Elaine Roche

Experience

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  Dell Technologies

  Apr 2003 - Sept 2003

  Business Analyst

  Industrial PlacementWorked primarily with the Brio reporting tool creating reports for publication on the company intranetWorked with Brio, MS Excel, MS Outlook, MS PowerPoint and Business Objects Created, distributed, collected and analyzed a survey regarding software usage within the organization and presented the results to a senior member of my teamGained valuable experience working in a team environment in a large multi-national organization

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  Experian QAS

  Aug 2004 - Apr 2005

  Technical Analyst, Support Services

  RESPONSIBILITIESAssist customers over the phone and via email with any technical difficulties with QAS productsTrain new starters in the technical support team on the QAS product rangeWrite technical documents for publication on the company intranetCommunicate with a large number of people on a daily basis from account managers to customers all with varying degrees of technical abilityACHIEVEMENTSInvolved in a project to change the data update process for our mainframe customers who were some of the most high value customers to Experian QASManaged the Data Discrepancy System, a process that allowed customers to feedback data issues through us to our suppliers Show less

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  Experian QAS UK

  May 2005 - Mar 2010

  Provide product training to all sales teamsProvide paid for training courses to external customers including standard and bespoke coursesCreate training material for use internally and externallyDesign training course and make collateral available for customer useProvide installation and integration assistance on QAS products both over the phone and at the customer siteAct as Professional Services representative on internal development projectsProvide technical pre-sales assistance to all teams in the UK sales force Show less

  • Senior Consultant - Professional Services

    Sept 2007 - Mar 2010

  • Consultant - Professional Services

    May 2005 - Aug 2007
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  Experian QAS

  Apr 2010 - Apr 2012

  Practice Lead, Product Services

  Manage and lead a team of 6 consultants to provide pre-sales assistance and deliver paid for services to Experian QAS customersResponsible for gaining, training and retaining a full team of consultantsAssist with pre-sales of large and complex service opportunitiesProvide customer insight into internal product development projectsOperational management of SCV & Bureau and Training practices from H2 FY12Present at company meetings, customer events such as customer roundtables and other marketing seminarsRegular forecasting of monthly delivery and billed margin KPI’s Show less

• 

  Experian

  May 2012 - Apr 2013

  Head of Professional Services

  Lead a department of 30 peopleEnsure the team successfully deliver on the key activities of the department: pre-sales support, service delivery and solution implementationMeet the required KPIs of the business namely pre-sales revenue targets and recognised revenue service delivery targetsProvide customer insight to new product developmentsDefine a department strategy in-line with the company strategy and ensure it is delivered upon successfullyMotivate and inspire the department to not only achieve our KPIs to but to ensure that we deliver exceptional service to our customers at all timesPut effective development and training plans in place for all members of the department to enable them to grow a long and successful career at Experian Show less

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  Experian Data Quality

  Apr 2013 - Jul 2018

  Director of Professional Services

  Successful departmental delivery of key activities;bid management, service proposition management, pre-sales support, service delivery, customer engagement and project management. Define the company strategy with other senior managers and lead on key initiativesChampion data relationships with new innovative suppliers within the UK to help bring new and exciting data assets to our customersSet the vision and strategy for the department and put plans in place to successfully deliver on thisAct as a project sponsor for key accounts or customers who have purchased large cross business unit solutionsIdentify and own high risk processes as per the Experian FCA regulation requirements Show less

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  Wolters Kluwer UK

  Sept 2018 - now

  • Director - Professional Services and Customer Support

    Apr 2024 - now

  • Head of Customer Success

    Sept 2018 - Jun 2024