Summary
Overview
Work history
Education
Skills
Languages
Timeline
Generic
Jack Murgatroyd

Jack Murgatroyd

London

Summary

Performance focused and enthused by problem solving, I have thrived in rapidly growing business requiring flexibility and a proactive attitude. Maintaining a collaborative environment and trust within the team are important factors for me in driving value for customers, sustaining high team performance and ultimately maximising revenue retention and growth. Both my scientific academic background and being energised by working in a team have proven useful to date in driving results and motivating teams through providing clear goals and routes to achievement for myself and team members.

Overview

4
4
years of professional experience
4
4
years of post-secondary education

Work history

Customer Success Director, Enterprise UK&I

Darktrace
London
09.2022 - Current
  • Manage a team of 7 CSMs and 2 team leads with responsibility for renewals of $60M of revenue across 203 clients.
  • Share responsibility for tripling regional team size before building a high performance team culture to increase customer retention resulting in doubling targets for Q1 2023 and being on track for the highest retention in EMEA for H1 FY24.
  • Proactively drove the value of data analysis in departmental strategy, assisting other directors and VPs in data manipulation to inform their own decisions through periods of change.
  • Maintained team focus through large organisational changes by fostering a culture of support and a team identity of delivering beyond expectations.
  • Advocated for collaborative problem solving across departments to develop customer advocacy, drive value and strengthen partnerships with clients.

Customer Success Team Lead

Darktrace
London
02.2022 - 09.2022
  • Managed a team of 4 Customer Success Managers with responsibility for mentoring and accountability for aspects of team members performance including customer engagement, building customer advocacy and effective resolution of customer issues.
  • Directly managed a portfolio of 40 customer working to continually drive customer value through understanding business cyber strategy and ensuing alignment.

Customer Success Manager

Darktrace
London
02.2021 - 02.2022
  • Developed strong partnerships with customers via a client centric approach to account management.
  • Achieved Customer Success Manager of the quarter for EMEA.
  • Served as Customer Success liaison to the incident management department ultimately building the process for the customer success teams role during a customer incident.
  • Began assisting in Customer Success onboarding, running quarterly sessions on Incident Management, account research and partner collaboration.

Solar PV installations manager

Joju Solar
Sheffield
07.2019 - 01.2021
  • Designed and project managed solar PV installations for residential and small commercial projects
  • Assisted in onboarding of new employees
  • Gained responsibility for maintenance and improvement of business quality management systems required to meet national installers standards.

Education

Master of Science - Biology

University of York
York
10.2017 - 01.2019

Bachelor of Science - Biochemistry (BSc)

University of York
York
09.2014 - 07.2017

Skills

  • Open and clear communicator
  • Data driven problem solving
  • Leadership
  • Analysis and presentation
  • Time management
  • MEDDPICC proficient
  • Analysis and presentation

Languages

English
Native

Timeline

Customer Success Director, Enterprise UK&I

Darktrace
09.2022 - Current

Customer Success Team Lead

Darktrace
02.2022 - 09.2022

Customer Success Manager

Darktrace
02.2021 - 02.2022

Solar PV installations manager

Joju Solar
07.2019 - 01.2021

Master of Science - Biology

University of York
10.2017 - 01.2019

Bachelor of Science - Biochemistry (BSc)

University of York
09.2014 - 07.2017
Jack Murgatroyd