Greater Dublin
I would describe myself as an extremely ambitious and driven individual who can apply himself and deliver results through a combination of application, initiative and intelligent learning. I take pride in my natural instincts for people and service to benefit any business. I believe I’m a positive force in any customer-facing organisation. Skills: Sales Operations, Performance Management, People Management, Customer Success, Sales Coach, Mentoring, Project Management, Data Analysis, Reporting, Sales Manager, Customer Onboarding, Partnerships, Stakeholder Management, Team Building, Teamwork, Interviewer, Business Development, Trainer
I was appointed Sales Operation Manager in Google, continuing my management of the Customer Success team in addition to managing teams who created and executed programs associated with the retailer journey post sale. I drove our team strategy and execution, growing our user base as a Google product. I managed a total of 12 agents (3 full-time, 2 on a temporary contract & a team of 7 vendor agents). I hired and onboarded new agents to the team based on task volumes and budget. * With Pointy being integrated further as a Google product, our team tested new features being created to support this momentum and ensure a smooth transition. * Moved FT focus to priority, long term value tasks & built new relationship with vendor operations to manage high volume/low complexity tasks. * Built and managed relationships with vendor operations, defining & outsourcing high volume tasks. - -- * Upskilled the team to manage these processes, managing quality assurance processes through KPI performance. * Worked cross functionally, being a key stakeholder in cost effective programs with other teams to reduce our customer acquisition cost * Increased team effectiveness in Retailer Onboarding by defining team priorities aligned with the high level goals of Pointy becoming a new feature for Google * Changed our team norms by pivoting onboarding responsibilities based on agent ability and bandwidth. * Prioritised and defined team processes to ensure optimum results. * Created and managed methods of reporting to improve the transparency between teams and to find further collaboration opportunities
Promoted to Customer Success manager upon Pointy’s acquisition to Google. Took the first management position in this team managing five agents. Created tasks based on system triggers to support our customers. Focused on providing account management at a high standard, we regularly partnered with Customer Support, Channel Sales and the Sales BDRs teams. * Prioritised and defined team processes to ensure optimum results, changed team norms by pivoting onboarding responsibilities based on agent ability and team bandwidth. * Created upselling opportunities, setting up a new task for the team, focused on engaging retailers to start running Ad campaigns, achieving a 25% conversion in the first 6 months. * Managed large accounts through partner onboardings, working closely with Sales and Support teams to create specific processes based on their total addressable market. * Collaborated with Engineering to design and develop the customer journey, introducing task automation across team workflows. * Moved FT focus to priority tasks such as customer issues (resolve cases), new prospects (passed down from Sales), long term value tasks (account management triggers) and built new relationships with vendor operations to manage high volume/low complexity tasks. * Managed team performance through regular assessment of team KPI’s, tracking and communicating weekly goals to team to promote performance weekly. * Provided daily coaching and professional development, including weekly 1:1 meetings and the creation of development plans.
Successful in interview to be a part of a priority project, aimed to create an e-commerce platform for Pointy retailers. I interviewed, managed and coached a team of 5 high performing sales agents, responsible for recruiting brands to our marketplace platform. This project was a success as it confirmed Pointy could be an e-commerce platform and greatly influenced our company acquisition to Google.
Promoted to lead based on sales performance and natural coaching instincts. Managed 4 agents to meet the company's aggressive scaling goals. Ensured sales quality through call listening, coaching and close management of team KPIs.
Outbound sales agent, responsible for recruiting new paid US and CAD retailers to the platform. Challenged with attaining their credit card information to be charged against running ad campaigns to improve their online presence.