Emma Valle
Strathcarron,Scotland, UK
Summary
With 18+ years leading client facing teams delivering tech/SaaS solutions across EMEA, I specialise in scaling high-performing CX organisations, implementing Customer Success strategies to enhance the onboarding experience, drive adoption, engagement, and retention and promote strategic account expansion while embedding a customer-centric approach that deliver results. My mission: champion the customer, and empower teams to deliver exceptional customer service as the foundation for CX function becoming a true revenue engine.
Overview
20
20
years of professional experience
1
1
Certification
Work History
CUSTOMER EXPERIENCE MANAGER
PODFATHER LTD
Edinburgh
11.2022 - Current
- Headhunted to build out CX Function - leading CS and Support Teams to deliver first in class client service for SaaS logistics planning offering across multiple verticals.
- Embedded scalable CS Strategy across entire client lifecycle, enhancing client onboarding experience, driving adoption and retention through enablement and training programmes.
- Established new Voice of Customer programme, in collaboration with Sales/Product/Marketing to refine product development roadmap and ensure it is reflective of developing client requirements.
- Empowering team to drive expansion opportunities across global portfolio of 250+ clients with 25% YoY growth.
DIRECTOR OF BUSINESS DEVELOPMENT (EMEA)
FIREFLY EDUCATE
Remote
10.2019 - 10.2022
- Promoted to Director, leading on management of key EMEA enterprise accounts (Dell/Cisco) and their channel partners.
- End-to-end support of clients throughout owning onboarding, ops planning, event execution, crisis management/escalations, QBRs/EBRs - using insight to identify cross/upsell opportunities
- Drove cross-functional project for new deliverables to strategic account -c. $250k additional revenue.
ACCOUNT RELATIONSHIP MANAGER (EMEA)
FIREFLY EDUCATE
Remote
09.2018 - 10.2019
- Established relationship with key channel account within strategic enterprise tech vendor, establishing strong relationships with key stakeholders to plan and execute GTM strategies, using education to drive deal acceleration and secure pipeline growth.
- Achieved record growth in EMEA account - more than doubled annual revenue in first year, delivering sales of over $1.25m per annum through consultative strategic account development approach.
GLOBAL CLIENT ACCOUNT MANAGER
AMICI PROCUREMENT LTD
Glasgow
03.2016 - 09.2018
- Head of Global Account Management Strategy embedding customer success-model across business with promotion of Voice of Customer programme internally to ensure product roadmap developed in line with client feedback.
- Chairing QBRs and conducting regular performance reviews with key stakeholders (up to C Level) to ensure protection of key accounts and identify cross/upsell opportunities
- Implemented new commercial offering across client base in Y1 - securing 25% rev growth, with 100% retention across client base (£1.2m ARR).
NATIONAL KEY ACCOUNT
APD COMMS LTD
Remote
04.2012 - 03.2016
- Creation and delivery of strong pipeline; building robust strategic relationships with key stakeholders at senior level in UK Public Safety Arena (Police Forces, ACPO and other Emergency Services markets) via consultative, customer-focused approach to drive account growth/revenue and exploit business opportunities throughout
- Led cross-functional team at APD to win National CRM Solution for Scotland in 2014 c. £1m revenue, with ongoing £120k ARR for support contract.
STRATEGIC INTELLIGENCE ANALYST
STRATHCLYDE POLICE/ACPOS (SCOTTISH POLICING)
Glasgow, Glasgow City
12.2007 - 03.2012
- Provided research and analytical support to all levels of Policing in Scotland - from divisional up to national initiatives and operations, using data and insights to drive decision making and inform strategic initiatives/operational direction.
- National Civilian Lead working alongside Chief Constables to provide specialist programme management assurance, advice and guidance to deliver key operational policing strategies (Scottish Strategic Assessment and Scottish Business Assessments for NIM unit in SPSA).
- One of only 2 analysts headhunted to work in fast-paced and highly coveted Major Crime & Terrorist Investigation Unit.
Team Leader - SPS Life Coaching Project
The Wise Group
Glasgow, Glasgow City
06.2005 - 03.2006
- Led team of 20 Life Coaches to delivery aftercare programme for recently released prisoners from HMP Barlinnie, Glasgow.
Education
Master of Science - Forensic Psychology
Glasgow Caledonian University
04.2001 -
Master of Arts - Psychology
University of Glasgow
04.2001 -
Skills
- Mentoring & Managing Remote Teams
- Solution Focused Mindset
- Customer Training & Enablement Design & Delivery
- Workshop Facilitation
- Data Analysis
- Decision making under pressure
Certification
- PRINCE2 Practitioner
- Gainsight CS Admin Certified
- Gainsight Advanced: Certified Professional CS Leader Level 3
- Gainsight Certified Professional CSM Level 2
- Gainsight Certified Professional CSM Level 1
- Gainsight CS Operations Certified Professional
Technical Skills
- Gainsight CS/PX
- Atlassian Suite
- Jira Helpdesk
- Pipedrive
- Sales Force
- Microsoft Office
- G-suite
- Canva
- Gamma
- Trello
- i2 Suite
Languages
English
Native
French
Intermediate
Italian
Beginner
Affiliations
- Keen golfer (membership secretary at local club)
- Learning Italian
- Enjoy travelling - with South Africa and South East Asia being favourites. South America on my bucket list next!
Timeline
CUSTOMER EXPERIENCE MANAGER
PODFATHER LTD
11.2022 - Current
DIRECTOR OF BUSINESS DEVELOPMENT (EMEA)
FIREFLY EDUCATE
10.2019 - 10.2022
ACCOUNT RELATIONSHIP MANAGER (EMEA)
FIREFLY EDUCATE
09.2018 - 10.2019
GLOBAL CLIENT ACCOUNT MANAGER
AMICI PROCUREMENT LTD
03.2016 - 09.2018
NATIONAL KEY ACCOUNT
APD COMMS LTD
04.2012 - 03.2016
STRATEGIC INTELLIGENCE ANALYST
STRATHCLYDE POLICE/ACPOS (SCOTTISH POLICING)
12.2007 - 03.2012
Team Leader - SPS Life Coaching Project
The Wise Group
06.2005 - 03.2006
Master of Science - Forensic Psychology
Glasgow Caledonian University
04.2001 -
Master of Arts - Psychology
University of Glasgow
04.2001 -
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