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Programme Management • Customer Success • Interim Manager
Stuart Young
,
Kirkdale, London., United Kingdom
Experience
Other titles
Skills
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
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
Larger project
Ongoing relation / part-time
Full time contractor
Available
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.
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.
• 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
2015 - 2017
job
Sr. Manager: Customer & Partner Success, EMEA
ObservePoint.com.
Client facing, owning the customer and partner relationship by getting hands-on during the sales cycle. The primary objective is ensuring the success of a customer's app/web analytics strategy through the use of the OP SaaS platform. Ensuring clients are onboarded, engaged and getting maximum, driving contract renewals and upsell opportunities.
• Own customer/partner relationships during a PoC through to a fully signed contract.
• Identifying and executing up-sell opportunities within the existing client base.
• Host account review meetings with customers, to ensure all stakeholder and OP are aligned
• Project management of customer implementations.
• Organise and run EMEA customer events around London / Europe.
• Management and mentoring of the Services & CS teams.
• Manage EMEA Customer / Partner escalations and support issues, providing leadership/resolution and ensuring all stakeholders are kept informed.
• Leverage ObservePoint’s billable Managed Services team, where there are benefits to customers & partners.
• Own customer/partner relationships during a PoC through to a fully signed contract.
• Identifying and executing up-sell opportunities within the existing client base.
• Host account review meetings with customers, to ensure all stakeholder and OP are aligned
• Project management of customer implementations.
• Organise and run EMEA customer events around London / Europe.
• Management and mentoring of the Services & CS teams.
• Manage EMEA Customer / Partner escalations and support issues, providing leadership/resolution and ensuring all stakeholders are kept informed.
• Leverage ObservePoint’s billable Managed Services team, where there are benefits to customers & partners.
Saas, Web analytics, Customer experience, Customer success, Account management, Google analytics, Adobe analytics, Customer Activation Service SaaS, Customer Onboarding, Event organizer, Project Management
2014 - 2015
job
Director, Customer Success EMEA & South Africa
Kony Europe.
Hands-on with clients, heading up Kony's CS team in EMEA & South Africa, responsible for driving customer renewals, account growth. Ensuring clients are satisfied and are realising measurable value from the Kony app development platform.
• Own all customer relationships post-sale, acting as a client advocate to Kony and subject matter expert externally.
• Work with customers to obtain use cases/references that can be used during the sales cycle and marketing.
• Own Customer / Partner escalations, providing leadership/resolution ensuring all stakeholders are kept informed.
• Align with Professional Services to identify new opportunities for new and existing customers.
• Work with the customers to establish a Roadmap / Blueprint to ensure developed apps meet business objectives.
• Project manage customer implementations that are red or stalled, getting their rollouts back on track.
• Run workshops/webinars with one or more clients on Kony platform best practice to promote successful usage
• Own all customer relationships post-sale, acting as a client advocate to Kony and subject matter expert externally.
• Work with customers to obtain use cases/references that can be used during the sales cycle and marketing.
• Own Customer / Partner escalations, providing leadership/resolution ensuring all stakeholders are kept informed.
• Align with Professional Services to identify new opportunities for new and existing customers.
• Work with the customers to establish a Roadmap / Blueprint to ensure developed apps meet business objectives.
• Project manage customer implementations that are red or stalled, getting their rollouts back on track.
• Run workshops/webinars with one or more clients on Kony platform best practice to promote successful usage
Customer experience, Customer success, Partner Management, Incident Management, Upselling, Customer Onboarding, Account management, Mobile Applications, Mobile app development, Saas, Software as a service, Project Manager, Business strategy
2013 - 2014
job
Sr. Programme Manager, EMEA Service Delivery & Support
Spring Mobile Solutions.
Hands-on day to day management of Spring's FTSE 100 EU client projects, ensuring SaaS products delivered to them are rolled out and performing at optimal levels whilst acting as customer advocate on their behalf.
• Management of European Tier 1 & 2 European Support Team.
• Ensure Service Delivery activities and Service Catalogue are within the ITIL framework.
• Incident and Escalation leadership ensuring all stakeholders are kept informed.
• Managed Service PGLS to Live during the transition phase.
• Present data and reporting on KPI’s / trends including Root Cause Analysis (RCA) to clients and stakeholders.
• Software release/enhancement management (making use of Agile).
