Simple Probate

Co-Founder & Product Lead

Clio - Cloud-Based Legal Technology

Hybrid role leading Clio's product strategy and execution in the UK and EMEA region & continuing to support our Customer Success function during leadership transition

• Developing and evangelising EMEA roadmap with stakeholders
• Conducting customer research, identifying opportunities and determining priorities to achieve desired outcomes for customers and Clio OKRs. 
• Strong focus on solving customer problems working closely in my triad with Design and Engineering to come up with best solutions and communicating with relevant customers during the discovery and build phase for constant feedback.
• Deep understanding of the UK Legal market. Expert in Clio's UK & EMEA customers and products, speaking with customers 5 to 10 times a week via interviews, sales & CS calls, or events
• Member of the EMEA Leadership team, with other department heads, responsible for communicating the product strategy and roadmap to the other EMEA Leaders and wider team, driving cross-functional initiatives, and helping with developing Clio’s culture.
• Work closely with sales and marketing, researching emerging markets within EMEA for product market fit and developing a strategy for further expansion.

Product Manager | Customer Success Team Lead, EMEA

• Led Clio’s Customer Success function in EMEA on an interim basis, reporting directly to VP of Customer Success
• Part of the hiring team for position replacement 
• Supported team of 10 ICs across Data migrations, Onboarding, Support, Account management, and 1 Team lead
• Reported to wider EMEA team on monthly metrics during MBRs
• Set quarterly OKRs for EMEA CS team

Interim Head of Customer Success, EMEA

• Hiring, coaching, and retaining Clio's EMEA Customer Success teams with a focus on Data Migrations and Support
• Assist in implementing and analysing key metrics and OKRs and delivering strategies to improve service levels
• Provide weekly performance metrics to the team & leadership
• Partner with the Sr Manager, CS to drive & implement operational initiatives on an ongoing basis
• Resolving escalated customer issues & working with my teams to identify root causes to reduce escalations
• Assist with workforce planning and management
• Partner with global Success teams to ensure the international team is aligned with objectives
• Collaborating with cross-functional leaders on initiatives and determining risks
• Partner with Sr Manager to maximise international customer renewals and upsell opportunities
• Project managing the onboarding of our largest EMEA Customers to ensure they successfully implement Clio into their firms

Team Lead, Customer Success EMEA

Intermediate Customer Success & Data Migrations Specialist

Customer onboarding:
• Managing multiple client cases at a time with strict observance of associated tasks and deadlines
• Conducting Strategy and Training sessions to set customers up for success and ensure adoption of Clio products
• Methodically troubleshoot customer issues and coordinate resolutions across Clio departments.

Data Migrations:
• Leading our EMEA Data migrations team to incorporate a smooth transition for customers from various sources using Excel, Json, SQL, and Python.

Customer Success & Data Migrations Specialist

Sitemate

Sitemates first EMEA hire, I was responsible for the end to end sales cycle
• SDR - Outbound cold calling prospects to qualify leads and schedule demo's
• AE - Demoing, closing opportunities and handing off to Customer success team

Account Executive

Fairfield County Bank

International internship as part of University of Limerick Co-op program
• Data entry for accounts receivable team
• Led initiative to transition vendors to ACH payments
• Completing account reconciliations and submitting for approval to Sr. Financial Analyst

Finance Intern (Co-op)

Apple

• Part time work during university
• Supporting Apple customers with technical issues, bug troubleshooting, and reporting across Apple handheld devices

Technical Support Advisor

Gilt.com

• Part time work during university
• Supporting global customer base for Gilt, an e-commerce fashion and lifestyle company
• Phone, Chat, Social Media, and E-mail support

Customer Service Representative

Centra

• Responsible for the running of the shop from the hours of 23:00-06:00
• Signing in and quality assurance of stock deliveries

Night Shift Manager

Experienced Legal tech professional and founder. 

Hard working and always learning.

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