Jem Moores

Experience

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  Goss Interactive

  May 2003 - Sept 2007

  As well as carrying out duties of the Sales Consultant role I also oversaw the running of the sales team my duties included:• General management and mentoring of the sales team and training of new staff. • Producing management information and sales reporting for the management board and delivering these.• Managed a project to procure and roll out a new CRM system (salesforce.com) which improved accuracy of management information available for reporting and forecasting. Also it enabled commission to be paid typically in 2 months rather than anywhere from 6-12 months and reduced man hours to complete this task. Show less

  • Sales Manager

    Jan 2005 - Sept 2007

  • Sales Consultant

    May 2003 - Dec 2004
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  Scream IT

  Jan 2007 - Jan 2008

  Sales Operations

  I worked with the product marketing team to define the needs of the online WCM, ecommerce and accounting system to be built by the technical team. Once the product was ready to take to market I also looked after the sales of the new product. My duties included: •Production of functionality specifications.•User acceptance testing.•Maintenance of the project management and bug tracking systems.•Specifying the automated sales process including integration with billing systems.•Sales reporting and providing progress reports for the management team on product development status and timelines. Show less

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  Nexus Open Systems

  Nov 2008 - Jun 2009

  Business Development Consultant

  My role was to develop software sales for varying products including WCM, CRM and Performance Management. In my time at Nexus my achievements include:•Secured initial clients for new WCM Ecommerce module to be developed in conjunction with these clients.•Won the contract for the Performance Management system for a council going through rationalisation of 7 councils to become a unitary authority.•Development of SAAS model for the existing performance management product.•Won numerous new clients for website development deploying the company’s in-house WCM. Show less

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  Embetel

  Jan 2010 - Aug 2010

  Project Manager

  My role was to analyse current systems, structures and procedures covering internationally based workers (UK, US and SE Asia) and understand the business needs and then scope and implement a new project management and tracking system. Duties and successes included:•Identified requirements for the project management system.•Liaise with project teams and at corporate level of progress of all projects once rolled out.•Vastly increased and improved visibility and control of all projects which reduced the inherent project scope creep.•Documented all process so that the system can continue to be utilised by other members of staff. Show less

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  Alterian

  Aug 2010 - Apr 2012

  Business Development Manager - WCM Specialist

  Since joining Alterian my role has seen me successfully carrying out the following:•Managing the complete sales cycle required to secure new clients; from completion of RFP’s & RFI’s through to contract negotiation and contract signature.•Worked closely with marketing and NBD team to source new leads and provide specialist knowledge and guidance.•Identified and worked with potential partners to sell Alterian offerings.•Worked closely with Pre-sale to get a full understanding of the client’s business needs to develop a solution from the Alterian suite of products to meet these needs. Show less

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  SDL plc

  May 2012 - Feb 2016

  As well as leading the team of CSMs, my main responsibilities were concentrated on a defined portfolio of SDL’s customers. I was responsible for managing key accounts in the UK and to act as the primary point of contact and trusted advisor to clients, identify sales opportunities, maintain relationships with SDL partners, upsell solutions and manage solution demonstrations and presentations. Other responsibilities:• Support and develop the CSM team and the practices of the team to deliver client success and achievement against KPIs.• Define easy to use and maintain reporting to support client development and track the success of the CSM team against KPIs.• Deliver measurable and superior customer satisfaction, continually striving to provide more comprehensive and responsive assistance to our customers.• Provide direction to the team of CSMs including prioritisation and resource scheduling. • Create and carry out product health checks to ensure clients are getting the best value out of the products installed and identify other products that may be of value to the business. • Manage appropriate communications with users, within the team and with a worldwide network of other stakeholders. Show less Through the acquisition of Alterian by SDL I transitioned to become Account Manager for the UK looking after SDL Tridion clients who include Home Retail Group, Virgin Money, Unilever, Ricoh, Regus and Rolls Royce. Key Responsibilities:• Plan and execute regular account review meetings identify new opportunities within SDL portfolio and assist clients in forming the business case.• Managing relationships to ensure client retention and become trusted advisor on user experience strategy and advising on future product roadmap. • Provide direction for all account team members in pre-sales, professional services and sales to ensure that client’s business requirements are understood and conveyed in the solution proposed. • Maintaining excellent knowledge of all client projects and working with clients to ensure critical success factors are met. Show less

  • Customer Success Manager Team Leader

    Jul 2014 - Feb 2016

  • Account Manager

    May 2012 - Jun 2014
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  Oracle

  Aug 2016 - Aug 2020

  Senior Customer Success Manager and Lead CSM Retail

  Initially I joined the Oracle customer success team looking after a portfolio of Customer Experience (CX) clients, leading to me specialising in the Ecommerce solutions. Latterly I looked after a handful of enterprise retail clients that utilised multiple solutions from the Oracle SAAS suite including Enterprise Resource Planning Management (ERPM), Human Capital Management (HCM) and CX. My focus was on working with key stakeholders from CXO to end users to become a trusted advisor and ensure clients maximised their investment whilst identifying new opportunities for cross sell and expansion Show less

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  SAP

  Aug 2020 - now

  Principal Customer Success Manager (CX)