Managed Services
Designed a Managed Services proposition from scratch, proved it with a paid, three-customer pilot, then grew it to 14 customers with multi-million euro contract value and margins exceeding target in its first full year.
B2B enterprise software
Building, transforming and scaling customer-facing capabilities
Hands-on leadership for PE- and VC-backed B2B software businesses, across the whole customer lifecycle: from the first complex sale to recurring revenue that renews and expands. I spent many years in enterprise presales and solution consulting, as a practitioner and a leader. I then built and ran managed services, customer enablement, customer success and strategic consulting, most recently at VP level.
Available for interim, fractional and advisory roles.
With deep experience in both presales and post-sales, I build offers that are easy to sell, buy and deliver.
Where I help
When the customer-facing side of the business needs to change.
Build and scale
Creating a customer-facing function from scratch, or taking one that works at small scale and making it work across regions or a larger business.
New offers to market
Turning a capability or ad hoc service into an offer and taking it to market: packaging, pricing, field enablement and launch, through to delivery and renewal.
Operating model
Reshaping the operating model when growth, retention or expansion is held back by how the business runs, not by demand.
Complex sales
Strengthening presales and solution capability where enterprise deals stall between customer value, product and delivery.
After an acquisition
Redesigning customer-facing functions so the combined business has clear ownership and one model that scales.
Where I focus
- Go-to-market for new offers
- Managed and strategic service offers
- Customer enablement and education
- Scalable operating models for customer functions
- Customer success, retention and expansion
- Enterprise presales and solution consulting
- AI adoption in customer-facing teams
Track record
An operator, not just an adviser: I design, sell, build and scale.
Built new recurring revenue
Customer Enablement
Created a Customer Enablement and eLearning business, reaching over 20 customers in its first year, in three languages (English, French and German) across the US, Canada, Europe and Asia. It sped up onboarding and adoption, and prepared customers before implementation began, so projects ran better.
Won and rescued enterprise deals
Financial services turnaround
When product problems had a global financial institution questioning the platform, I re-engaged up to CIO level and led a cross-region recovery. The platform became the backbone of its IT simplification programme, with a group-wide rollout and multi-million dollar expansion revenue.
UK government
Worked with a central government department's CIO and leadership team to design a dashboard tracking all IT change, overcame their SaaS concerns to win a multi-million pound SaaS deal, then led the adoption programme post-sale.
Americas
Based in the US for six years, won a run of hard-fought, multi-million dollar deals with leading telecoms carriers across North America and the Caribbean.
Scaled and led
Customer Success
Built Customer Success from a standing start into a global function, growing actively managed recurring revenue into double-digit millions with consistently high net and gross retention. Spotted service gaps that customers would pay to have filled, and turned them into new revenue streams.
Through two acquisitions
Led customer-facing teams through two acquisitions. When Sciforma acquired KeyedIn, I took the Managed Services offer I'd started building at KeyedIn, completed it and scaled it across the combined business. When Planview acquired Sciforma, I took the team through the transition into the new organisation.
Global roles
Held global roles leading customer-facing teams and customers across continents, adapting what works in one market so it works in the next. Most recently led a matrixed delivery team across five countries.
Applied AI
Put AI publishing agents into live use for a charity, and bring that practical knowledge into my work: where AI genuinely helps customer-facing teams, where it doesn't, and what it takes to adopt it well. AI strategy and AI ethics auditor certifications from Oxford's Saïd Business School.
A selection of customers I've worked with
HSBC · GSK · Fujifilm · PIMCO · Lloyds Bank · Experian · AT&T · Fidelity Investments