Dubai, United Arab Emirates
I’m a client success and delivery leader with experience owning complex enterprise customer relationships in technology-led environments. After six years in management consulting, I joined a sustainability technology company at pre-funding stage as one of the first employees. As the business scaled from 3 to 70+ people and raised $40m across Series A and B, I led the set-up of customer service and customer success functions and became accountable for long-term outcomes across a portfolio of enterprise customers. I engage closely with senior client stakeholders to guide them from initial onboarding and implementation through to adoption, value realisation and renewal. My role sits at the intersection of customers, product and delivery teams, helping translate complex requirements into practical solutions and ensuring issues are resolved quickly and effectively. My background in consulting shaped a structured, analytical approach to problem solving, while my time in a scale-up environment has strengthened my ability to operate in ambiguity, build trusted relationships and focus relentlessly on customer outcomes.
During the scale-up phase as the team grew to 70+ through Series A and B funding rounds, led the set-up of the ITIL-compliant customer service and customer success functions, while playing a key role in managing customer relationships, building the business, running implementation projects, creating company culture, and solving client problems.
Joined in pre-funding start-up phase as third member of the team, showing excellent flexibility and organisation in working across several areas, including project implementation, business development and product management, while reporting into every member of the leadership, during growth to 20+ people.
Client projects include: • For a leading UK Bank, worked in the Digital team for 9 months on a wide scale agile transformation for 1,600 people. Led the design and implementation of a demand management approach and process. Also supported the design and implementation of a new agile strategic planning approach, including quarterly planning events. • For a UK Media company, working in an agile environment, designed a customer portal to reduce contact centre traffic. Working in sprints, led the design of use cases and customer journeys, decision trees and personas. • Working with stakeholders in Germany and the Middle East, designed a TOM for a Government Innovation Centre in Abu Dhabi, including 20+ end-to-end processes.
• Based in Saudi Arabia for 6 months at the leading regional Telco in the Middle East, supported Policy, Process and Procedure improvement.