Eight Roads

Venture Partner with Eight Roads providing practical CS advice, coaching, mentoring and support on all things customer success.

Customer Success Venture Partner

Forecast

Chief Revenue Officer (CRO)

Joined Tech SaaS Start Up company - Forecast, to grow, scale and develop the Customer Success Team revenue and customer experience. Covering team structure, enablement and growth, customer journey and health score, CS tooling, customer growth and retention. Responsible for existing customer revenue $5m+, implementation success, land and expand, NDR and churn metrics. Plus Support team metrics, including CSAT, FTR and Help Center offering. Global team: USA, UK and Copenhagen.

Chief Customer Officer, (CCO)

Peakon

As a member of the Peakon C-Level team, I supported the 30x valuation growth at Peakon (now a Workday company) from funding to the recent $700 million sale to Workday. From April 1st, 2021 I worked   at Workday overseeing the successful transition and integration of the Peakon team and services.

As Chief Customer Officer, I am responsible for four, global, customer-focused teams - overseeing the following areas and revenue streams; Customer Success (implementation, adoption, prof services and account management), Support (24/7 online support and day-to-day support offerings), Customer Education ('Peakademy' - Peakon's online customer education and product certification platform) and Customer Revenue & Retention £50m+ (customer SaaS subscriptions, renewal, upsell, cross-sell & add-on).

Chief Customer Officer

Vice President, Customer Success

Deltek

Global responsibility for nine Deltek teams (4 x Customer Success & 5 x Global Support focused - total org 100+) spanning seven  ERP/SaaS products (Traffic Live, Maconomy, Vision, Deltek Talent, WorkBook, Conceptshare and PIM) and 5000+ SaaS customers.

Vice President, Customer Success 

Global responsibility for nine Deltek teams (4 x Customer Success & 5 x Global Support focused - total org 100+) spanning seven ERP/SaaS products (Traffic Live, Maconomy, Vision, Deltek Talent, WorkBook, Conceptshare and PIM) and 5000+ SaaS customers. 

Voted Deltek's Customer Success 'Leader of the Year 2016'

Responsibilities:
•	Grow revenue from base of over 5,000 existing clients in a SaaS subscription based model
•	Increase retention levels (and therefore lifetime value) of customers by reducing churn and increasing upsell
•	Increase the post-sale success and satisfaction of Deltek customers including CSAT score, feature adoption, positive testimonials and other appropriate measures of customer satisfaction.
•	Establish a strong management team, department structure and defined roles & responsibilities based on changing business needs
•	Maximise efficiency of the team – harness technology, process improvements and available data to develop customer KPIs, predictive indicators, health scores to determine which customers should be acted upon to reduce risk or capitalise on growth opportunity
•	Invest time in team development and training for continuous improvement
•	Provide appropriate channels (escalation process) for efficient and effective customer issue resolution
•	Work with other senior Deltek professionals to develop the customer journey and customer success interaction points 
•	Report directly into ETeam member and participate in company Senior Leadership Team to provide overall organisational leadership

Snr Director, Customer Success & Global Support

Managing numerous internal teams and many enterprise customer relationships, retention and revenue. Played a key role in two Deltek acquisitions - onboarding of the new companies to the Deltek Customer Success and Support organisations.  Constantly working towards CSM and Support KPIs and revenue targets.

Director, Customer Success & Support

Head of Customer Success

Rocket Communications (part of the Octopus Group)

Clients worked on: MLL Telecom, Sentrum Colo, NG Bailey, TP-LINK, CD Networks, The Technology Strategy Board, iWireless Solutions

PR Senior Account Director

Jenrick Commercial

Managing Consultant

Pop Recruitment Ltd

Founder & MD

Promote PR

Clients worked on: David Lloyd Leisure, Volleyball England, Gym Bunny & Gatorade

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