilvy Athens & IBM Coremetrics. • Exceeded target – 204% • Initiated partner on boarding, development and training programme. • On-boarded new Partners including Ogilvy Athens & IBM Coremetrics.

Business Development Manager

• Feb 2005 - Oct 2005

• Consistently exceeded target of 3 fully qualified new business meetings/week. • Developed and implemented sales qualification process. • Developed accounts included: Barclays, DTI, Royal Mail, Whitbread, GMAC and EDF Energy. • Consistently exceeded target of 3 fully qualified new business meetings/week. • Developed and implemented sales qualification process. • Developed accounts included: Barclays, DTI, Royal Mail, Whitbread, GMAC and EDF Energy.