James Hackett
Calne,Wiltshire
Summary
Associate director with 10+ years of experience leading SaaS customer success teams. Expertise in optimizing operations and enhancing customer relationships. Proven track record in driving strategic initiatives that promote sustainable growth and operational excellence. Committed to achieving organizational goals through effective collaboration and strategic planning.
Overview
20
20
years of professional experience
Work history
EMEA & APAC Associate Director, Customer Success
NAVEX
Remote
2024.02 - 2026.04
- Leading remote Customer Support and Customer Success departments for EMEA and APAC markets, enhancing B2B service delivery and team performance.
- Leveraged AI and modern technologies to enhance operational efficiency, elevating customer satisfaction metrics within various SaaS platform products.
- Assumed ownership of customer escalations to ensure timely resolution and enhance customer experience.
- Fostered a culture of excellence to promote ongoing development and elevate organisational standards.
- Coordinate with senior leadership to align departmental SLAs and KPIs with organisational objectives.
- Boosted employee morale with effective leadership and motivational techniques.
EMEA & APAC Senior Manager, Customer Support
NAVEX
Remote
2021.03 - 2024.02
- Managed a team of individual contributors, SMEs, and managers across various locations, both office-based and remote, for diverse SaaS products.
- Implemented significant enhancements to KPIs, SLAs, and CRM processes.
- Enhanced customer satisfaction through the development of NPS and C-Sat surveys.
- Lead the team through comprehensive systems and process enhancements.
- Regularly engage with senior leadership and key stakeholders for strategic planning.
Migration Services, Manager
NAVEX
Remote
2019.06 - 2021.03
- Managed comprehensive migration of customer base from a legacy system, ensuring seamless contracting implementation and continuous support throughout all phases.
- Recruited a team of skilled professionals for the project, focusing on customer engagement strategies to maximise retention and increase recurring revenue across key accounts.
Implementation & Support, Manager
Expolink Europe Ltd
Chippenham
2017.04 - 2019.06
- Guiding a dynamic team tasked with implementing and supporting a global client base, including all key accounts across all business sectors.
- Administering highly sensitive information, managing a document control register in alignment with ISO 27001, and ISO 9001 certifications.
- Collaborate with the CEO on business development strategies.
- Key stakeholder in the roadmap for customer-facing software.
Implementation Executive
Expolink Europe Ltd
Chippenham
2015.07 - 2017.04
- Solely responsible for the implementation of all new business.
- Successfully assisted with growing the business to a point where a team was required, then moved to managing this function.
Hotline Support Co-ordinator
Expolink Europe Ltd
Chippenham
2014.04 - 2015.07
- Specialized in overseeing administrative processes for delivering customer reports and mitigating issues.
- Managed ad-hoc requests, including end-user communications and translation projects.
Whistleblowing Hotline, Intake Specialist
Expolink Europe Ltd
Chippenham
2013.08 - 2014.04
- Extracting the necessary information from individuals in difficult situations, whilst displaying the correct level of empathy to guide them through the process.
- Involved a high level of security due to the sensitive information processed, as well as referencing various international whistleblowing laws and regulations.
Assistant Manager
Cafe Nero
Chippenham
2012.02 - 2013.08
- Managing a small team, delivering excellent customer service whilst achieving management-level KPIs and sales targets.
Assistant Manager
Pets at Home
Chippenham
2007.04 - 2012.02
- Managing a team of approximately twenty individuals, delivering a high level of customer service while achieving management-level KPIs and sales targets.
- Overall responsibility and oversight for the welfare of livestock within our store.
General Assistant
Moto Services
Chippenham
2006.08 - 2007.04
- Held a part-time role while studying, ensuring food preparation met required standards.
Skills
- Strategic, people-oriented leadership
- Passionate customer advocate
- Process optimisation tools
- Team development, culture and change management
- Agile creative problem-solving
- Project oversight
- Strong interpersonal and communication skills
- CRM Software proficiency
Timeline
EMEA & APAC Associate Director, Customer Success
NAVEX
2024.02 - 2026.04
EMEA & APAC Senior Manager, Customer Support
NAVEX
2021.03 - 2024.02
Migration Services, Manager
NAVEX
2019.06 - 2021.03
Implementation & Support, Manager
Expolink Europe Ltd
2017.04 - 2019.06
Implementation Executive
Expolink Europe Ltd
2015.07 - 2017.04
Hotline Support Co-ordinator
Expolink Europe Ltd
2014.04 - 2015.07
Whistleblowing Hotline, Intake Specialist
Expolink Europe Ltd
2013.08 - 2014.04
Assistant Manager
Cafe Nero
2012.02 - 2013.08
Assistant Manager
Pets at Home
2007.04 - 2012.02
General Assistant
Moto Services
2006.08 - 2007.04