Nicholas Walsh

Lead end-to-end post-sale customer onboarding and implementation for higher education institutions, from kickoff through renewal. Plan and execute pilot and proof-of-concept engagements, coordinate technical integrations with LMS platforms, and deliver training and enablement workshops.

Built trusted relationships with senior stakeholders, acting as a strategic advisor to align support services with long-term business goals and mitigate churn. Delivered strategic business reviews and workshops using data insights and success KPIs to maximize account performance and ROI.

Managed daily support cases, incidents, and escalations, ensuring SLA compliance and quick resolution. Led strategic business reviews and built trusted partnerships with customer stakeholders to influence support strategy.

Managed multiple IT and biometric deployment projects across major airports in the EMEA region. Led and mentored a team of four Service Delivery Managers and oversaw contractual and financial delivery.

Managed a diverse portfolio of 26 SaaS accounts across Europe, acting as the primary liaison for onboarding, support, and training. Designed and launched a structured onboarding framework that achieved the 'Get to Production' KPI within 11 weeks.

Oversaw complex, high-value client accounts across multiple regions and partner channels. Implemented industry best practices and quality standards, prepared operational performance reports, and managed vendor relationships and SLAs.

Managed two key client accounts, building strong relationships and ensuring delivery of first-class support services. Acted as the main liaison between clients and internal teams to align service delivery with customer expectations.

Managed client accounts from a technical perspective, aligning support services with client requirements. Resolved incidents, problems, changes, and project tickets, and automated alerting processes to improve response times.

Provided strategic and tactical program and project management support for key global technical center priorities. Managed service availability, operational performance, and maintenance windows, and created and executed complex program and project plans.

Established and managed a 24/7 support team of 20 staff, delivering first-line support for a major UK food manufacturing client. Oversaw daily operations to ensure efficient and effective service delivery.

Executive Conflict Resolution Techniques highlighting proactive stakeholder handling and client retention.

Cloud Collaboration & Success Alignment Certificate tailored for SaaS CS roles with a cloud focus.

Customer Journey Optimization Masterclass covering advanced techniques in journey mapping and success planning.

Data-Centric Success Strategy Certificate emphasizing data-driven customer success frameworks for enterprise tech firms.

Global Service Operations Professional certification for service delivery leads in international environments.

Certified Enterprise Customer Success Manager focused on post-sales lifecycle strategy for large B2B accounts.

Agile Service Delivery Specialist certification combining Agile and ITIL principles for hybrid service models.

Remote Leadership & Engagement Fundamentals focused on hybrid/remote team leadership post-COVID.

Client Relationship Management Excellence Certificate covering stakeholder mapping, account planning, and trust-building in high-stakes environments.

Strategic Influence & Relationship Building certificate complementing stakeholder engagement and negotiation work.

Activities and societies: Capstone project developed a business case that improved simulated profitability by 35%.

National Diploma in Business and Finance with coursework in financial analysis, business planning, and marketing fundamentals.