Define the vision and guidance for the Customer Success Architecture team
Build a high performing team from 7 to 54 with 5 regional directors
Define and build a Customer Success Compensation Framework based on NRR and Usage Metrics for a global team of 100+ Customer Success Managers and Architects
Define business processes, playbooks and guides to enable the team to deliver Customer Success Outcomes globally
Partner with Professional Services, Marketing and Learning & Development teams to build a a knowledge base and learning day program.
Strategise and leverage team members to build a Digital and Scaled Model for Customer Success
Works closely with Customer Success Analytics team to build a Customer 360 view.
Enable the teams to resolve customer impacting situations while delighting our customers.
Senior Director, Architecture, Strategy and Delivery Innovation
Talend, UK | Jan 2020 - Sep 2021
Talend
Define the vision and guidance for the Talend Strategic Architect and Delivery Innovation programs
Deliver customer success outcomes through strategic architect and technical manager team globally
Train and enable Professional Services Managers and Delivery Managers on execution and delivery of Talend Success packages for our tiered customer base
Establish and manage the Delivery Innovation function to foster governance around field tools, methodologies, best practices, and technical enablement for employees, partners and customers
Definition and launch of Partner Accreditation and Partner Academy programs to streamline and scale partner enablement to meet business needs
Engage and drive to resolution challenging and customer impacting situations to enable adoption of Talend products