Loughborough University

Coventry University

Customer Success Coach at Culture Amp

London, England, United Kingdom

- Developing deep product and domain expertise
-  Listening to and understanding customer plans and needs
-  Coaching customers on developing their "employee feedback strategy"
-  Partnering with Product teams and engineers on designing solutions that address customer pain

Culture Amp

Senior Customer Success Coach

Working with high-value customers to design and execute Change Management plans for implementations of the cloud Content Management tool, Box.
-  Identifying appropriate sponsorship for the change
-  Positioning of the tool
-  Communication and training
-  Engaged in pre-sales conversations with prospective customers, inspiring them to partner with our team

Change Management Consultant

Consulting with customers of various sizes and industries, on implementing Box's Cloud Content Management system.
-  Identifying and analyzing use-cases with end users
-  Providing detailed feedback/requirements to Product teams based on customer needs
-  Developing best practices on Change Management and User Engagement
-  Internal liaison between Product team and customer-facing teams for Desktop client
-  Working on accounts with 70,000+ end users

Implementation Consultant

Working on the implementation of a cloud HR Information System in an organisation of 44,000 employees across 100 countries.
-  Personally led the implementation of new HRIS in 18 National Offices (12,000+ employees)
-  Owner of and project lead for the roll-out of company-wide time tracking tool
-  Owner of and project lead for the roll-out of an HRIS/Payroll reconciliation tool
-  Collaborated with software house on several complex enhancements to the platform
-  Self-taught VBA programming and put it to use in automating report-generation
-  Presented to Senior Management on project progress and analysis for decision making
-  Consulted on business processes improvement using Six Sigma methodology
-  Led face-to-face training of end-users and provide remote post-implementation support to offices in different cultures
-  Documenting and sharing knowledge with relevant teams

World Vision

Implementation Analyst

Working for a publicly-funded website which helped prospective students find suitable opportunities to study Higher Education

-  Maintained a database of over 10,000 records of Higher Education courses
-  Designed and implemented a new procedure for identifying out-dated records
-  Testing front-end website functionality
-  Maintained a time-tracking database of employees and interns
-  Produced mass mailings and prepared contracts

Joseph Hopkins