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Rich Goodchild
Summary
Results-oriented Customer Success Director driving client satisfaction and revenue growth through strategic partnerships. Develops and implements performance optimisation strategies, enhancing customer experience and fostering collaboration. Leads cross-functional teams to deliver exceptional service while advancing digital transformation and AI-driven automation initiatives. Expertise in streamlining operations and leveraging emerging technologies to unlock business value and transform organisational processes.
Overview
21
21
years of professional experience
Work History
Customer Success Director
TTEC
Remote
02.2021 - Current
- Drive YOY growth of the account; in revenue / relationship / diversification / stickiness in line with WIN strategy
- Manage global accounts across multiple geographies, focusing on contractual arrangements, revenue growth, relationship management, and project delivery
- Owner of the Account Contract, Deliverables and Strategy
- Align business objectives with stakeholders to enhance collaboration Partner with stakeholders to identify operational pain points and implement product enhancements, digital transformation strategies, and AI-driven automation opportunities that optimise processes and deliver measurable business value.
- Communicate client needs and account updates across relevant departments to ensure alignment and responsiveness
- Identify and share best practices to enhance performance and reduce costs
- Conduct regular review meetings with clients, assessing service performance and aligning future objectives.
- Assess customer plans for growth yearly to keep clients on successful paths and encourage renewed organisational agreements yearly.
- Support customers through implementation, adoption, renewal and growth to drive long-term success and value.
- Analyse customer feedback to identify trends and areas for improvement, driving product enhancements.
- Monitor staff performance and developed improvement plans.
- Manage all stages of new client onboarding with meaningful communication to garner all relevant information for required documentation.
- Act as customer voice within organisation by staying aware of customer needs and providing valuable feedback internally.
- Negotiate contract renewals with key accounts, securing long-term partnerships and revenue.
- Be customers trusted advisor by driving adoption of company products with focus on achieving desired business outcomes.
- Streamline internal processes to improve response times for customer inquiries and support requests.
- Create of high-level business insight driving cost reduction and solution management
- .
Account Manager
Sitel Group (Foundever)
05.2017 - 02.2021
- Drove year-on-year growth of account through strategic focus on revenue, relationship management, diversification, and client retention as owner of WIN strategy
- End - to - End Sitel Group owner of the Account Contract, Deliverables and Strategy Meaningful client relationship and Account finances
- Management of the John Lewis account across all geographies, key areas of responsibility: Commercials, Contractual arrangements, Revenue Growth, Relationships, Projects and Change, Delivery of CMSR in line with contractual requirements
- Established trusted partnerships with clients, serving as single point of contact and advocate.
- Communicator of all client and account account-related matters, internally across departments and with client
- Managed transition and oversight of lines of business between Sitel UK and Philippine operations to ensure seamless integration and operational continuity
- Ensure Sitel Values and key corporate programs are understood and appreciated by client, and complied to internally on the Account
- Developed high-level business insights that informed cost reduction initiatives and enhanced solution management
Operations Manager
Sitel Group (Foundever)
Exeter
04.2013 - 04.2017
- Management of operational support across the John Lewis account covering: Project and Change, Customer Experience, Data & Insight, Continuous Improvement, communications and administration across the John Lewis account.
- Develop operational strategies to improve account performance.
- Identify KPI shortfalls and problem solve to improve operational performance.
- Ensure all projects and change are managed via Six Sigma with pre-set milestones and completion targets.
- All changes to operational processes and procedures are measured to realise any impacts or risk to operational performance.
- Work with Operational counterparts; to ensure operational KPI’s are achieved.
- Work with the site operational teams to ensure performance issues are resolved in an appropriate timeframe.
- Facilitated communication between client, Account Manager/Director and site-level operations to ensure alignment and support.
- Established strong relationships with clients and stakeholders to enhance collaboration. with both clients and internal stakeholders.
- Develop relationships with Manufacturers and 3rd Party suppliers to build and streamline best ways of working between the JLP and Sitel.
