Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
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Scott Scott

Houghton-le-Spring,Tyne & Wear

Summary

A results-driven and strategic leader with over 10 years of experience at SaleCycle, currently serving as the Pre-sales, Onboarding, and Support Director. I oversee three critical business functions: technical pre-sales, client onboarding, and support. In my role, I collaborate closely with Sales, Account Management, and Product teams to ensure the technical feasibility of sales opportunities, align client needs with our solutions, and drive innovation in product offerings. Additionally, I lead the client onboarding process, ensuring seamless implementation of features to generate value for both clients and the business. I also manage a team of developers dedicated to maintaining and optimizing product functionality across client websites.


My career at SaleCycle has evolved from Client Onboarding Consultant to leadership roles, including EMEA Onboarding Manager, Global Onboarding Manager, and Head of Client Onboarding & Technical Pre-sales. Throughout this journey, I have consistently demonstrated my ability to build high-performing teams, drive operational excellence, and foster strong client relationships. My diverse background enables me to successfully bridge technical and business requirements, ensuring the highest standards of service and product delivery.

Overview

17
17
years of professional experience
5
5
years of post-secondary education

Work History

Pre-sales & Support Director

SaleCycle Ltd
Gateshead, Tyne & Wear
11.2014 - Current
  • Responsible for 3 key areas of the business; Technical Pre-sales, Client Onboarding and Support.
  • Responsible for teams across all 3 disciplines, including up to 8 Client Onboarding Consultants, 2 Solutions Consultants, and 4 Developers.
  • Developed our client onboarding strategy and process to deliver reduced implementation times and increased client satisfaction.
  • Provide technical pre-sales support to Sales and Account Management teams to ensure that opportunities are viable, meet client needs and provide value to the business.
  • Part of an innovation group tasked with developing new ideas from conception to delivery.
  • Work with external stakeholders on integration opportunities. This includes working with our client's engineering teams or technology partners.
  • I am responsible for ensuring that our support function quickly resolves client issues while maintaining a high quality of work and meeting or exceeding SLAs.
  • I was part of an MDT that was responsible for the migration of over 1000 clients to a new SaleCycle platform which was a project that took over 12 months to complete.
  • Built and maintained relationships with brands such as Nespresso, Dyson and BT.

Merchant Services Advisor

Sage Pay Europe Ltd
Newcastle, Tyne & Wear
08.2010 - 11.2014
  • Worked closely with Sage Pay’s channel team and our partners which generated new business and increased revenue for Sage Pay.
  • Worked with Sage Pay’s Direct Sales and Relationship Management teams. This has allowed me to develop a relationship with these teams and gain a greater understanding of their customers and processes. This also led to me gaining exposure to working with Sage Pay’s larger/enterprise-level customers.
  • Regularly represent Sage Pay at eCommerce and Internet Retailing events including Internet World and the eSeller Pro Customer Conference.
  • Worked closely with the channel team on developing new and streamlined approaches for high-risk and niche Merchant Services applications with a focus on improving the overall Customer Experience and helping drive more business to Merchant Services from high-risk and niche industries.
  • Assisted in the introduction of European Merchant Services and became the European advisor’s point of contact. This involved all the necessary training, coaching and feedback which formed part of their performance reviews.
  • Established myself as a key component in the launch of PPro and additional payment types by introducing processes which became ‘business as usual’ and training Telesales and Customer Services advisors.
  • Regularly provided Merchant Services training to new and existing employees of the business.
  • Key in the implementation of a new Merchant Services account management process which has resulted in the reduction of lead time by 50%, ensuring we were able to board customers quicker, generate revenue more quickly and drastically improve the customer experience.
  • Work with management on establishing new processes and ensuring process maps are in place for existing processes.
  • Developed marketing and sales strategies for Sage Pay’s partner programme.
  • Responsible for the processing of Merchant Services applications ensuring that customers receive world-class customer service and applications are processed as smoothly as possible.
  • Liaising regularly with our banking partner and underwriters.

Team manager

Garlands Call Centres
South Shields, Tyne & Wear
08.2008 - 05.2010
  • As a Team Manager on the TalkTalk contact, I managed a team of 12 advisors with a focus on Customer Satisfaction.
  • As a Team Manager on the 3G contract, I worked second in command to the Operations Manager managing a team of 3 other Team Managers who in turn managed teams of 15 advisors.
  • During my time as a Team Manager on the TalkTalk contract, my team was consistently the highest-performing team concerning quality and customer satisfaction.
  • Covering Operations in the Operations Manager's absence.
  • Liaising with clients to ensure the optimum performance of agents.
  • Analysing data in real-time and on a daily, weekly and monthly basis to discover trends or to improve performance.
  • Reporting on KPIs to tackle any recurring issues.
  • Taking accountability for a department/team of advisors.
  • Assessing advisor performance through listening and observation while providing coaching and feedback to help develop advisor skills.
  • Supporting agents with insufficient training and knowledge gaps to achieve the required level of performance.
  • Started role at Garlands in an outbound sales capacity, moving between various roles before being promoted due to exceptional commitment, work ethic, quality of work and motivational skills.
  • Involved in a pilot scheme for Aviva, calling existing customers and arranging financial consultant visits. Identified as the star performer of the department and regularly used in coaching and calibration sessions and liaising with the client.

Education

5 GCSEs C or above -

Mortimer Comprehensive School
South Shields, South Tyneside
09.1999 - 07.2004

Skills

  • SaaS
  • People management
  • Business development
  • Brand development
  • Product launches
  • Technology integration
  • Growth initiatives
  • Innovation drive
  • KPI monitoring
  • Strategic planning
  • Project management
  • Decision making
  • Customer Service
  • Recruiting and hiring

Affiliations

  • Sports
  • Walking & Hiking
  • Running
  • Cooking

Timeline

Pre-sales & Support Director

SaleCycle Ltd
11.2014 - Current

Merchant Services Advisor

Sage Pay Europe Ltd
08.2010 - 11.2014

Team manager

Garlands Call Centres
08.2008 - 05.2010

5 GCSEs C or above -

Mortimer Comprehensive School
09.1999 - 07.2004

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Scott Scott