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Helen McCourt

@helenmccourt

Customer Success Manager at MessagePoint, resolving enterprise CCM issues and coordinating software releases.

At MessagePoint, I support enterprise customers using MessagePoint software, coordinating issue investigations and software releases with Product and Support teams. I help distinguish configuration questions from potential defects and translate customer needs into actionable requirements.

At AXA Health, I led five Exstream developers delivering customer communications projects and business-as-usual changes. I led delivery for the PPP to AXA Health rebrand and the SME renewals communications project.

At GM Financial, I managed an international team of eight Exstream developers and 30 Business Analysts across global project and BAU delivery. I also managed a legal-entity communications change across 12+ European countries in two months.

Earlier, at Lloyds Banking Group, I was lead developer for the rewrite of two major banking applications into DOC1 version 6. At Williams Lea, I led development and support across 32 applications and managed teams of six to 11 developers and testers.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

MessagePoint

Jan 2022 - Present (4 years 10 months)

Support enterprise customers using MessagePoint software, working closely with Product, Support and technical teams to resolve issues and improve platform outcomes. Investigate customer-reported issues, coordinate defect investigations, and support software upgrades and releases.

HP Exstream SEFAS MessagePoint Jira Salesforce QAM ConnectED Production Manager Rationalizer JSON XML APIs

Product Owner

AXA Health

Jan 2020 - Jun 2021 (1 year 5 months)

Led a team of five Exstream developers delivering strategic projects and business-as-usual change across customer communications. Translated business requirements into business rules and technical specifications, and prioritized backlog in an Agile environment.

OpenText Exstream Windows SoapUI Azure SVN DocBridge Delta Putty Winzip XML JSON

Exstream Consultant

Utility Warehouse

Feb 2018 - Dec 2018 (10 months)

Established the foundations of a customer communications capability as the organisation's sole CCM specialist. Gathered requirements, developed and ran ad hoc jobs through Exstream Command Center, and led migration of over 1,000 letters to an outsourced print provider.

OpenText Exstream HP Exstream Unix Silverpop JSON XML XSD

Customer Communications Manager, International Operations

GM Financial

Oct 2015 - Jan 2018 (2 years 3 months)

Managed an international team of eight Exstream developers and 30 Business Analysts delivering customer communications across countries and channels. Oversaw global project and BAU delivery for letters, invoices, statements, email and SMS communications.

OpenText Exstream HP Exstream Unix Perl

Document Composition Consultant

Lloyds Banking Group

Aug 2012 - Oct 2015 (3 years 2 months)

Supported mortgage communications during the separation of Lloyds Bank and TSB. Acted as lead developer for the rewrite of two major banking applications into DOC1 version 6.

DOC1 Versions 4 5 and 6

Implementation Specialist / BAU Manager

OTM

Aug 2011 - Jul 2012 (11 months)

Managed change, development, deployment and release activities for business-as-usual services. Coordinated BAU operations and delivered small changes within short timescales.

Unix DOC1 Version 4 HP Exstream Remote Collaboration Emtex Data Manager OpenStreetMap IPW

Document Composition Consultant

Avantias / Capgemini

Jan 2010 - Jul 2011 (1 year 6 months)

Delivered project management, business analysis, document composition, testing and output-management services across client engagements. Managed development of multilingual insurance applications for SwissCard.

DOC1 Exstream Dialogue and Output Management Technologies

Senior Composition Developer / Team Leader / BAU Manager

Williams Lea

May 2005 - Dec 2009 (4 years 7 months)

Led development and operational support for customer communication applications under demanding deadlines. Managed teams of six to 11 developers and testers, and oversaw BAU support for 32 applications.

HP Exstream DOC1 XMPie Autograph Unix Perl