- Deliver added value to the client via insight.
- Identified and proposed opportunities for operational cost reduction through RPA and AI, while promoting Sitel group expertise.
- Provide JLP Outsource team with reporting across all support areas.
- Create monthly business review aligned with client requirements.
- Work with Account Manager on new Business opportunities outside of the John Lewis account
Property Consultant
LSL Corporate Client Department
EXETER
11.2009 - 04.2013
- To handle property portfolios of assisted voluntary and repossession cases
- Management of business repossessions and assisted voluntary sales.
- Liaised with corporate clients throughout all stages of transactions to ensure clear communication and successful outcomes
- Liaise with marketing agent and solicitors once a sale has been agreed
- Produced and provided management information to facilitate informed decision-making for clients
- Compiled management information reports for analysis. for the corporate client
- Collated and submitted marketing reports to clients, highlighting key insights and performance metrics
Office & Works Manager
Clement Bros Ltd
11.2008 - 11.2009
- Managed and coordinated all works contracts to ensure compliance and timely delivery.
- Supervised operations team of 15 employees, ensuring effective workflow and team alignment.
- Managed credit control processes, achieving 100% on-time payments from clients.
- Increased turnover by 50% within 12 months through targeted business strategies.
- The position covered all areas of the business. Managed the day-to-day operations of the business, raised the company profile within the market, improved turnover from 6 million to 10 million within one year, addressed cash flow issues, and eliminated outstanding debts.
- Improved business performance resulted in awarding of high-level contracts
- Developed customer relationship management strategies to strengthen client engagement.
Business Support Manager
Wilky Loan Management Ltd
Farnham
09.2007 - 11.2008
- Managed administration department for busy Buy to Let mortgage company and loan servicing company, overseeing project management initiatives to support business objectives.
- Project management office/business set up from serviced offices to new premises - this required a complete office start up, including IT infrastructure, Telecom voice and data, Facilities and 3rd party contracts
- Coordinated daily office operations and logistics to ensure smooth workflow and resource allocation.
- Supervised administrative functions and staff within the department
- Developed department procedures and workflows to standardise processes and enhance operational efficiency.
- Managed budgets for various business projects
- Managed the business IT system in collaboration with IT contractors.
- Compiled monthly MI reports for the funding line at Bradford & Bingley.
Collections Team Manager
Crown Mortgage Management Ltd
03.2005 - 09.2007
- The role involved the management of a collections team ensuring that all business targets relating to the department’s activities, quality and productivity were met, whilst adhering to the company’s internal and external regulatory, legal and compliance requirements:
- Achieving required quarterly portfolio collection targets excess 3 million GBP
- Produced weekly MIS reports to monitor team productivity and quality of output.
- Produce monthly arrears clearance reports for senior Management
- Coordinated daily collection and litigation processes to ensure efficient operations.
- Management of arrears securitisation portfolios for Bear Stearns
Education
Highlands College
St Saviour, Jersey06-1983
Skills
- Strategic account management
- Customer success and growth
- Digital strategy and transformation
- Process optimization
- Operational excellence
- Customer relationship management
- Contract negotiation
- Stakeholder alignment
- Project delivery
- Change management
- Cross-department collaboration
- Customer service excellence
- Creative thinking
- Crisis management
- Revenue growth strategies
Interests
Timeline
Customer Success Director
TTEC
02.2021 - Current
Account Manager
Sitel Group (Foundever)
05.2017 - 02.2021
Operations Manager
Sitel Group (Foundever)
04.2013 - 04.2017
Property Consultant
LSL Corporate Client Department
11.2009 - 04.2013
Office & Works Manager
Clement Bros Ltd
11.2008 - 11.2009
Business Support Manager
Wilky Loan Management Ltd
09.2007 - 11.2008
Collections Team Manager
Crown Mortgage Management Ltd
03.2005 - 09.2007
Highlands College