James Carroll
Norwich
Summary
Forward deployed engineer and product professional with expertise in developing AI-driven solutions that enhance engineering, product, and customer success. Proficient in converting complex customer challenges into scalable products through collaboration with field teams, GTM organizations, and leadership, resulting in measurable business outcomes. Experienced in the complete product lifecycle, from discovery to deployment, with a strong focus on AI, large language models, and data-driven insights. Committed to fostering collaboration in customer-facing roles to drive product adoption and operational efficiency.
Overview
13
13
years of professional experience
Work history
Forward Deployed Engineer (FDE)
Conviva
London
2025.11 - Current
- Partner with strategic enterprise customers to translate business challenges into scalable product solutions, leading initiatives from discovery and proof of concept through to production deployment.
- Supported Conviva's earliest customer engagements, helping drive adoption from initial proof of concept to approximately $260K ARR within five months.
- Act as the bridge between customers, Product, Engineering, and GTM teams, ensuring customer requirements are translated into deliverable product outcomes.
- Lead solution strategy and technical design workshops, defining product vision, success criteria, and implementation roadmaps for enterprise customers.
- Collaborate closely with GTM teams to develop and validate value-centric use cases that demonstrate measurable business outcomes and accelerate customer adoption.
- Design, build, and deploy production-ready solutions while establishing repeatable implementation patterns that can be scaled across the customer base.
- Influence product direction through direct customer engagement, providing feedback loops that inform roadmap prioritisation and feature development.
- Develop proof-of-concept frameworks and customer-facing demonstrations that showcase product value and support commercial growth initiatives.
- Partner with Product and Engineering teams to iterate on customer feedback, transforming bespoke solutions into scalable platform capabilities.
- Drive executive stakeholder alignment by connecting product capabilities to strategic business objectives and measurable outcomes.
Strategy Lead, App & Experience Monitoring
Contentsquare
2024.02 - 2025.10
- Lead global GTM and enablement strategy for two business units with combined ARR of $56M.
- Drive adoption and value realisation through persona-based migration journeys, guiding clients across platforms and product offerings.
- Serve as operational sponsor for strategic accounts, including white-glove support and executive-level engagement.
- Present product vision and strategic plans during executive QBRs, aligning stakeholders on goals and outcomes.
- Spearheaded turnaround of a challenged product line — increased gross retention from 29% (Q4 2023) to 89% (Q2 2025) over five quarters.
- Partner with PMM to scale enablement on use cases and value frameworks across field teams.
Senior Solution Expert
Contentsquare
2022.08 - 2024.02
- Managed a portfolio of enterprise accounts valued at approximately $10M, guiding clients from contract signature through onboarding, adoption, and consultation.
- Drove improvements in key time-based metrics: time to value, time to adoption, and time to first usage.
- Oversaw multi-product deployments and maximised solution adoption.
- Led QBRs and business reviews with key client stakeholders, identifying opportunities for strategic improvements.
- Identified growth opportunities and acted as a trusted solution consultant.
- Created tailored training and value plans aligned with client personas and company strategy.
- Worked cross-functionally with Product, Sales, CSM, and Finance to ensure P&L success of managed accounts.
Global Usability & Optimisation Analyst
Glassbox
2021.07 - 2022.08
- Conducted onboarding and full-funnel optimisation for enterprise clients.
- Delivered strategic insight decks and presented findings to both operational and executive stakeholders.
- Analyzed A/B tests to derive actionable insights even from non-winning variants.
- Developed long-term analysis partnerships to support digital journeys throughout the customer lifecycle.
Senior Account Manager
Glassbox
2019.04 - 2021.05
- Owned commercial strategy and P&L for a £2M enterprise book of business.
- Delivered 120% of target through proactive customer success and strategic expansion.
- Led QBRs and engagement milestones, aligning to business outcomes.
Account Manager
Glassbox
2018.05 - 2019.05
- Managed onboarding, training, and usage tracking of enterprise clients.
- Developed optimisation strategies and product workshops.
- Reported on KPIs and customer value realisation metrics.
Customer Success Manager
Webanywhere
2016.02 - 2018.04
- Managed onboarding and success of B2B software clients.
- Presented usage data, resolved tickets, and handled renewals.
- Created and delivered training across business units.
Assistant Manager
Hilton
2014.01 - 2016.01
- Led service delivery, shift planning, and team management at a high-volume hospitality location.
Education
BSc - Politics
Leeds Metropolitan University
A-Levels -
Notre Dame High School
NorwichGCSEs -
Notre Dame High School
NorwichSkills
- Developed tailored strategies to drive client satisfaction and achieve business growth
- Led SaaS enablement initiatives to improve client engagement
- Implemented GTM initiatives to drive product engagement
- Managed and improved stakeholder engagement during executive quarterly reviews
- Profit & Loss
- Enhanced decision-making with analytics platforms data
- SQL knowledge
- Data mining capabilities
- Time-series analysis
- Statistical modelling
- Data-driven decision-making
Timeline
Forward Deployed Engineer (FDE)
Conviva
2025.11 - Current
Strategy Lead, App & Experience Monitoring
Contentsquare
2024.02 - 2025.10
Senior Solution Expert
Contentsquare
2022.08 - 2024.02
Global Usability & Optimisation Analyst
Glassbox
2021.07 - 2022.08
Senior Account Manager
Glassbox
2019.04 - 2021.05
Account Manager
Glassbox
2018.05 - 2019.05
Customer Success Manager
Webanywhere
2016.02 - 2018.04
Assistant Manager
Hilton
2014.01 - 2016.01
GCSEs -
Notre Dame High School
A-Levels -
Notre Dame High School
BSc - Politics
Leeds Metropolitan University