Mark Weston

Experience

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  Verint-Systems

  Jan 2007 - Oct 2019

  I was tasked to re-design and lead the Enterprise Customer Success Program to deliver business focused solutions to help drive successful value realisation outcomes. The program created a range of flexible solutions for customers to deliver business insights, platform optimisation and support the customers strategic goals. We built close relationships, delivered effective onboarding, provided strong leadership, owned issues and provided customers with the confidence that they expected of a strategic partner and vendor.Understanding business challenges, strategic goals and then building flexible programs to deliver agreed outcomes, was a great success. Providing best practice consulting and technology adoption enabled helped Verint to become trusted advisors. This created up-sell opportunities, growth and significantly improved customer and employee engagement. The program grew year on year increasing revenues, building customer capability and providing the foundation for continued successful. The role was customer facing and required a flexible approach with strong program management to ensure key milestones and business insights were delivered. Show less Responsible for the management of the channel development program across ANZ and the APAC region. The program was designed to educate, support and develop new and existing partners to build their knowledge and capabilities on the Verint enterprise WFO and CX applications and ultimately grow their business.The formal introduction of partner account planning to build knowledge, grow sales and develop service excellence to exceed targets was a key success within the role. Not just focused on large enterprise or systems integrators, the program supported those SME partners across the APAC region who needed an agile and personal approach to their business development and growth. I successfully delivered all the annual operational and revenue targets each year in role and attended Verint's Presidents Club in 2016 through the player's player nomination. Show less Successfully managed and grew the Verint Customer Support team in EMEA which provided technical support, service delivery and a wide range of managed services to Verint's customers and channel partners across the region. Senior member of the Premier Accounts team responsible for high touch service delivery into large customer accounts and designated premier partners. Designing service improvement programs, training and consultancy workshops, platform upgrades and expansions all designed to improve and maintain customer satisfaction and grow services revenues. Major accounts would include British Telecom, Vodafone, Barclays Bank, HSBC, Abbey National. Designed and implemented a range of Service Management best practices across the team to ensure a culture of Service Improvement and Customer Satisfaction was seen as a priority. This included the introduction and implementation of Post Call CX Survey that was linked to company KPI metrics. Show less Played a key leadership role in the integration and successful transition of two large Customer Support teams following acquisition of Witness Systems. This resulted in significant improvements in the overall service delivery provided by the team, service level adherence and customer satisfaction.Leadership and Development of the Service desk, Technical Support team and Service Delivery Managers supporting Customers and Partners across the EMEA region.Responsible for the introduction of Service Delivery and Technical Support best practices in line with industry standards with the aim of driving all round service excellence. Show less

  • Customer Success Program Director

    Aug 2016 - Oct 2019

  • Channel Partner Program Lead APAC

    Oct 2013 - Aug 2016

  • Head of Support Services, Verint Systems EMEA

    Jan 2011 - Sept 2013

  • Senior Manager, EMEA Customer Services

    Jan 2007 - Jan 2011
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  Plexus

  Oct 2019 - Mar 2020

  Head of Customer Success

  I joined Plexus to develop and expand their Customer Success program and grow associated revenues across the customer base. Plexus developed a SaaS platform providing a range of AI / Automation applications to accelerate and optimise high volume - low value tasks in the legal space. We analysed the customer life-cycle journey, re-engaged all clients to identify churn risks and built an updated program to deliver targeted customer success plans to drive adoption, identify up sell opportunities and grow revenues.Critically I drove closer collaboration with all parts of the business so that we were more closely aligned and focused on providing customers with an end to end experience that fostered great relationships and provided the foundations for growth and continued long term relationships. Show less

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  QPC

  Jun 2020 - Nov 2020

  Customer Experience Account Manager

  With 18+ years of providing customer engagement platforms in the contact center and software solutions to enterprise customers across multiple roles. As part of the growing business development / customer success team I worked with key accounts and new business customers to deliver an exceptional customer experience and provide best of breed Omni Channel Customer Engagement solutions.Getting close to customers, listening, understanding their required business outcomes to help provide the foundations of success and providing customers with the tools and solutions to help drive value realisation and widespread product adoption. Show less

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  NICE Ltd

  Nov 2020 - now

  Technical Account Management and Customer Success Lead

  Primarily responsible for managing a highly experienced (and talented) team of Technical Account Managers and Customer Success Specialists delivering outstanding results driven outcomes across named Enterprise customers across the ANZ region.The Technical / Customer Success team own the delivery of all services and customer success plans across key accounts in the ANZ region. They build strong relationships and have a very clear understanding of the customers strategic objectives and are responsible for the successful delivery of all deliverables and maintaining a stable platform using all available resources.Working directly or through channel partners to build strong relationships with a laser focus on customers strategic objectives and building plans that drive tangible value realisation with high customer satisfaction.Whilst managing the team I also support my own key accounts and deliver to a very high standard and provide leadership by example. Show less