Senior Service Design Lead
What is your role here at TSG & how do you support our customers?
My role here at TSG is as Senior Service Design Lead. I am mainly the sector lead for Food & Beverage.
My role means I engage with customers at an early stage of their work with TSG, determining whether there is a “good fit” in the first instance, beginning to consider what the project and partnership will look like from a technology, commercial and service delivery perspective.
Importantly, I will then go on to work with that client for (anything up to) a year or so to help ensure the relationship becomes well developed and the initial project aims are met. During that period, I will work closely with the appointed Customer Success Manager, who will ultimately become the central point of contact for the customer.
Tell us a little bit about your professional work history and the most important things you learned about building strong partnerships with customers
Over the 25 years working in the SME IT industry, I have always been in customer-facing, account management or sales leadership roles; enjoying the process of working with clients to design and implement IT change to address business issues. The technologies may have changed but the approach has always been to do business in an open, credible and reliable fashion that delivers fair-value for both parties. They happen to be my personal values and TSG’s, which probably explains why I have been here for 17 of those 25 years!
What do you enjoy doing when you’re logged off from work?
Love fellwalking, with a clear plan to move to the hills, once my daughter has flown the coup (is 16 too young?). I also have an on-off relationship with yoga and an emerging obsession with gardening.