Jonathan Cummins
VP Services and Customer Success @Sage
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WORK HISTORY
VP Services and Customer Success @Sage
Newcastle upon Tyne, GB
Reporting to Chief Customer Officer with responsibility for implementing a global Customer Success strategy that transforms customer retention and recurring revenues as follows-• Deployment of a new operating framework that is currently being established in key global regions such as UKI, North America etc.• Building integrated customer experiences underpinned by customer analytics and marketing automation that systematically deliver personalised customer engagement at scale • The implementation of a colleague enablement and performance excellence programme to help nurture a workforce of the future that can effectively support the Customer Success mission• Inspiring culture change where we measure the success of Sage on customer advocacy and place customer lifetime value measures on the Exco dashboard and in colleagues’ objectives
EDUCATION
The Open University
Bsc, Geography
Hoskyns Training Institute
Certificate, Prince Project Management
Durham University
MA, Programme Management
TMobile
Certificate, Lean Six Sigma
Hemsley Frazer
Certificate, Strategy and Business Planning
Sheppard Moscow
Certificate, Business Management Consultancy
SKILLS
ABOUT JONATHAN CUMMINS
A commercially focused leader with proven experience in influencing strategy at board level and mobilizing complex Customer Service organizations to deliver transformational performance and exceptional customer experience. A highly creative leader with exceptional drive, who has a history of building and leading high performing teams that continuously improve results, including revenue, P&L and customer experience.Strengths / Experience• Outstanding leadership in senior commercial and customer operations roles, transforming culture and operating models to drive improved engagement levels across the full customer lifecycle• Leadership of ambitious transformation programmes, e.g. creating customer driven digital services that have revolutionised customer contact, moving traditional telephone contact to more efficient channels• Exceptional leadership of large multi-channel customer service organisations, including digital contact centre operations, knowledge management teams, retention functions, resource planning and change transformation management teams• Leadership of commercial and product management teams that have delivered real growth, adding customers vale and creating new revenue streams that dramatically improve P&L SpecialitiesCustomer Experience ManagementBusiness TransformationContinuous ImprovementBusiness Partner Channel ManagementOutsource Partner DevelopmentResource Planning and Budget ManagementCommercial Management
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