Garth Hill

GTM Operations & Customer Operations Director  at SoftBank Robotics EMEA

London, United Kingdom

Responsible for leading operations across EMEA within a new RaaS market space. Designing, planning and delivering the tools, processes and resources needed drive the customer journey for increased value and customer retention.

SoftBank Robotics EMEA - Whiz

Leading Professional Services, Customer Success and Technical Support teams globally. Plutora is a leading provider of continuous delivery management for enterprise IT. The Plutora Platform, which includes release, environment, test and deployment management, transforms IT release processes by correlating data from existing tool-chains and automating manual processes providing a single view of releases and associated metrics, such as testing quality. Plutora benefits organisations by providing predictability in the software release process, improving the speed and frequency of releases, better aligning IT software development and business strategy.

Plutora

Vice President, Professional Services, Customer Success and Technical Support at Plutora

Responsible for all customers across EMEA within the post sales organisation, which consists of the following: •	Develop trusted relationships with decision makers within each assigned customer and serve as the lead point of contact. •	Understand each customer’s strategic goals to make strategic and tactical recommendations based on Plutoras products and services (outcome driven) •	Gather valuable feedback from clients for continual product improvements. •	Maintain expertise on industry trends/practices and competitive landscape. •	Play a critical communications role by regularly interacting with customers to clearly and succinctly communicate insights. •	Work with internal teams to balance, meet and exceed customer expectations and perceptions. •	Oversee the customer onboarding process and monthly data collection for assigned customers. •	Work closely with Product and Engineering teams on the identification and tracking of enhancement requests for future features and functionality. •	Understand various post-sale adoption methods and devise ways to measure and improve to ensure the customer onboarding and handoff experience is world-class •	Develop new materials (i.e. presentations, best practices, onboarding plans, etc.) as needed to improve organizational structure. •	Partner with Sales to develop a plan for customer success and expansion for each customer to achieve growth goals. •	Identify up-sell and product extension sales opportunities and communicate any potential risks that would threaten renewal•	Maintain a deep understanding of Plutora’s platform and speak with customers about the most relevant features/functionality for their specific business needs. •	Recruit and manage future Customer Success Managers/Consultants to support business growth and scalability.

Customer Success Director - EMEA  at Plutora

Responsible for the success of all partner/customer led programs, globally. Leading the direction of Actifio's enablement program for increased self-service and revenue.Maintain and expand enablement governance and processes into the business. Responsible for driving success within Partner & Customer environments to increase Actifio revenue streams as well as supporting enterprise customer adoption.Work with cross-functional teams to streamline and deploy enablement programs as well as maintain healthy accounts globally.Identify strategic change programs and drive the end state. Mentor a global team.Responsible for CSAT/NPS for all Global Partners & Customers.Achievements - I created a new Managed Services and Value Added Reseller Enablement Program that is aimed at providing Actifio partners with the knowledge and tools to drive their own services and drive self-sufficiency. This program is now live and driving new bookings in excess of $1m+ and also driving self-sufficiency_____ILLEGAL_CHAR_SSSTART27ILLEGAL_CHAR_EEEND_____ within our partner network that has increased Actifio's revenue forecast.Maintained a 100% gross renewal rate across all customers globally.

Actifio

Global Director - Partner & Customer Success

I was responsible for heading the PMO globally and driving the framework for project success and client satisfaction for all professional services engagements within a SaaS environment.Implemented the first Global PMO services site for global consistency and grew the PMO framework from a small startup model into a mature world-class model that is now driving hundreds of engagements each Qtr. Designed and implemented Actifio's integrated platform for all project management activities so that each PM has a streamlined approach to managing their day to day activities. Risks Issues Change Control Decisions Actions Communication PlansScopePlanning

Global PMO Leader

Responsible for heading implementations across EMEA and maintaining client satisfaction for future growth (customer success).Acted as the first delivery/customer success manager within EMEA which also involved setting up the first sales dashboard so that PS can scope sufficient costs within contracts and also forecast revenue.Responsible for all Professional Services projects and also mentored engineers during engagements. The main point of contact for all clients within EMEA for post-sale activities.

