Owned and continuously improved the end-to-end onboarding process for US dental and medical practices, capturing deep insight into client objectives and setting clear expectations for long-term success. Served as the primary client-facing representative and trusted advisor throughout onboarding and early partnership. Proactively identified retention and delivery risks, leading cross-functional action plans to resolve issues before escalation and protect long-term account health. Drove adoption through performance check-ins, best-practice sessions, and client education to increase confidence and long-term value realization. Optimized and scaled customer success tooling (HubSpot, Notion, AskElephant) to improve onboarding efficiency, client health visibility, and cross-functional alignment.

Strategic success lead for one of Salesforce UKI’s largest Financial Services customers, accountable for adoption, retention, and long-term platform value across a complex enterprise environment. Established a framework for proactive customer engagement which led to a joint vision, roadmap, and delivery of success outcomes, transforming the relationship from vendor to strategic partner. Led migration from Salesforce-managed physical data centers (Oracle) to Hyperforce public cloud infrastructure (AWS), aligning with technical, legal, and regulatory governance. Mitigated $4 million in attrition risk by collaborating closely with Sales and Professional Services Advisory Team to identify opportunities for incremental growth in additional products and licenses. Led early adoption of AI and AgentForce within customers' sales organizations through structured enablement programs, curated learning paths, certification initiatives, and delivering multiple successful proof-of-concepts. Championed EMEA-level employee experience improvements through survey analysis and engagement sessions.

Led the rapid stand-up of a new cloud-based Dynamics 365 service. Accelerated launch of a new Dynamics 365 cloud service by leading governance, agile delivery, and cloud risk management. Mobilized and led a production support team to stabilize early-stage adoption and ensure operational readiness.

Success lead for Microsoft’s largest global banking customers (40M end users across 62 countries), owning executive relationships, adoption strategy, and outcomes across a $212M services portfolio. Delivered $21M in projected annual savings by accelerating low-code adoption through a unified Power Platform strategy and Centre of Excellence. Increased frontline productivity by 20% and reduced cost-to-serve by 15% through global Dynamics 365 rollout (4.7K users). Drove $5.2M in growth through expanded Dynamics 365 and Power Platform adoption. Mitigated $2.8M in attrition by identifying low-adoption risk signals and leading targeted intervention plans. Co-developed a global Customer Success tool to track workload, health, and consumption across Microsoft’s Customer Success unit.

Led the change journey from legacy CRM to a next-generation cloud-based Customer Engagement Platform. Managed 4 CRM instances, 8k users, and led an international team of 13 (105 indirect reports) with a budget of £6.3m. Enabled £14bn COVID-19 government loans by delivering 60+ operational changes, repurposing staff, and enabling relationship managers to track and manage loan products. Secured regulatory approval for material outsource to the cloud (Microsoft Dynamics 365), one of the largest of its scale (1m customers, 8k users, and market sensitive data). Achieved 92% adoption satisfaction by a design-led adoption approach, securing C-level commitment as visible change sponsors, and coaching mid-level managers to advocate and role model new ways of working. Increased relationship managers' customer interaction time by 30%, expanded service team capacity by 25%, and reduced cost-to-serve by transitioning 8k commercial and business banking SME users to a cloud platform. Played a key role in achieving #1 UK commercial bank ranking for customer satisfaction (NPS 24), with CRM delivery credited as a core contributor by the Chief Executive. Enhanced service delivery by integrating ITIL support into CRM, launching agile operating models (JIRA, SAFe), and improving platform stability, reducing incidents by 38% and accelerating change delivery by 50%. Delivered £2.26M in cost savings through decommissioning legacy CRM platforms (£1.4M), implementing innovative learning solutions (£460K), and consolidating CRM licenses across divisions (£402K).

Transformed service delivery into an agile, design-led organization, securing key relationships for CRM program success. Managed 2 CRM instances, 5k users, and led a team of 18 with a budget of £4.5m. Stabilized a rapidly expanding on-premise Commercial banking CRM platform (400% growth). Achieved 49% cost saving (£705k pa) through innovative service delivery operating model changes. Established a high-performing service delivery organization, reducing incidents and C-level escalations by 30%. Capacity created through self-service and automation reinvested to drive adoption and outcomes. Cultivated a growth mindset-learning culture, promoting regular training and certifications (ITIL, Service Excellence, Agile, Azure, Dynamics 365, PowerBI), facilitating individual and leadership development. 3 staff promoted through coaching, development, and the creation of new career opportunities.

Established the team and defined a best practice service management framework to drive delivery, improvement, and innovation of an in-house bespoke CRM platform. Managed 1 CRM instance, 6k users, and led a team of 5 with a budget of £2.2m. Achieved 50% faster delivery of anti-money laundering complex regulatory requirements to ambitious timescales. Achieved 33% faster customer onboarding by implementing account opening lean program changes. Achieved 99% availability and 97% customer satisfaction.

Delivered global infrastructure and application services to 40k users across 5 continents. Led a team of 7 with a budget of £1.2m. Delivered a global support model for application and infrastructure services (SAP R/3, SAP Portal, Hyperion). 92% of service issues proactively resolved due to implementation of ITIL support and open-source tools. Increased efficiency through outsourcing of in-house service desk, with no decline in service quality.

Defined a service management framework to support global infrastructure services. Supervised 5 staff. Established and led implementation of a global service desk, introducing integrated infrastructure monitoring capabilities, ITIL processes, and service level agreements, with all services meeting or exceeding agreed service levels. Built a team that supported 275% growth in revenue (£3bn to £11bn) integrating 6 major acquisitions. Delivered 12% average year-on-year cost reduction (with 320% increase in network capacity).

Defined and implemented a head office service desk, supporting 3 offices (UK, South Africa, and the Netherlands).

Delivered desktop and server support across Saambou Bank branches.

Delivered internet configuration and connectivity support.