Andy Newsham

About Andy Newsham

I have Twenty five years experience working in customer facing environments in every aspect of the product lifecycle in software companies from development to sales and found my home in customer services and support. Building and managing high performance support, services, operations and channel teams in high growth, early and mid stage venture backed and publicly traded companies.* Global Enterprise Customer Support Leadership* Customer Success Leadership* Professional Services Leadership for on-premise products as well as SaaS offerings* Operations Leadership* AI tooling to improve the customer and user experience* Customer & Acquisition Strategies & Implementation* Channel Program Development, Launch and Scale* Conference Presentations, Press & Analyst Relations* Product Development/Launch

Experience

1. SVP Global Support

   Zuora

   May 2022 — Present · Redwood City, CA, US

   My major focus at Zuora is Customer Support. Zuora’s product deployments are highly complex and each customer uses the software differently. Supporting this complex and differentiated deployment base requires a mix of highly skilled technical support team members along with a program to grow and nurture junior team members. Customer Satisfaction scores are high at Zuora and some of the programs I have introduced to monetize the support experience for our customers have proven successful in nurturing those relationships whilst funding bespoke support offerings for customers.The recent focus in the team has been around the use of AI in the support experience, focussing beyond the standard chatbot experience my thinking moves to using technology to help the support engineer exceed customer expectations as well as building out certain automated back end tools to enhance the customer experience. Zuora is on a path to deploying a unique set of AI tooling to bring efficiencies into the support model.My team size at Zuora is 150, 130 support representatives across the globe and 20 technical writers. The team has low attrition and always scores very highly in employee satisfaction surveys. Reporting to the Chief Product & Engineering Officer I have moved the Global Support function to a revenue generating department. I have created additional revenue streams through Premium Support offerings and a newly launched Managed Service in 2022.With a customer first mindset the Global Support team now works closer than ever with the Zuora Engineering and Product groups to ensure customers have direct input into the product roadmap as well as ensuring the product provides good self-service and tools for the support team to best resolve customer requests.

Education

• University of Southampton

  Bachelor’s Degree, Sports Science

  1995 — 1998

Skills

• Pre-Sales
• Mobile Applications
• Voip
• Agile Methodologies
• Solaris
• Solution Architecture
• Management
• Team Leadership
• Shell Scripting
• Oracle
• Requirements Analysis
• Cloud Computing
• Sql
• Linux
• Product Management
• Mobile Devices
• Java
• Integration
• Program Management
• System Architecture
• Mobile Technology
• Testing
• Test Automation
• Web Services
• Software Development
• Scrum
• Distributed Team Management
• Strategic Partnerships
• Location Based Services
• Saas
• Telecommunications
• Perl
• Tcp/Ip
• Wireless
• C
• Professional Services
• Enterprise Software
• Unix
• Software Engineering
• Software as a Service (Saas)