Sam Clay
Chief of Staff and Customer Success Transformation Director @Onclusive
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WORK HISTORY
Chief of Staff and Customer Success Transformation Director @Onclusive
This role combines leadership and operational excellence. I am primarily responsible for tackling the Services and Customer Success department\'s most important priorities set by the CCO through the orchestration of activities owned by constituents across the entire organisation. A role that is instrumental in the success of the overall organisation.As Onclusive pivots quickly to technological advancements and servicing shifts, by using my commercial experience, I ensure that our transformation takes into account the big picture, considering core business drivers and the benefits of true change management. To do this I do the following: Own planning and internal business operations for top management initiatives; monitor and drive all key programmes across the Customer Success organisation. Ensuring rigorous, disciplined follow-through and alignment to Onclusive\'s strategic priorities.Own key operational initiatives, global client NPS, company QBRs, planning sessions, department global town halls, amongst others.Develop and maintain solid working relationships with senior stakeholders and all owners of key initiatives and programs across Onclusive.Providing guidance, mentoring and coaching to new Customer Success teams, including the temporary management and establishment of different markets/functions within the Success organisation as required. Including global centres of excellence and local market Customer Support and Customer Enablement functions.Identify areas for improvement across the organisation, and make actionable recommendations; acting as a thought partner to the CCO, and other key stakeholders, to proactively identify opportunities for growth and efficiency within the department.Using excellent story telling abilities combined with robust analysis of critical insights, to create, present and deliver executions plans.
EDUCATION
Lancaster University
Bachelor of Arts (B.A.), History and Politics
SKILLS
ABOUT SAM CLAY
I have a varied experience set across lots of different \'commercial\' functions. I been an individual contributor across, Client Services, Account Management, and New Business. And have led Customer Success and Customer Support organisation. Now I am focussed on the transformation of our whole post-sales organisation (Customer Success, Customer Support, Customer Enablement) in my role as Chief of Staff to the CCO)I am primarily responsible for tackling the Services and Customer Success department\'s most important priorities set by the CCO through the orchestration of activities owned by constituents across the entire organisation. A role that is instrumental in the success of the overall organisation.As Onclusive pivots quickly to technological advancements and servicing shifts, by using my commercial experience, I ensure that our transformation takes into account the big picture, considering core business drivers and the benefits of true change management.
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