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Freelance: Customer Success, Support and Project Lead.

Stuart Young , Kirkdale, London., United Kingdom


Experience

15 - 24 years

Other titles

Customer Success Manager, Digital Consultant, Services Manager, Retail Support Manager, Account Manager, Project Manager, Health Programme Manager, Support Manager, It Consultant, Customer Experience Manager

Skills

Customer success, Digital transformation, Support Manager, IT consultant, Customer service, Customer experience, Customer support

I'm offering

A hands-on entrepreneurial technology professional of 25 years, with international experience. Having spent the last 13 years in senior European Customer Success & Tech Support roles for US-based SaaS start-ups. Positions included Team Management, Consulting, Project Management an 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.

CUSTOMER SUCCESS: Passionate about delivering the best possible customer experience to clients by closely managing their SaaS/On-Premise implementations, on-boarding and on-going goals and account relationship. Driving positive health scores, contract renewals and account growth by demonstrating in-depth product knowledge as the SME while being the client advocate internally and ensuring customers get maximum value from their investment. Having a thorough understanding of the business challenges customers are facing and finding smarter ways to manage those issues. Whilst not losing sight of internal company goals demonstrates vision by developing current customer situations driving them forward, by reviewing product analytics/trends in usage and proactively looking for new cross/up-sell opportunities and gaining excellent reference case studies for marketing campaigns, hosting regular webinars.

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

TECH SKILLS: Defect Triage, Escalations, Wireless, Mobile, Crypto Currencies, API's, SSO, Hardware, SAAS, PAAS, ZenDesk, Confluence, JIRA, Slack, Agile, Scrum, IoT. Mac, Exchange, Windows, Office365, GSuite, TCPIP, Social Media, AWS, Azure.

Markets

United Kingdom

Links for more

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Language

English

Ready for

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

My experience

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

2017 - 2018   job
Manager: Customer Success, EMEA LeanKit.
Responsible for EMEA Customer Success focused on LeanKits, Engineering / Aerospace and Manufacturing clients.

- Establish strategic customer relationships with clients, focused on driving the continuous value of LeanKits products and services.

- Mentoring and Advisory to LK's global CS team.

- Be the primary point of contact, guiding and tracking identified goals, managing the account, coordinating user onboarding and enablement, and serving as a trusted advisor/advocate for clients.

- Establish and maintain consistent and effective communication across all areas of the internal business is essential (Sales, Product, Support, Finance, Marketing).

- Nurture clients; aimed at increasing adoption and satisfaction, account growth, advocacy and retention.

- Organise and staff attendance at EMEA Agile/Lean industry events.
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 once contracts are signed. Ensuring clients are engaged and supported and getting maximum value from the product to the ensure renewal of the contracts will be achieved. Secondly managing/scaling up ObservePoints EMEA Customer Success team. The Central driver is ensuring the success of our customer’s app/web analytics strategy through the use of the OP SaaS platform.

- Own customer/partner relationships during a PoC through to fully signed contract.

- Identifying and executing up-sell opportunities within existing client base.

- Chair regular account review meetings with customers, to ensure alignment between customer and OP.

- Project management of customer implementations of OP's SaaS analytics solution.

- Organise and run EMEA customer events around London / Europe

- Management and mentoring of the CS and Services teams.

- Own EMEA Customer / Partner escalations and support issues, providing leadership/resolution and ensuring all stakeholders are kept informed.

- Act as customer advocate internally within OP, by developing a comprehensive understanding of the client's industry business challenges and objectives.

- Leverage ObservePoints billable Managed Services team, where there are measured 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


My resume

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