Experience

• 

  Lionbridge technologies

  Mar 2003 - Jul 2004

  Localization test engineer

  Detailed review and system verification on internationalized software for localization defects.

• 

  Ibm

  Jul 2004 - now

  Lead the EMEA TAM organisation supporting IBM Cloud's largest and most critical Premium Support clients across EMEA, ensure their success and growth.Lead the growth and hiring of the TAM organisation into new regions, aligning with business strategies and overall service delivery. Managing the requirements, definition, hiring, onboarding and ensuring the success of the new team members through process curation and performance analysis.Visit clients and handle escalations in Europe across a variety of industries including financial sector, consumer products, retail, and others.Continued focus on pipeline and renewals to drive a steady pipeline, working with Sales and GTM Leaders to ensure strategic alignment and a unified approach to our clients.Foster a culture of growth for my team, recognising their success and driving their career progression, and in turn leading improved employee engagement results YoY.Standardise purpose-built process for my team across all geos to enhance the global Cloud delivery service. Show less Led the Customer Satisfaction Project Office, handling all the complex critical situations across EMEA for IBM Cloud.Managed end to end critical client situations, building virtual teams using my network to ensure a successful solution was outlined and delivered. Worked closely with the client executive and technical teams to ensure their alignment on progress, while driving the backend teams to deliver the required outcomes. Engaged in client visits where appropriate, delivering significant milestone progress reports along with aligning on the strategy for our client's success. Show less

  • Manager, EMEA Leader, IBM Cloud Technical Account Management

    Aug 2022 - now

  • Critical Situations Manager / Resolution Team Lead, EMEA CSPO Lead, IBM Watson & Cloud Platform

    Jan 2018 - Aug 2022

  • Critical Situations Manager, IBM Collaboration & Talent Solutions

    Oct 2015 - Dec 2017

  • Technical Lead - SmartCloud Notes & Verse / Connections Cloud Meetings

    Sept 2013 - Oct 2015

  • Senior Technical Support Engineer

    Jul 2004 - Sept 2013