United Kingdom
Director and equity owner at Finova, focused on driving measurable customer outcomes and long-term value. I’ve held senior leadership roles across global technology organisations including Microsoft, Salesforce and IBM, and I’m a founder at heart - having built and successfully sold my own business. I thrive on scaling teams, strengthening relationships and turning strategy into results.
As Director at Finova and a member of the Senior Leadership Team, I lead a high-performing team of Customer Success Account Managers (CSAMs), Project Managers, and Project Coordinators. My focus is on driving customer satisfaction, delivering seamless project execution, and building long-term strategic relationships. I work closely with cross-functional teams to ensure clients realise maximum value from our solutions while contributing to Finova’s growth and operational excellence.
Driving Customer Success for MuleSoft by overseeing a strategic portfolio of Signature clients, focused on maximising retention, renewals, and growth. My role centers on aligning MuleSoft’s Signature Engagements with evolving client objectives, ensuring long-term value and satisfaction. Additionally, I manage collaborative initiatives across the MuleSoft partner ecosystem to enhance customer outcomes and support ongoing innovation and success across our network.
1 of 4 UK Senior Leadership Team UK Azure, AWS & Google Cloud Platform Commercial Lead Leading Strategic Alliances - GSI and hyper-scaler partnerships including Microsoft, AWS & Google Cloud Leading the end-to-end commercial process at Nordcloud to deliver maximum impact and value for our largest and most strategic key clients. I did so by challenging our customers and delivering customer interactions specifically designed to disrupt their current thinking and teach them something new: In other words, influence large-scale Cloud-based transformation programs.
As Customer Success Account Managers we helped drive successful outcomes throughout the delivery process, by leading customer delivery. My role was to oversee and ensure prioritised alignment of coordinated outcomes across Support Programs, Customer Success Engagements, and Consulting projects that drive operational health for the customer leading to growth, retention and top-level NPS scores.
A Senior Service Delivery Manager is a trusted business advisor to Microsoft's Premier Support clients providing valuable guidance around operations and optimization of their IT infrastructure through quality Service Delivery Management. Once a Premier client has deployed a Microsoft product, should something unexpected occur, the SDM working with Customer Service and Support (CSS), manages the incident to resolution and then follows up to ensure either product improvement within Microsoft or operational improvement within the client's IT environment. By maintaining a long-term relationship, a SDM gains an understanding of their clients' IT organizations' impact on overall business, their IT goals, and their pain points - which is used by the SDM to create a Service Delivery Plan ensuring their customers' operational success with Microsoft products.
A Key Accounts Service Delivery Manager is responsible for taking ownership of the relationship with each of their clients and to serve as an interface between the client and Rackspace support. They ensure that their client's technical and specialist support needs are met. The role requires extensive Project Management and Service Improvement knowledge. Within the Key Accounts Team, Service Delivery Managers are expected to work in a pro-active manner, engaging with their clients regularly, building partnership relationships where clients engage with us as trusted advisors of technology. Key Account's SDMs are required to identify Continual Service Improvement initiatives driving improvements across all areas of Rackspace’s business benefitting not only Key Account's customers but our entire client base. Key Account's SDMs need to work outside traditional SMB behaviors managing the implementation of non BAU activities that ultimately improve the experience of our customers, ensuring the Fanatical Support experience becomes more proactive within the traditional Service Levels. Key Account Service Delivery Managers are also expected to drive process change by identifying gaps between innovative best practices and Rackspace standard operations, design improved operational standards, and implement and deliver the changes into the Key Account's IB.