United Kingdom
I’m the founder of The Exec Memo, a small advisory practice that helps leadership teams make clearer calls when priorities, trade-offs and stakeholder alignment start getting messy. In a lot of businesses, the hard bit is not a lack of ideas, effort or meetings. It is getting to the real decision, bringing the right people with you, and moving without drift, confusion or polite misalignment. That is the space I work in. I help teams: • name the real decision • surface the trade-offs • reduce decision friction • align faster • get to a clear yes, no, or not yet My background is in customer success, strategic relationships and navigating complex environments where trust, clarity and good judgement matter. In plain English: I’m very comfortable where things are slightly knotty, cross-functional and important. The Exec Memo is built for B2B SaaS and technology teams, particularly where growth, change or complexity have made decision-making harder than it should be. I’m especially interested in conversations with founders, operators and senior leaders who are wrestling with questions like: • what are we actually deciding? • what are we optimising for? • who owns the call? • are we aligned, or just being very polite? If that sounds familiar, feel free to get in touch. Website: https://theexecmemo.co.uk Fit call: https://calendly.com/theexecmemo/15min
Founder of The Exec Memo, a decision advisory for leadership teams in growing B2B SaaS. I help teams remove decision friction and land high-stakes decisions that keep looping by making the decision clear, the trade-offs explicit, and ownership real. Work happens in short sprints and ends with a decision-ready brief and clear next steps. Typical decisions: product direction, pricing and packaging, go-to-market, priorities, operating model, and security tooling choices. Ways to work: Decision Sprint (speed) and Alignment Sprint (buy-in).
Customer Onboarding: Guide new customers through the onboarding process, ensuring they are familiar with CrashPlan’s features and can effectively set up and use the service. Develop and deliver training sessions and materials to help customers understand and leverage the full capabilities of CrashPlan. Customer Support and Relationship Management: Serve as the primary point of contact for customers, addressing inquiries, resolving issues, and providing ongoing support. Build and maintain strong relationships with customers, understanding their needs, preferences, and feedback to improve their overall experience. Customer Retention and Satisfaction: Monitor customer satisfaction levels through surveys, feedback, and direct interactions. Develop strategies to enhance customer retention, including proactive communication, personalised support, and loyalty programs. Product Advocacy and Feedback: Advocate for customers within the company, providing detailed feedback to the product and development teams to drive improvements and new features. Stay informed about product updates, industry trends, and best practices to provide relevant information and recommendations to customers. Cross-Functional Collaboration: Work closely with sales, marketing, product development, and support teams to ensure a cohesive approach to customer experience. Participate in cross-functional meetings to represent the voice of the customer and align strategies across departments. Problem Solving and Issue Resolution: Identify common customer issues and pain points, developing solutions and preventive measures. Customer Education and Resources: Create and maintain educational resources, such as video tutorials and webinars to assist customers in self-service and troubleshooting. Organise customer events and webinars to provide additional value and support.
Working as a trusted advisor helping to provide a higher return on investment for CrashPlans products and services. Manage and coordinate crisis and incident management, escalating and prioritising issues as necessary.
Drive customer satisfaction and revenue through resource development, direction and mentorship. Impacting NPS positively by 50% to 66% in one year as a result of a team wide client relationship initiative. Client retention at 99% and escalations down 90% in the same period of time. Leading a diverse team across the UK, India and Australia and enabling collaboration between regions to ensure consistency of readiness and delivery of support for our global clients. Aligned Technical Support processes and introduced internal SLA’s for global 247/365 Technical Support. Introduced an onboarding programme for new clients to create a seamless experience for the customer journey. Manage escalations and service critical communications. Global point of contact for clients reporting system outages. Created an incident response and recovery process and guidelines on communications for stakeholders and scenarios that impact clients, adhering to ISO9001 accreditation which introduced a framework for RCA’s and lessons learnt.
Providing bespoke support packages for strategic clients. I created a Premium Support programme for strategic Enterprise clients in EMEA that offered a single point of contact for any Service or Technical Support related issue. This position coordinated the client relationship and any potential escalation internally across functions. This helped turn Technical Support from a cost centre to a revenue generating team enabling proactive Technical Support.
Created a Closed Loop Process for Technical Support in EMEA by contacting all historical survey responses and discussing comments left, NPS and CSAT measurements. This ultimately helped enable a Client Experience Team leverage client feedback as a way to identify areas of the business that needed investment, providing clarity on challenges such as product enhancements and highlighting the value of the channel of communication to clients.
I was the single point of contact for strategic clients and partners. Working primarily with Shell Petroleum Logistics, I improved client relationships and the opportunity to integrate our offering of telematic systems.
While working for this mobile Customer Engagement company I provided support for Linux-based SMS processing systems including SQL. Create and managed a knowledge article database that helped reduce resolution time across the team by 12%.