EMEA Manager - Implementation and Customer Success

My role within Savvis was to manage all elements of professional services/customer success engagements for Silver/Gold contracts for Thomson Reuters. The objective of the role was to manage the successful deployment of CenturyLink solutions for Thomson Reuters to agreed timescales, budgeted costs and the required quality levels. This role provided the main point of contact for the client execs and also project/programme/ internal executives throughout the lifecycle of an engagement and ensured the successful handover to the Support Centre (SSC) on final acceptance. I was also responsible for maintaining the customer relationship throughout the term and to identify increased value areas, as well as drive, cross-sell/upsell numbers.This role was a senior position within CenturyLink which provided the project and programme managers an escalation point as well as mentoring guidance and support for all silver and gold projects. This role was key to supporting EMEA's largest client with an ARR of £12m P/A.•	Validate new orders to ensure that project deliverables are clearly defined, have departmental approval and are agreed with the customer at the initiation phase of the project.•	Work with the Client Service Partner and relevant heads to ensure any deployed projects are incorporated within existing or new customer support agreements/contracts.•	Provide and manage the conduit for all communication written and oral with the customer in relation to the Project.

CenturyLink Business for Enterprise

Senior Customer Success / Profesional Services Leader (Managed Services)

Senior Project / Professional Services Manager for various internal and external professional services engagements. Externally covering 150 clients.Key Activities:•	Resource Management / Line Management •	PMO Management •	PS + Project Management•	Change Management •	Account Management + contract audits •	Project Planning + SOW creation•	Communications lead for various clients on project requirements•	Communications lead for 3rd party suppliers •	Technical planning and troubleshooting •	Prince2 methodology I was acting as a Senior Project/ Professional Services Manager for a Managed Service Provider based in London for all new professional services engagements that were initiated through contract renewals or new business. My role involved managing a team of 10 technicians/architects that were assigned to various work packages and to make sure project rollouts were processed and controlled.This role also involved management of IT staff for consistency across the company, plus mentoring and making sure each individual met their yearly objectives as well as designing a PMO from scratch so that each PS engagement followed governance and consistency.Since joining oncoreIT I successfully managed 50+ projects ranging from small to medium sized rollouts, these projects were managed and controlled within a prince2 environment so that each stage within a project was controlled and approved via project stakeholders.My role specialized in IT managed services + enterprise projects ranging from 3 weeks to 8 months surrounding business needs ranging from £50k to £5m which involved the following:SANNetworking Security Server Estates DC components BaaS SaaSDRaaSIT consultation & MSP offering design Enterprise rollouts 24/7 support modelling

Oncore IT Ltd

Senior IT Project/Professional Services Manager (Managed Services)

Project Manager for Berkshire East and Berkshire West Primary Care Trusts Key Activities:Project management and work package co-ordinationProject planning and highlight reportingCommunications lead for various projects and clientsTechnical trouble shooting and cable planningInteracting between various clients and providing consultation on their IT needsDocumentation ManagementPrince 2 Methods from Project start-up to project closure SummaryI was responsible for acting as a Project Manager, ensuring that project documentation is accurately produced and archived accordingly. Contributing to and maintaining the IT Projects Delivery Plan and ensuring the project is managed within the agreed budget and timeframes. I acted as the project representative at project board meetings, and was the main contact for all assigned projects, managing all planned work packages.The most recent project I had worked on was to provide a secure network solution for 50 mobile users. I managed this project from start to finish making sure that there was a managed process for each step using Prince 2 methodology. This project was a success and now all these users can access information from across the county or anywhere in the country using a secure 3G and VPN laptop solution.

NHS Berkshire Shared Services

IT Project Manager

Key Activities:2nd and 3rd line support to 13 sites across Berkshire East PCT adding up to 300+ usersThe main point of contact for all IT issues for Berkshire East PCT sitesTraining clients on various software applications and hardware.Interaction between various clients with consultation on IT solutions I was responsible for the provision of technical support to the six Berkshire PCTs and Mental Health Trusts in accordance with Service Level Agreements, primarily on desktop and application problems, to existing and new computer users within the Berkshire Health Community. I was also responsible for ensuring the management system used within the team remained up to date. I worked within a team in this role and also led teams on various occasion for different technical projects that all met approved SLAs. (Service Level Agreements)

Berkshire East Primary Care Trust

IT Support Specialist

Key Activities:Technical support for staff on in-house softwareTraining staff on in-house softwareSupplied technical support on in-house software used by the company.  Also provided training to clients related to the installation and use of specific programmes.

Fundtech UK Ltd

Software Support Technician

Key Activities:Trouble Shooting network problems within client base1st, 2nd and 3rd line support for 22 Client CompaniesPlanning product deliveryOrdering and interacting with various suppliersCo-ordinating minor projectsPoint of contact for clientsConsulting various companies on IT solutions regarding their business needs I was responsible for troubleshooting network problems within PLR's client base, installing systems, system software and application software. My focus was on the supply, installation and support of anti-virus software.I gained experience in managing support for multiple clients, providing both remote and onsite support as required.I was also responsible for the business relationship between PLR and two major customers, in the banking and legal industries.

Alex Deller