UCD Professional Academy

eCollege

Visa Business School

Fenergo University

Head of Customer Success (CS), Director of Customer Experience (CX), Stakeholder Management, Retention, Onboarding, PMI-CAPM/ACP, UCD Dip. Digital Transformation, UCD Dip. Customer Experience and Behaviour

Providing best in class Support and Service Delivery to our Customers. 

Working with clients to help them achieve their goals and ensuring our service is aligned to their outcomes.

Enterprise Registry Solutions

Head of Customer Success

- Dynamic Portfolio Manager with a proven track record of managing multi-million Euro portfolios, driving customer success, and ensuring sustainable growth for The Project Foundry. 
- I specialise in leading teams to deliver exceptional results for our largest clients, acting as the primary liaison to guarantee their needs are met effectively and efficiently.
- Spearheading successful strategies to drive Customer Success (CS), resulting in the achievement of their goals and overall satisfaction.
- Implement strategies that ensures our customers derive maximum value from our Professional Services
- Act as the voice of the client within The Project Foundry, advocating for their needs and ensuring they receive the right resources and services in a timely manner.
- Increase and maintain retention rates
- Implement process improvements to enhance efficiency and effectiveness, contributing to the overall success and growth of The Project Foundry.
- Developed and executed Strategic Account Plans, holding overall accountability for their development and delivery.
- Manage resourcing and outsourcing initiatives to optimise client teams within allocated budgets.
- Oversee budget management, ensuring financial resources were allocated appropriately and effectively
- Lead new contract negotiations and manage renewals to maintain strong client relationships and drive revenue growth.
- Work in Partnership with the Customer to improve overall Customer Experience 
- Build strong relationships with our Associates to reduce contractor churn
- Driving innovation, fostering collaboration, and delivering unparalleled value to clients.

The Project Foundry

Head of Strategic Accounts 

- Responsible for overall Customer Success and Experience by Developing and Implementing a clear, measurable Client Onboarding process and Success Strategy including the definition of the Customer and Partner lifecycle (SaaS, Software, Professional Services). 
- Design and Delivery of new onboarding workflow tool
- Initiate Internal Gate reviews, evaluation of existing processes, client workshops, regular monitoring of SBRs, QBRs and Success Metrics to monitor retention
- Collaboration with all stakeholders to define and refine processes with a view to reduce churn
- Planning and researching to create a Customer Experience Hub to allow clients to self-serve, network and have access to Fenergo SMEs. Deflection of support tickets and easier resolution to client queries. 
- Align closely with Sales and Professional Services to ensure customers experience a completely streamlined approach
- Provide a ‘Golden Source of Truth’ for clients to relevant document and information.  
- Vendor Management including RFP processes
- Accountable for the definition of appropriate CSATs, KPIs, OKR's, Metrics and Analytics to measure Customer Success and to prevent churn and increase renewals

Fenergo

Head of Global Customer Success and Onboarding 

My role was to facilitate all aspects of the Scrum framework, including sprint planning sessions, backlog grooming sessions, daily scrums, sprint reviews and sprint retrospectives. 
- End to End delivery of AML/KYC software within Financial Institutions - Banking, TA
- Work closely with clients taking a balanced and measured view of implementing projects and aligning customer requirements.
- Build software delivery methodologies and set customers up for success with excellent RoI and act as trusted advisor ensuring renewals and continued adoption of SaaS product
- Manage agile teams of Product Consultants and Solutions Architects
- Work with Customer Success Managers to advise on Project performance to provide superior service to client
- Manage Revenue, Costs, Schedule and Reporting for both client and C-Suite
- Reduce customer churn by providing excellence in Delivery.

Project Manager

●	Responsible for the identification, recruitment and commercialisation of strategic referral and technology partnerships - currently managing 10 partnerships in the SaaS and Finance Space 
●	Provide training and support to our internal teams to drive 
●	Develop Go To Market strategy with partners and work with the marketing teams on the implementation of said strategy
●	Manage annual development plans with partners and drive these through Quarterly Business Reviews and regular meetings across Ireland, Europe and US both in person and via multiple communication technologies
●	Develop on-going awareness and refresh campaigns with partners post launch to ensure consistency of revenue generation
●	Arrange training and collateral for partner field and account management teams across multiple jurisdictions
●	Negotiate sponsorship deals/campaign opportunities and manage the planning and execution of these opportunities
●	Speak and present at large conferences and events across US, Europe and UK
●	Monitor all referrals from clients to ensure consistency of responses from internal teams and quality of outbound leads to partners
●	Work alongside Global Commercial Director and Global Account Director, ensuring their teams are always up to speed with partner developments

