Helen Wilson

Microsoft UK Customer Success has rapid growth and it was time to evolve the way it connected internally. As Director of Business Strategy, delivered alternative ways to create compelling opportunities to connect employees. Utilising the 5 core themes from people signals survey; created ‘CSYou’ events series aligned to improvement areas; engaged inspirational speakers; included Chief Storyteller, AI experts and diverse leaders on journey; and launched to all employees. Succeeded in doubling… عرض المزيد

Microsoft UK Customer Success has rapid growth and it was time to evolve the way it connected internally. As Director of Business Strategy, delivered alternative ways to create compelling opportunities to connect employees. Utilising the 5 core themes from people signals survey; created ‘CSYou’ events series aligned to improvement areas; engaged inspirational speakers; included Chief Storyteller, AI experts and diverse leaders on journey; and launched to all employees. Succeeded in doubling average attendance via pertinent content and delivering programme of regular, relevant events. عرض أقل

Microsoft evolved Customer Success to its Modern Work (MW) function. As MW Director, implemented customer success model. Hired new team; improved stakeholder relationships; identified customer best practices; demonstrated impact on investment through storytelling / evidencing ROI; mapped customer satisfaction / usage vs touchpoints; and integrated team into account planning process. Succeeded in growing Teams from 95k to 7.5m users, enabling businesses, schools and hospitals to function through… عرض المزيد

Microsoft evolved Customer Success to its Modern Work (MW) function. As MW Director, implemented customer success model. Hired new team; improved stakeholder relationships; identified customer best practices; demonstrated impact on investment through storytelling / evidencing ROI; mapped customer satisfaction / usage vs touchpoints; and integrated team into account planning process. Succeeded in growing Teams from 95k to 7.5m users, enabling businesses, schools and hospitals to function through pandemic, recognised as top performing team in CSU globally and represented Microsoft UK on global stage of customer success. عرض أقل

Microsoft sought to demonstrate a link between customer care and retention. As CSM Manager, led EMEA incubation team to prove customer success model. Recruited across UK / WE; defined CSM role; identified key metrics; built structured customer communication plan; reduced portfolio size to >250 seats, evolving role from tele-based to in-person customer visits to deepen engagement; and identified process change as common skill to recruit / develop across Europe. Succeeded in increasing… عرض المزيد

Microsoft sought to demonstrate a link between customer care and retention. As CSM Manager, led EMEA incubation team to prove customer success model. Recruited across UK / WE; defined CSM role; identified key metrics; built structured customer communication plan; reduced portfolio size to >250 seats, evolving role from tele-based to in-person customer visits to deepen engagement; and identified process change as common skill to recruit / develop across Europe. Succeeded in increasing business decision maker relationships, achieved 95%+ customer retention, rolled out globally and received coveted Platinum Outstanding Achiever Award. عرض أقل