Open to opportunities

Aiden Shaw

@aidenshaw

Message

I lead enterprise SaaS onboarding, migrations, training, and customer adoption.

United Kingdom

Message

What I'm looking for

I’m looking to lead complex SaaS implementation and customer delivery work, partnering with stakeholders to deliver successful onboarding, migration, training, adoption, and process improvements.

At Firefish Software, I lead complex SaaS onboarding and migration projects from discovery through go-live for enterprise clients. I align implementation plans to client goals, manage risks and cross-functional delivery, and guide executive stakeholders through change, training, and adoption.

Since joining Firefish in 2022, I’ve progressed from Customer Support Executive to Senior Implementation Executive. I manage simultaneous migrations, onboardings, web re-skins, and platform upgrades or downgrades while tracking delivery success and improving customer outcomes.

I use ChurnZero, HubSpot, Intercom, and ShareFile to support customer delivery, and I mentor junior colleagues while helping standardise onboarding processes and documentation. I also lead quarterly cross-team focus groups to improve workflows and coordinate process changes.

My earlier work in recruitment, HR coordination, account management, and sales has built my commercial awareness and ability to manage relationships in fast-paced client environments.

Experience

Work history, roles, and key accomplishments

Current

Senior Implementation Executive

Current

Firefish Software

Apr 2024 - Present (2 years 4 months)

Led complex SaaS onboarding projects from discovery to go-live, ensuring strategic alignment and high customer satisfaction. Managed enterprise-level implementations, coordinated cross-functional teams, and mentored junior team members.

ChurnZero HubSpot Intercom Sharefile Project Management Change Management Customer Training Stakeholder Management Data Migration SaaS Onboarding

Customer Implementation Executive

Firefish Software

Dec 2022 - Apr 2024 (1 year 4 months)

Drove end-to-end customer onboarding, including configuration, data migration, and training. Managed project timelines and coordinated with Sales, Customer Success, and Product teams to deliver implementations on schedule.

ChurnZero HubSpot Intercom Sharefile Project Management Data Migration Customer Training Stakeholder Management

Customer Implementation & Support Executive

Firefish Software

Sep 2022 - Nov 2022 (2 months)

Shadowed Senior Implementation Executives on live projects, supporting configuration, data migration, and onboarding activities. Began owning low-complexity implementation projects while providing customer support.

ChurnZero HubSpot Intercom Sharefile Data Migration Customer Support

Customer Support Executive

Firefish Software

Mar 2022 - Sep 2022 (6 months)

Provided expert customer support to CRM users across multiple channels, resolving queries efficiently. Troubleshot application issues and collaborated with internal teams to improve product and processes.

ChurnZero HubSpot Intercom Sharefile Customer Support Troubleshooting

Recruitment & HR Coordinator

Lidl GB

Apr 2020 - Mar 2022 (1 year 11 months)

Managed recruitment requests, job adverts, and candidate screening. Coordinated interviews and selection days, and supported regional recruitment events.

Recruitment Applicant Tracking Systems Interview Coordination HR Coordination

Account Manager

Baxter Personnel

Feb 2019 - Apr 2020 (1 year 2 months)

Ran a busy industrial temps desk, filling vacancies and managing client relationships. Grew existing accounts by delivering high-class service and attending client meetings.

Account Management Recruitment Interviewing Customer Relationship Management

Recruitment Consultant

MTrec Recruitment & Training

Jan 2018 - Feb 2019 (1 year 1 month)

Worked in a fast-paced industrial recruitment office, booking candidates and interviewing to match client needs. Managed client accounts, built relationships, and generated new business through cold calling.

Recruitment Interviewing Account Management Cold Calling Business Development

Sales & Lettings Consultant

Venture Properties

Mar 2016 - Dec 2017 (1 year 9 months)

Updated clients on properties, arranged viewings, and processed lettings applications. Negotiated sales and lets, and produced marketing material.

Sales Negotiation Marketing Customer Service

Team Member

The Olive Garden

Sep 2014 - Mar 2016 (1 year 6 months)

Dealt with customers face to face and over the telephone, handled queries and complaints, and prepared orders. Maintained cleanliness and hygiene control.

Customer Service Food Preparation