Richard Mitchell

Head of Customer Success Uk and Ireland @Cisco

London, GB

Managed teams spanning High Touch, Scale, Digital and Technical• Designed processes to monitor and monetise Enterprise Agreements driving substantial increases to ACV and renewals• Implemented many digital processes allowing us to drive adoption and renewals at scale that were then onboarded across Europe• Rebuilt end to end renewal process driving increases in NRR and Renewal Rates • Transformed and rolled out new Partner lifecycle model completely changing the way Partners interact and drive adoption with customers• Created and rolled out a data driven Partner Customer Health score, combining product telemetry, engagement, adoption levels and outcome scoring framework. Used to identify and mitigate risk in renewals• Implemented a Customer Success Qualified Lead program contributing significant net new ACV• Consistently overachieved against extensive KPI dashboard becoming a top performing theatre globally• Designed and built many bast practices that were globally adopted