• Financial management of budgets/contracts and customer billing.
• Implementing and Service Improvement Plans (SIP) as required.
• Management of European Tier 1 & 2 European Support Team.
• Ensure Service Delivery activities and Service Catalogue are within the ITIL framework.
• Incident and Escalation leadership ensuring all stakeholders are kept informed.
• Managed Service PGLS to Live during the transition phase.
• Present data and reporting on KPI’s / trends including Root Cause Analysis (RCA) to clients and stakeholders.
• Software release/enhancement management (making use of Agile).
• Financial management of budgets/contracts and customer billing.
• Implementing and Service Improvement Plans (SIP) as required.
Service Delivery Manager, Support Manager, Customer success, Account management, Program Management, Project and program management, Project coordination
2008 - 2012
job
Sr. Programme Manager, EMEA Customer Success & Support
Good Technology (Visto).
• Responsible for all EMEA customer implementations: project planning, resource allocation, governance, ensuring senior stakeholders are engaged and projects stay within budget and on-track.
• Lead, the EU Customer Success team based in the UK, Paris, Italy, Germany and Spain, ensuring each CSM is engaged with their allocated accounts and customers were getting measurable value from their investment
• Managed the Tier 1 and Tier 2 24x7 telephone technical support teams in the Philippines and North America during EMEA hours, monitoring call centre productivity and performance.
• Established an EMEA Professional Services team in October 2010, after identifying the need for dedicated billable service offerings, which went beyond the scope of the Customer Success and Support teams.
• Lead, the EU Customer Success team based in the UK, Paris, Italy, Germany and Spain, ensuring each CSM is engaged with their allocated accounts and customers were getting measurable value from their investment
• Managed the Tier 1 and Tier 2 24x7 telephone technical support teams in the Philippines and North America during EMEA hours, monitoring call centre productivity and performance.
• Established an EMEA Professional Services team in October 2010, after identifying the need for dedicated billable service offerings, which went beyond the scope of the Customer Success and Support teams.
Customer experience, Customer success, Team Leadership, Account management, Professional Services Manager, Customer support, Program Management, Project and program management, Change management, Project Management
2007 - 2008
job
Programme Manager, Field Issues Response & Support Team
Visto.
• FIRST - a 24x7 Agile disciplined team of developers, QA, and tier 1,2, and 3 Customer Support resources, located in the UK, US, France, and China. I realigned the team to be more customer-focused and proactive rather than a reactive maintenance group.
• Daily management of FIRST resources, projects, and workstreams including prioritising of software patches and solutions for critical production issues; creation of root-cause analysis documentation for external customers; support to Visto / Good field teams worldwide with the end customer technical projects; support to customers during acceptance testing (Enterprise and SMB); resolution of critical Support and Field team escalations.
• Overseeing QA and Scale Testing, and the delivery of fixes to end customers; prioritising and assigning fixes to future releases and ensuring patches and customer upgrades are delivered on schedule.
• Developed key working relationships with our Mobile Network clients and Mobile device manufacturers: Nokia, HTC, HP, and Sony Ericsson.
• Daily management of FIRST resources, projects, and workstreams including prioritising of software patches and solutions for critical production issues; creation of root-cause analysis documentation for external customers; support to Visto / Good field teams worldwide with the end customer technical projects; support to customers during acceptance testing (Enterprise and SMB); resolution of critical Support and Field team escalations.
• Overseeing QA and Scale Testing, and the delivery of fixes to end customers; prioritising and assigning fixes to future releases and ensuring patches and customer upgrades are delivered on schedule.
• Developed key working relationships with our Mobile Network clients and Mobile device manufacturers: Nokia, HTC, HP, and Sony Ericsson.
Program manager, It support
2006 - 2007
job
Programme Manager, Technical SWAT Team
Visto.
2005 - 2006
job
Technical Account Manager, Europe & Middle East
Visto.
2003 - 2005
job
Senior European Systems Analyst
Yahoo.com.
2000 - 2003
job
Senior Systems Support Analyst
AltaVista.com.
1999 - 2000
job
Senior Technical Analyst
Hyundai Cars UK.
1996 - 1999
job
Technical Lead, Desktop, Server & Project Support
Digital / Compaq.
1994 - 1996
job
Rare Book Dealer and Web Site Producer
Thornton's of Oxford Ltd..
Html, Rare book dealer, Web development
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