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Programme Management • Customer Success • Interim Manager

Stuart Young , Kirkdale, London., United Kingdom


Experience

15 - 24 years

Other titles

Customer Success Manager Digital Consultant Services Manager Account Manager Project Manager + 11 more

Skills

Digital transformation Customer experience IT consultant Customer service Customer success + 2 more

I'm offering

PROFESSIONAL PROFILE

I’m a hands-on technology professional of 25+ years, with international experience. Having spent the last 16 years in senior Programme Management and Customer Success roles, for UK / US Tech SaaS start-ups. Positions included Team leadership, Consulting, Project Management and Account Management. Career wins built firmly on strong technical know-how, and a passion for outstanding customer experience combined with strategic insight and a confident personal approach. Seasoned remote worker, leading Teams, Programmes and Clients in the Private and Public Sector(s).

KEY SKILLS & BIO

• PROGRAMME, PROJECT MANAGEMENT: Hands-on and outcome-focused with a holistic can-do approach, drawing on a company’s preferred methodology Agile, Lean, ITIL, Waterfall etc. Working within diverse organisational structures with local and dispersed stakeholders, leads, scopes, manages, and owns RAID / programme / project activities based on the objectives of the business and client goals. Managing risk and developing new work-streams as the situation dictates to support the strategic direction and optimise project success. Easily able to communicate issues/scenarios to the business, steering projects and implementations forward. Able to recover Programmes and Projects as needed get work-streams back on track.

• CUSTOMER SUCCESS: Passionate about delivering the best possible customer experience to clients by closely managing, on-boarding and on-going goals and account relationship. Driving positive health scores, account growth and contract renewals by demonstrating in-depth product knowledge as the SME while being the client advocate internally and ensuring customers get maximum value from their investment.

• PEOPLE MANAGEMENT: Has an empathetic mentoring style, with 15+ of years leading diverse cross-functional teams inc: Remote Workers, Customer Success, Tech Support, Account Managers, Developers in China, the EU and US, and Pre-sales. Outsourced Service Desks, 24x7 Call Centres. Ensures co-located and dispersed teams are aligned with company/customer values, strategy and goals.

• DIGITAL TRANSFORMATION / FUTURE PROOFING / OPERATIONS: Accomplished at building/managing Customer Success & Services functions and leading change projects across the business. Improving the process map of multiple teams from C-Level through Operations, Engineering and Sales/Marketing. Driver of best practice/process improvement for optimal company and customer readiness by creating sustainable progress and operational excellence across functions.

• INDUSTRY EXPERIENCE: Software, Telecoms, IT, Pharmaceutical, Government, Travel, Retail, Aerospace, Automotive, Engineering / Manufacturing, Charity, Brewing, Media Agencies, Banking, eCommerce, Banking. Mobile.

• TECH SKILLS: Software Delivery / Digital Transformation, Support team management, UI/UX Strategy, User Journeys, Defect Triage, Escalations, Wireless, Mobile, Crypto, API's, 2-Factor, SSO, Hardware, SAAS, PAAS, ZenDesk, Confluence, JIRA, Slack, Agile, Scrum, Lean, IoT, Mac, Microsoft Environments, Office365, DaaS, Google Workspace, TCPIP, Social Media, AWS, Azure, Disaster Recovery, Virtualisation, LAMP Stack, Wearables, IT Scaling, Teams, Dynamics 365, MS Project, BaseCamp, ChromeOS, iPadOS, iOS, Android.

• ABOUT ME: Built my first computer in late 1981. Strong Communicator. Creative conceptual abstract intuitive thinker. Tech-savvy. Fast learner. Early adopter of technology. Podcast and History geek. VW Camper Owner. Vinyl LP collector. Interested in Philosophy and Psychology. Art fan. Bibliophile. Well travelled. Esoterist. Watch / Map collector. Customer-focused. Self-starter. Team player. Glass half full kinda guy. Vespa Rider.

ACCREDITATION / VOLUNTEERING / EDUCATION

- ITIL Certified Foundation v3
- The Customer Success Association (Associate Member)
- The Charted Institute for IT (Professional Member)
- Voluntary IT Support work around South London and Remotely.
- Sep 1992 - Jul 1994: HND Business & Finance @Brunel University
- Sep 1990 - Jul 1992: BTEC National Business Studies @Henley College

Markets

United Kingdom

Links for more

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Language

English
Good

Ready for

  Smaller project
  Larger project
  Ongoing relation / part-time
  Full time contractor

Available

Typically available one month ahead

My experience

2019 - 2020   freelance
Programme Manager, UK IoT Team (Internet Of Things) Telefónica / O2.
Responsible for all projects and workstreams, process implementation and governance, for the UK IoT, Inside Sales Programme, which launched in June 2019. Scoping/running external Partner and Public Sector activities to ensure client success, and strategic value to the O2 team and its stakeholders.
Key Projects: Support Service-wrap creation for UK Public Sector Smart Metre deployment, MS Dynamics 365 CRM rollout, Dynamics based Partner Web-Portal launch, O2 eSim and LTE-M product rollout, Partner Success Strategy. Daily Team Governance. RAID Management and RACI\Risk tracking.
Program Management, Project Management, Mentoring, Customer experience, Change management, IT governance, Iot, Digital Strategy, Business strategy, Risk Management

2018 - 2018   freelance
Support & Customer Success Consultant Bystronic Group.
Working onsite at the Bystronic headquarters in Switzerland with the Head of Digital Operations. I'm advising and providing gap-analysis on a project to create a new dynamic 1st/2nd line Support organisation for Bystronic's SAAS portfolio. Servicing Bystronic’s subsidiaries and their external customers and aligning it with on-going internal projects. In addition, looking at the potential of restructuring an existing Sales Support function into a Customer Success role.
Customer success, IT consultant, Digital transformation, It support, Digital Services, Risk management and assessment, IT governance, Customer experience

2017 - 2018   job
Manager: Customer Success, EMEA LeanKit.
Responsible for EMEA Customer Success primarily focused on LeanKit’s Pharmaceutical, FinTech / Engineering / Aerospace and Automotive clients.

• Establish strategic relationships with clients, focused on driving the continuous value of LK’s platform/services.
• Be the primary point of contact, guiding and tracking identified goals, managing the account, coordinating user on-boarding and enablement, and serving as a trusted advisor/advocate.
• Nurture clients; aimed at increasing adoption and satisfaction, account growth, advocacy retention.
• Mentoring and Advisory to LK’s global CS team.
• Organise and staff attendance at EMEA Agile/Lean industry events.
• Worked with customers with low product usage, to drive re-engagement, upsell leads and increasing usage.
Saas, Customer success, Account management, Customer experience, Customer Onboarding, Incident Management, Kanban, Agile development, Scrum master, Upselling, Startups, Lean


My resume

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