Robert Loveridge

About Me

I am currently working for Phocas Software as the Customer Support Manager, UK. I have many years of experience in Customer Support, Professional Services, Solution Design, Product Management, Software Development, and line management of multiple teams.

I have worked for Gainsight, The Customer Success Company, as a Solutions Architect, and prior to working at Gainsight, I was the Head of Services at Upland Software where I managed the department in EMEA from our Coventry office. My department had 5 teams (19 people in total), and I reported to the General Manager EMEA.

In a previous role (Product Management Team Lead) at Adestra, I worked with the Head of Product Management and COO on the product roadmap, facilitating meetings with the commercial teams every month so they were kept up to date on progress.

At Upland, my team had revenue targets to meet, and my main focus was making sure that the projects we were managing were delivered on time and on budget. I acted as an escalation point for all clients who interacted with the team.

I have a software development background using the Perl programming language and PostgreSQL database, along with Git and Subversion for version control, and JIRA, Confluence, and BitBucket for development framework and sprint planning.

When Upland Software acquired Adestra and Rant & Rave, I was involved in the employee consultations, so I have first-hand experience with detailing organisational changes in a sensitive manner.

I'm highly experienced in developing custom reporting and data integrations, having worked with many organisations on delivering technical solutions to real business challenges and goals.

I enjoy mentoring, problem-solving, and motivating myself, which I feel plays a key part in learning programming languages and creating bespoke solutions.

Experience

• Phocas Software - Customer Support Manager, UK
  Leading the UK support team and ensuring excellent customer experiences across all channels.
• Gainsight - Solutions Architect
  Partnered with clients to design and deliver customer success solutions.
• Upland Software - Head of Services, EMEA
  Managed 5 teams (19 people) with revenue targets, responsible for service delivery, project success, and client relationships.
• Adestra - Product Management Team Lead
  Supported product roadmap planning, sprint delivery, and stakeholder communication. Employee of the Year multiple times.

Technical Skills

• Perl, PostgreSQL, TSQL databases
• Git, Subversion, JIRA, Confluence, BitBucket
• Data integration and custom reporting development
• Solution design, project management, team leadership

Achievements

• Voted Adestra's Employee of the Year in 2007, 2014, 2015, 2017, and 2018.
• Recognised by leadership teams as a key reference point for colleagues and management.
• Played a central role in company acquisitions and organisational transitions.

Education

Information Technology Practitioner (Software Development) National Diploma
Henley College, Henley-on-Thames, United Kingdom
2003 - 2005

Contact

You can connect with me professionally on LinkedIn, or view my full CV online.