Wendy Cullis
Telford,Shropshire
Summary
Commercially astute Customer Success Manager with over 20 years' experience in building successful client relationships, driving adoption and demonstrating value across Health & Life Sciences, Financial Services and Creative content supply chains.
Significant strength in influencing at board level and building trust with senior stakeholders through professional presentation skills and delivery of results.
Overview
23
23
years of professional experience
Work History
Senior Customer Service Manager
Adobe Inc.
Remote
04.2022 - Current
- Currently managing a $7M portfolio of customers across the Media & Entertainment and Oil, Gas & Engineering industries
- Partnering with customers to demonstrate and realise value across Adobe's Creative Cloud and Document Cloud incl. Acrobat Sign
- Analysing deployment and activation data to identify opportunities to grow adoption
- Identifying and co-ordinating a myriad of engagement activities: product demos, Adobe days, workflow reviews, technical health assessments to drive usage
- Prioritising customers to work with AE's and Renewal Specialists to ensure mutual success plans and renewal plans deliver growth across a 3 year engagement
Service Owner
ITV Plc
Media City, Manchester
01.2020 - 03.2022
- Worked in Group Technology to deliver and maintain service across Corporate Business Applications
- Trusted business partner to all corporate teams
- Actively involved in the discovery phase of a Legal Transformation programme to understand and assess the current system landscape, operational practices and culture
- Product Owner for Acrobat Sign
- Grew the user base from 40 to over 1000 users over 12months delivering significant cost savings and contributing to the achievement of ITV's sustainability goals.
Business Change Manager
ITV Plc
City of London
08.2018 - 01.2020
- Joined ITV in the Workplace Technology team, a newly formed ‘product focused' team whose vision was to group related tools and services into a product area and manage end-to-end by a multi-party team according to broad Agile principles
- Implemented a structured change and transition approach, led a working group to develop new ways of working, agreed adoption of new tools and implemented a cross skilling framework across Group Technology
- Put in place OKR's in order for the team to track and demonstrate benefits from the product focused model throughout 2020.
SAP Workstream Lead
Pacific Life Re
Tower Hamlets, City of London
10.2017 - 07.2018
- Provided consultancy services to this London based Re-insurer to prepare the project team for the global roll out of SAP across Business Operations in Europe and North America
- Planned all change management and communication activities to ensure buy-in and engagement across the business, this also included delivery of the training workstream and a ‘Train the Trainer' programme for multiple system trainers.
Client Engagement Manager
eg Solutions Plc
05.2012 - 10.2017
- Led and supported new clients through pre-sales, project set up and project initiation activities
- Managed and proactively developed key accounts to provide ongoing sustainability and ensure the perceived value of egs' solutions
- Identified and developed repeat sales opportunities to extend the use of company products & services and achieve sales activity and revenue targets
Managing Director
eg Operations Management pty
Johannesburg, Gauteng
04.2007 - 04.2012
- Moved to South Africa to head up an international subsidiary
- Developed sales plans, attended sales appointments, conducted site surveys, wrote proposals and handled contract negotiations
- Delivered sales growth and revenue of £1m in the first year
- Delivered marketing plans, exhibited at conferences and delivered executive events to generate leads and raise the company's profile in the South African market.
Senior Implementation Consultant
eg Solutions Plc
Global
11.2000 - 04.2007
- Project managed back-office optimisation projects ensuring the application of company standards and achievement of the guaranteed benefits of up to to 30% cost reduction within project profitability targets, resource utilisation and client satisfaction measures
- Trained internal and client project teams in all project deliverables and man-managed implementation teams in line with company objectives.
Education
ITIL 4 Foundation & Practitioner - Service Management
QA Higher Education
London2019
Post Graduate Certificate - Business & Personal Coaching
University of Chester
2015
PRINCE2 Practitioner - Project Management
APMG International
South Africa2011
Accelerated Directorship Programme - Directorship responsibilities
IOD, South Africa
2009
Skills
- Building client relationships and managing stakeholders
- Demonstrating and delivering value
- Global project delivery
- Executive Coach and skilled Trainer with strong presentation and facilitation skills
- MS Office and G-Suite proficiency incl virtual collaboration tools ie, Teams, Slack, Miro, Trello, Jamboards etc
- Adobe Creative Cloud and Document Cloud applications
- SAP and workforce management systems (SaaS/cloud/on-premise)
- CRM Systems (Salesforce, Gainsight)
Timeline
Senior Customer Service Manager
Adobe Inc.
04.2022 - Current
Service Owner
ITV Plc
01.2020 - 03.2022
Business Change Manager
ITV Plc
08.2018 - 01.2020
SAP Workstream Lead
Pacific Life Re
10.2017 - 07.2018
Client Engagement Manager
eg Solutions Plc
05.2012 - 10.2017
Managing Director
eg Operations Management pty
04.2007 - 04.2012
Senior Implementation Consultant
eg Solutions Plc
11.2000 - 04.2007
ITIL 4 Foundation & Practitioner - Service Management
QA Higher Education
Post Graduate Certificate - Business & Personal Coaching
University of Chester
PRINCE2 Practitioner - Project Management
APMG International
Accelerated Directorship Programme - Directorship responsibilities
IOD, South Africa
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