Galway, County Galway, Ireland
I have over 10 years of experience in customer success and services, partnering with customers to solve complex problems and realise meaningful value from technology. I’m currently a Senior Customer Success Manager at SmartBear, where I help teams succeed with test automation and test management tooling to improve software quality and delivery. I bring a strong mix of technical understanding and commercial awareness, with a pragmatic, straightforward, and human approach. I enjoy tackling challenges collaboratively, building trusted relationships, and navigating complexity - typically with a problem-solving mindset and a sense of humour. I’m passionate about creating outcomes that matter for customers, whether that’s improving adoption, strengthening long-term partnerships, or finding smarter ways to use technology at scale. I’m always happy to connect with others who care about delivering great customer experiences and sustainable results. Outside of work, I’m an avid traveller and reader, always curious about new places, ideas, and perspectives. Specialities: Project and Program Management, Team Leadership, Employee Engagement, Customer Service, Customer Training, Customer Success
- Drove improved key metrics, such as renewal rate and expansion value, by increasing customers’ adoption and usage of the Qualtrics platform, through solving complex technical implementations, optimising technology configuration, conducting practical trainings, and supporting program reviews. - Coached and mentored new members of the team ensuring team members had the skills and resources needed to be effective in their new roles and reducing time to serve customers to one month into onboarding. - Supported the creation and development of the team including recruiting and interviewing new teammates, transforming stakeholder sentiment around the TSC team, and implementing scalable processes to support the continued growth of the team.
- Led the technical delivery of global Employee Experience programs for leading companies of various industries, by project managing workstreams, identifying and mitigating project risk, and developing effective, scalable solutions that enabled organisations to act on employee feedback and solve HR Business problems. - Trusted advisor to key strategic customers in EMEA, developing strong relationships with a consistent CSAT score of 4.7 (out of 5). - Enabled service delivery partners to deliver enterprise Employee Experience programs by hosting partner trainings, communicating best practice advice, and supporting them through initial technical programs. - Collaborated with Product Managers and Product teams to incorporate customer feedback into new product developments and feature
Venue Angel Ltd is a Venue and Event Hospitality Management Company that also supplies staff for different venues and events. Therefore it is imperative that I maintain a polite and appropriate decorum in order to guarantee a client's satisfaction and repeated business. In working for different events, it is also essential that I am able to adapt to flexible and fluctuating environments in order to achieve a high standard of service.