Professional Experience

April 2015 - Present: Dropbox EMEA HQ

Dropbox (www.dropbox.com) is the leading global cloud collaboration platform.

Part of Customer Success within the Sales department, as Activation Architect Team Lead, I am responsible for the team ensuring early, fast adoption of Dropbox Business in EMEA. I manage a number of outsourced resources to scale the CS reach. I am deeply involved in vendor management, contracting, hiring. By outsourcing at scale, we have reduced the churn risk by 79% on the accounts the team has been involved with, with an ROI of over 171%

Earlier (Sep 2017 - Oct 2018), I worked as Customer Success Global Program Manager, driving programs to scale Customer Success (CS) initiatives to global customers and partners. Some of the programs I managed directly are:
  • CS Playbook: Co-designed global playbook to standardise Customer Success practices
  • CS Wiki: Project to improve efficiency by reducing the need to rediscover knowledge
  • Enablement of Channel partners: created the certification program and partners’ capabilities assessment criteria, designed and delivered Expert Days. Up to 64% of all EMEA channel-led revenue came from the partners who underwent certification
Earlier on (Apr 2015 - Aug 2017), I was the Professional Services Manager in EMEA, responsible for the team driving adoption and success of Dropbox in mid-market and enterprises in EMEA.
  • I built the Professional Services practice in EMEA from scratch, including interviewing, hiring, mentoring and coaching Dropboxers in Services and Sales teams
  • I created and/or reviewed Services proposals and SOW’s for all direct PS engagements, advised on largest bids and Public Sector RFP’s, delivered onsite proposal presentations.
  • We designed the Professional Services playbook, methodology, packages & collateral, now the standard for PS and CS engagements across the company.
  • I also directly owned the deployment and adoption project for adidas, Dropbox largest customer (>30k seats), achieving >7x growth in year 1, and 60% upsell in year 2.

September 2007 - April 2015: Kaseya Corp

Kaseya (www.kaseya.com) is a global provider of IT Management software for MSPs and IT organisations.

I started as a Senior Professional Services Consultant (2007-2009), doing Technical implementations for the largest EMEA customers as well as Training. Sample of projects and clients I managed directly:
  • Client: NHS Trust in Newcastle
    • Project: design, project manage, deploy and early-life support for system management of 5,000+ computers
  • Client: NHS Trust in Central London
    • Project: deployment to 6,500+ computers, templates for standard systems, train IT personnel, definition of change management controls
  • Client: Largest MSP in UK’s not-for-profit sector
    • Project: design and implementation of ITIL Incident Management
  • Client: World’s second largest tobacco group 
    • Project: upgrade corporate Kaseya servers, automated scripts for remote application deployment

The bulk of my time in Kaseya (2010-2015) was in the Customer Support department, where I held roles of Director of SaaS Customer Support and of Knowledge Manager

I was Company Director and Secretary of Kaseya Limited, the Irish entity set up to manage all non-US transactions of the company. I set up the limited company, dealt with banks, accounting & legal firms, negotiated contracts with service providers, sourced office locations, oversaw tax returns and audits, etc.

My "day job" was to manage a 24x7, follow-the-Sun dept with ~20 reps located in Ireland, a team in New Zealand and in Florida.

With a strong focus on ITIL-aligned practices, I designed the company's incident, major incident, knowledge, change management processes among others.

Customer satisfaction (CSAT) increased from 83% to 91% in just one quarter, with the very important metric of one-touch ticket closure also increasing from 17% to 29%. This was achieved by adherence to the new processes as well as heavy use of automation. This reduced average first response from 9 hours to under 4 hours.

I managed the procurement process to acquire a new helpdesk solution. I wrote the RFP, met the suppliers, managed the evaluation process, drove the bid review and final scoring. I then presented the preferred solution to CEO, CFO & COO. As a result, we invested a 6-figure sum in procuring Zendesk.

I then implemented and ended up administering Zendesk (https://kaseya.zendesk.com) for the entire organisation, with over 150 full agents across multiple departments (Support, Education, NOC, ProServ, Change Advisory Board). The extensive use of triggers, automations, macros, customisations, as well as Integrations with Jira, NetSuite, GoodData, CloudSET SLAs, Yonyx, Zingtree, etc, helped in achieving the results mentioned above.

In parallel, I developed and managed the new Zendesk-based Help Center, which attracted over 50k monthly views, yielding a 23% reduction in support tickets. In fact, fewer than 5.5% of KB searches resulted in new tickets being created.

May 2006 - September 2007: Symantec Security Response, EMEA HQ

The Symantec's Security Response team (www.symantec.com/security_response) are the crown jewel of Symantec's threat research and remediation efforts, providing global, 24x7 infosecurity expertise to governments, high profile organisations and collaborating with selected malware research groups.

My role was to coordinate the deliverables from many multi-disciplinary teams (Malware Analysts,
Engineering, Quality-Assurance, Publishing, Infrastructure) into a coherent response to the then-current threats.
  • Threat Intelligence gathering, deep analysis of threats and Incident Handler
  • Final escalation point for largest enterprise customers worldwide
  • Direct 1-1 contact and escalation for threat research from Symantec Enterprise Support
  • Respond to external Media & internal PR requests
  • Regular contributor to Symantec blog. Some of my posts (see a sample here) were directly linked to increase in revenue of several US$ million dollars.

January 2002 - May 2006: Co-founder of Chameleon Technology

Chameleon Technology was a boutique value-added distributor of Internet Security solutions, including innovative products from Kaspersky Security, Linogate GmbH, Astaro GmbH, Multitech.

My main role was of technical guru, managing the relationship with the technical contacts both on the suppliers side, as well as with our selected VAR's. But being a very small company, I had to wear many hats, from sales to accounting to marketing, etc. 
  • Pre- & Post-Sales Consultancy & Technical Support
  • Source new products.
  • Contract negotiations with Vendors
  • Technical training for resellers and customers. 
  • Manage, prepare, attend and represent our vendors at local and international Trade shows and product launches

Additional Professional Experience

2001:            BYTEK LTD: Internet & Security Product Manager
2001:            UNIT 4 AGRESSO SECURITY: Technical Services Manager
1998 - 2001: ESOFT INC: EMEA Technical Support Manager
1997 - 1998: CASHIN TELECOMMUNICATIONS: Field Engineer