Will Milburn

Experience

• 

  Legend by Xplor

  Feb 2013 - now

  Managing Legend’s Client Support across the UK and Canada offices to facilitate all clients’ needs and ensure their continuous satisfaction. Key Responsibilities include: - Managing Legend Support team including 12 staff in the UK and 3 in Canada- Ensuring the team have sufficient knowledge of Legend software and our processes to adhere to SLA timeframes and meet customer expectations- Building strong long-term and strategic client relationships, taking on board regular scheduled support calls with key customers- Responsible for prioritizing software bugs to be fixed depending on their severity including liaising with development teams to produce emergency bug fixed when needed- Managing internal staff escalations from departments such as Account Managers- Responsible for setting up collaboration among various operational and account management teams to identify strategic solutions that will both satisfy the clients’ requests and ensure our current operational planning is still maintained- Responsible for dealing with client escalations and providing reassurance that their issue is being looked into Show less Managing projects and making sure that Legend software was installed on time, with all client requirements met and within agreed cost. - Creating, developing and delivering virtual and face-to-face training for new and existing clients on all aspects of the Legend software- Continuous self-learning of the Legend product to be able to perform advanced training to clients- Attending regular client meetings to discuss the status of projects- Managing data migration as part of the projects’ implementation Show less

  • Project Manager

    Apr 2022 - now

  • Customer Support Manager

    Oct 2018 - May 2024

  • Implementation Engineer

    Apr 2015 - Oct 2018

  • Senior Customer Support Engineer

    Feb 2014 - Apr 2015

  • First Line Support Engineer

    Feb 2013 - Jan 2014