About Jaimie
Award-winning, internationally experienced professional with a comprehensive history in leading all facets of Service Delivery and Customer Success management across traditional on-premise, dedicated, hybrid, and all major public/private cloud vendor infrastructures.
Solid track record of creating advanced customer success functions, transformation programmes, and helping businesses move to the cloud. Always achieve high growth account development through effective leadership. Instrumental in managing commercial and contractual programmes, mitigating risks, generating multi-million dollar revenues, and developing and leading cross-functional teams to enhance service efficiency. Articulate and refined communicator, fostering strengthened relationships with all levels of management and clients to achieve objectives and bolster organisational success.
English
Native or bilingual
Can work on-site
Reading (up to 30km), London (up to 30km), Newbury (up to 20km), Slough (up to 10km), Windsor (up to 10km)
Experience
- CorevoFounderDIGITAL AND ITMarch 2025 - Today (1 year and 3 months)United KingdomFounder at Corevo, the experts in Service Management and Customer Success.After 27 years in IT Service Management delivering exceptional outcomes for hundreds of clients, I launched my service management consultancy bringing together all of my proven expertise, collateral, case studies, materials, frameworks, relationships, vendors, best-practices, and strategic insight equal to anybody in the industryFrom discrete areas of development, to turnaround and transformation programmes, to green-field strategy, design and build-out; we have the experience. From more traditional ITSM operations, through Customer Success operating models, to adopting AI; Corevo has the expertise to ensure you will increase capability, quality, client satisfaction, and value. operating model and Key Account oversight capability including elevated processes for NPS, churn, account planning, QBRs, executive sponsorship, governance, and people development.
- Six DegreesDirector of Customer SuccessDIGITAL AND ITSeptember 2023 - October 2024 (1 year and 1 month)United KingdomReporting to the COO, accountability for performance and strategic direction of the Customer Success function. Defined and rolled out best practice Customer Success operating model and Key Account oversight capability including elevated processes for NPS, churn, account planning, QBRs, executive sponsorship, governance, and people development.• Recognising critical risk, delivered a comprehensive company-wide Key account (top 30, 50% of total revenue) NPS recovery and contract renewal de-risk programme.• Reduced from all at risk to 60% re-contracted, and expected renewal for remainder.• Turned around a three-year downward trend in NPS – raised scores for Top 120 accounts by 61%, Key accounts into positive NPS for the first time in two years.• Recovered a three-year declining trend in an external deep-dive customer satisfaction methodology.• Returned and exceeded client feedback scores to when surveying began in 2020. Raised score overall by 37%, and corresponding NPS by 69%. Overall Key account segment has now moved from a Red to Green for the first time. Recognised by the vendor and Six Degrees awarded Best CRQ Response in the Deep-Insight Excellence in CX Awards.• Rebuilt failing churn process - data quality, processes, forecasting volatility, people coaching and management, corporate accountability for churn and its causes. Closed first and second quarters following development under BP, and forecasting Q3 under BP, the first consecutive sub-BP result.• Performance managed team of 14 SDMs, resolving historical under performance, closed aged roles, wrote new role descriptions and goals, right-sized team and account segmentation, exited low performers and brought in new hires to elevate quality.• Defined and executed offshore programme - built hybrid service delivery capability across on and offshore locations.• Developed debt process reducing outstanding account debt to a record low.
- KainosBusiness Development Director, Managed ServicesDIGITAL AND ITFebruary 2022 - September 2023 (1 year and 7 months)Reading, United KingdomCommercial lead for the Managed Services practice responsible for attainment of bookings target, strategy, and development of the newly created Managed Services practice.• Closed first full FY at 149% of annual bookings target.• Developed new account planning and financial forecasting and governance processes.• Led and supported multiple bids across public, private and healthcare sectors, wins totalling £6.6m.• Leading transformation of offerings, services, cost and consumption models, go to market and sector strategies.
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Education
- Bachelor of Science in Information TechnologyUniversity of SurreyBSc (Hons.) Computing and Information Technology