Paul Warcup

Head of Customer Success @Cordic

Cambridge, GB

Driving and implementing the Customer Success strategy across a fleet management tech company, focused on improving engagement, retention, customer satisfaction and product adoption.Ownership of the entire customer journey and leading all customer facing elements of the business, including Customer Success, Account Management, Onboarding and Technical Support.Implemented Customer Satisfaction metrics including NRR and NPS which saw a 36% improvement over 18 months.Mapped out existing customer processes, identified pain points and Implemented new processes and KPIs to improve customer satisfaction and retention.Streamlined onboarding experience so the period from contract signature to go-live is reduced and the business is able to recognise revenue earlier.Restructured generalist Customer Support function into 3 smaller teams (Infrastructure, Technical Support & Onboarding), to create specialists across the different teams and provide better coverage.