Taxback International - Smarter VAT Recovery

Head of Strategic Global Partnerships

As a result of the acquisition of a key product within our organisation by another VAT company, I was tasked with the transition of partnerships for this product.  
This involved: 
- working as a consultant with the acquiring organisation 
- developing new training processes for the partners including the development of webinars and workshops
- executing networking opportunities/events to introduce key people from acquiring company to counterparts in partner organisation
- negotiating sponsorship and co-ordinating of events (US, Europe, Japan) 
- co-ordinating with marketing agencies in South Africa 
- working with partner offices globally to achieve "preferred partner" status for new organisation

On Secondment

Channel Manager, VAT Reclaim Industry

- Responsible for the growth and development of the Global VAT Reclaim and Expense Audit Partner network 
- Drive referrals/leads for both VAT Reclaim and Audit products within Meridian
- Provide in-depth training for each partner, including workshops and webinars, on both the VAT product and how to sell it
- Create and manage marketing campaigns to promote the VAT Reclaim product for Meridian Global Services including digital marketing and blogs
- Write and produce physical collateral, including the management of the design process of each piece
- Create content for our partners to help them introduce our products to their clients
- Create web content for both the Meridian website, social media and our partner blogs/websites
- Negotiate sponsorship, manage and attend events worldwide in support of partners and also to identify partners 
- Provide training and support to our own internal sales teams across our global offices

Meridian Global Services

Channel Manager, VAT Reclaim, Audit and Business Travel Solutions

- Manage Sales for all territories and channels outside the US in a highly multi-cultural payments start-up environment, identify niche markets and understanding the challenges facing a relatively unknown company in a mature market
- Drive Prepaid, E-Wallet, Acquiring and Bank Settlement products
- Help to expand new product development by networking, interacting with clients and working closely with our CTO 
- Worked on a new Merchant Acquiring product to compete with more established acquirers
- Identify client requirements, understand complexities in their particular channel and find appropriate solutions
- Understand regulatory requirements for payments in our key channels and analysing the market to identify the potential issues in working with those channels
- Introduced new business development process and ensure that KPI’s are being met
- Sales and revenue forecasting

NX Systems

Global Sales Manager

- Managed relationships with high profile financial institutions, large retailers and Bureaux de Change
- Recruited significant agencies in Ireland
- Project managed new IT solutions specific to client, including working with a number of 3rd parties and managing the stakeholders expectations and ensuring on time delivery under very tight compliance regulations
- Devised successful incentive schemes directed at specific channels to increase productivity within Agencies which I monitored and adjusted as required
- Worked in a highly multi-cultural environment, with a need to understand customs, traditions and beliefs as well as regulatory restrictions in the receiving countries 
- Managed contract negotiations and commission structures for new and existing Agents
- Provided operational support to all Agents in Ireland, including software installation and training
- Worked closely with our AML team (London) and our Credit team (Dallas) to manage potential risk exposure and monitor existing client activity for unusual patterns

MoneyGram International Limited

Country Development Manager, Ireland

- Worked with and recruited large Corporate customers
- Managed and strengthened the relationships with existing retailers
- Recruited and performed contract negotiations with Software houses and manage these relationships

GFK Market Research

Regional Manager (Ireland)

•	Managed an operational team of 14 people
•	Managed relationships with Visa International  and AIB
•	Business Analyst for the introduction of a new Card Management System
•	Devised training manual for new system and completed full training for team and call centre
•	Balanced suspense accounts and liaised with Internal Audit

Permanent TSB

Credit/Debit Card Department Manager

•	Sales and Relationship Manager for Corporate Customers
•	Manage relationship between Card Issuing Department & Corporate Banking
•	Act in an advisory capacity for customer & procedural issues
•	Assistant Networking Event Co-ordinator - Conferences, Corporate Entertainment, Staff Entertainment

AIB Corporate Banking

Relationship and Key Account Manager

- Credit and Purchasing Card Relationship Manager for Branches for 1 of 3 Irish regions (Area South)
- Highest performing region in department
- Sales targets exceeded by minimum of 10% each year
- Project manager - Business Development 
- Relationship manager - Affinity Card Partners
- Sales Channels Co-ordinator
- Business Analyst with  IT Department to improve CRM system

Sinead Usher