Well what can I say - I've done a few jobs in my time but I've been with InTouch for 8 years and grown with the company. I'm the Customer Success Director and it's my job to make sure everything not only works but flies along for our customers.
I've worked on projects for the RFU, Xerox, Rugby World Cup 2015, The British and Irish Lions, the WRU as well as other clients of all varying shapes and sizes. I'm always happy to chat with customers (old, new and future :) ) about how they can save time and make money using our system - and to prove it!
As Linkedin says: -
Ensuring that InTouch users receive ‘best in class’ customer service is my goal. Recognition of our achievements when we won the CRM Software Satisfaction Award in 2012 highlights the progress that we have made, and the value that our customers place in the service they receive.
I'm responsible for the vision and strategy for InTouch support for our customers and partners in the UK and globally. Our strategy is to be pro-active and invest to create and provide education-based support and marketing. I'm passionate about helping our customers to make the most of the breadth of InTouch capability to improve their customer service, marketing and sales.
As Customer Success Director there are three main areas of the business that I'm responsible for:
Customer Success –. My team supports over 3000 customers and their many users of the intouchcrm system means that our processes and systems need to be robust. We have created educational resources to do this effectively. I run an ongoing project to update support infrastructure from phone systems to online support platforms to ensure that customers and partners have various touch points for engagement.
Email Marketing - I ensure that our email marketing service delivers results for our clients. We send over 45 million emails a month. Several national brands and membership organisations use intouchcrm and are delighted with our service.
Implementation Support – I've developed and lead the delivery of a range of implementation services. I oversee between 5-15 assisted implementations per month, including implementation projects for websites and complex marketing plans.
Customer service best practice, email marketing best practice, email template design, customer database, database segmentation, email campaign targeting, content marketing, email deliverability, CRM implementation planning, data cleaning, custom fields, data migration, Customer Success