Anaplan

I currently, lead and manage the Hypercare (Premium services) Team of 9. My fantastic team are located in Japan, Singapore, UK, and France - and we are growing.

We are embarking on several major projects to implement improvements and additional services to  provide first class Support. I play a pivotal role in strategically shaping these for our current and future customers. 

Supporting my team is crucial to my management style. I encourage them to be transparent, to trust they can provide feedback and I will support them always to learn and grow, to progress in their careers whilst loving their jobs and our culture. I am so proud of my team, and our culture at Anaplan.

Manager, Premium Services & Operations

Since February 2022 I managed, led and grew the Customer Care organisation within EMEA and APAC

Initially I covered EMEA, which then expanded to APAC after 3 months. The team were located in the UK, Paris, Singapore, Australia and Japan. Amounting to 14 in total.

From June 2023, during a time of great organisational change I took on the management of the Hypercare team within EMEA and APAC, whilst managing the transition to an offshore model for the Product Support (L1,L2) team. 

I covered for the Vendor Manager between December 2023, to June 2024. Managing the operations of the team, escalations, and ensuring we were meeting our CSAT targets

I have been part of, and leading a number of strategic initiatives and projects to improve our processes, systems and ultimately the quality of Support that we provide our global customers

Product Support Manager

BitTitan

As the Support manager I was primarily responsible for ensuring our global team is functioning to the most optimum levels to deliver quick, precise help to our customers.  

Since joining BitTitan I created, recruited and grew the EMEA support team enabling our customers to receive a quick and expert response in relation to our products. I became responsible for managing the Global support team on a day to day basis

Our initial response time was significantly reduced and our Customer Satisfaction rating increased since I created the EMEA team and made numerous operational improvements as part of the Global operation

Responsibilities also included:

•	Responding to customer support tickets directly as needed delegating actions to ensure their prompt action
•	Leading, motivating and ensuring my direct reports (split across the globe) are happy, working to their optimum with a clear career path
•	The escalation point for any customers concerns reported via the Sales teams or to myself directly
•	Ensuring escalations to our Dev and Dev ops teams are managed and being progressed
•	Acting as, and representing, the Senior Director of Support when required
•	Cross business, all level liaison presenting Support KPI’s status at global company meetings and business unit calls
•	Taking proactive ownership of operational and process changes to improve the support organization and ultimately the customer experience
•	Account management and relationship building with customers and partners (A form of Customer Success Management)

Support Manager

TIBCO Software Inc.

As a Senior Support Manager for TIBCO. My primary responsibilities are to ensure we are providing the very best Support experience to our customers and engaging with our current and potential customers under a Customer Success program

Daily responsibilities include:

Managing the team of support engineers split between Portsmouth and Swindon UK offices, and resources in Pune - India, and USA.

Monitoring and hands on management of Support issues on a Global level

Shift and resource management

Ensuring all departmental goals and targets and met and exceeded.

Managing customer expectations and ensuring we deliver a first class customer experience.

Customer Success Management - ensuring customers are getting true value and reducing churn

Escalation point for customers, and high severity cases

Recruitment and training on a Global level

Oversee and manage 3rd line escalations, engineering builds and Hotfix release.

Ensure KB articles are created and published to increase Customer self help and reduce workload of Support team

Hands on case involvement due to over 13 years of TIBCO Nimbus product knowledge and experience

Documenting and management of Support processes for ISO audits using our own TIBCO Nimbus (BPM)software

Senior Support Manager

As the Support Manager / Head of Service Desk for the TIBCO Nimbus Product my responsibilities are as follows (Whilst I am based in the UK, we have a global customer base and myself and my team provide this support for all regions):

Managing the team of support engineers split between Portsmouth and Swindon offices
Monitoring and hands on management of SR's for the TIBCO Nimbus product on a Global level
Shift and resource management
Ensuring SLA targets are met
Managing customer expectations and ensuring we deliver a first class customer experience.
Customer Experience and Service Management
Escalation point for customers, and high severity SR's
Recruitment and training on a Global level
Oversee and manage 3rd line escalations, engineering builds and Hotfix release.
Ensure KB articles are created and published to increase Customer self help and reduce workload of Support team
Hands on SR involvement due to over 10 years of TIBCO Nimbus product knowledge and experience
Salesforce Administration
Documenting and management of Support processes for ISO audits

Acting as Support Manager for the majority of this period. Included the following responsibilities 

Managing the team of support engineers in the Portsmouth UK office and in the US Sanfrancisco office
Shift and resource management
Monitoring and hands on management of SR's for the TIBCO Nimbus product
Ensuring SLA targets are met
Managing customer expectations and ensuring we deliver a first class customer experience.
Escalation point for customers, and high severity SR's
Recruitment and training
Oversee and manage 3rd line escalations, engineering builds and Hotfix release.
Ensure KB articles are created and published to increase Customer self help and reduce workload of Support team
Hands on SR involvement in a 2nd line capacity
Salesforce Administration

Global Second Line Customer Support Lead

Technical Support Analyst

RailTech Solutions Ltd

Responsible for managing the support team and being hands on supporting customers using our Fault Management Software for the UK Rail Infrastructure, a safety critical system. Customers included Amey, Carillion, Balfour and Network Rail Also supporting our Highways Incident Management software in use by the Highways Agency. 
Subsequently myself and my team then became responsible for the Internal IT support for company employees and associated PC/laptop hardware and software, Test and dev environments, network infrastructure, Active Directory, Exchange and Domain management. 
Other responsibilities included office management, assisting with the QA of the software and general management of the company on a day to day basis.

IT / Support Manager

global business solutions

Internal IT Technical Support for a company that specialised in Axapta - later to become Microsoft Dymamics   

Responsibilities included:

SQL Database administration
Desktop and laptop - hardware and software builds
Assisting users with hardware and software issues
On site support for remote consultants
Network and Windows Server administration
.NET development work

Technical Support

I am described as an optimistic, dynamic and responsive manager reponsible for providing a first class support service across the globe and realising customer success. 




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