Robert Loveridge
Customer Support Manager, UK - Phocas Software
Experienced leader in Customer Support, Services, and Software Delivery
Experienced leader in Customer Support, Services, and Software Delivery
Customer Support Manager at Phocas Software with many years experience in Customer Support, Professional Serivces, Solution Design, Product Management, Software Development and line management of multiple teams.
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.
March 2022 - Present
As the Customer Support Manager I manage and coach the customer support team in the UK. As a team, we deliver an awesome customer experience to our customers.
July 2021 - March 2022 (9 months)
As a Solutions Architect at Gainsight, I worked with new and existing clients to align Gainsight features & functionality to best support their CS strategy, driving towards achievement of desired outcomes.
As a Technical Account Manager, clients consulted me on best practices for Gainsight and I helped them to define architectural and data structure to support those requirements. Aside from consulting, I also acted as a Gainsight Administrator for some clients.
May 2020 - July 2021 (1 year 3 months)
Moving into a global role, I was the line manager of the training team for the Global Services department and responsible for the maintenance and overall quality of all training programmes, including LMS and Webinars.
I also continued to support the Operations Director with Services reporting, processes, forecasting and revenue recognition. I also continued to develop and design a number of Service offerings and go to market strategies for the CXM division of Upland Software.
March 2019 - May 2020 (1 year 3 months)
Utilising my experience with Adestra and Rant & Rave, I ran the Services team for Upland Software in EMEA. When Upland Software acquired Adestra and Rant & Rave, I was involved in the employee consultations, so I have first hand experience with detailing out organisational changes in a sensitive manner.
September 2018 - March 2019 (7 months)
As the Technical Lead within the Professional Services team, I was hired to become the subject matter expert and drive the growth of technical knowledge.
The role required me to provide a high level of communication and use my leadership skills to drive excellent customer advocacy and the growth of the team.
I also supported the wider business by talking directly to clients either at their offices or via conference calls - helping them understand our solutions and their implementation.
Main tools and technologies used:
April 2017 - September 2018 (1 year 6 months)
Covering for maternity leave - I was responsible for the line management of the Product Management team at Adestra.
I supported the team in the coordination of developments to MessageFocus, including user story design and product backlog management.
I communicated releases of the product to Adestra's internal teams with monthly presentations that showcase the latest developments. I also provided advice, knowledge and support in relation to the product.
Main tools and technologies used:
August 2016 - September 2018 (2 years 2 months)
As a Manager, I was responsible for the day-to-day running of the Technical Solutions team at Adestra. I was involved in pre-sales meetings and requirements scoping - finding out what clients need by communicating directly with them and our Account Managers and Project Managers.
My team was responsible for providing 3rd Line Technical Support to Adestra's clients and internal technical training for our 1st/2nd Line Technical Support teams, training them on Unix command line tools so they're able to view and navigate around web/mail logs.
A typical day for me involved several calls with clients to catch up on their projects, mentoring the developers and ensuring they were working to a high level and helping them resolve any issues that are preventing them from closing a project.
I also got involved in the development of writing bespoke reports for our clients.
Main tools and technologies used:
2003 - 2005
Grade Achieved: Distinction
This course had a bias towards software design, but there were sufficient hardware and electronics units. The course consisted of the following 6 modules:
Other topics covered:
Issued August 2021
The Gainsight Associate Admin Certificate is for new Admins who are just starting their Gainsight Administration journey. Topics covered in the exam:
Issued August 2021
An industry certification for customer success professionals. This course covered the following topics:
Issued May 2017
The Product Focus certification covered the full range of product management and product marketing disciplines. It focused on how to apply best practice tools and approaches in real-world situations:
Issued April 2014
This course provided basic life saving first aid skills and knowledge of workplace health and safety regulations, covering:
Issued June 2013
Course modules:
You can connect with me professionally on LinkedIn, or view my full CV online.