The newly-created position has been filled by Barry Cochrane, who joins the Call Intelligence specialist with more than 20 years’ customer service experience. Having begun his career in the insurance sector, he moved to renowned accounting software brand Sage, where he went on to become the Senior Manager of Customer Operations.
Following almost a decade with this multinational company, he spent over seven years supporting the growth of start-up tech firm Just Accounts, where he progressed to the role of Customer Service Director. Here he acted as the crucial link between the product team and those responsible for optimising client satisfaction, ensuring that greater software usability and support led to improved customer efficiencies and, ultimately, client retention.
Armed with this insight, he has come on board with ResponseTap at a pivotal time in the firm’s expansion.
With more than 2,200 clients, ResponseTap is witnessing growth both in the UK and USA, as marketing departments, digital marketers and contact centres alike invest in the technology to make every call count.
"When a customer signs a contract, this isnt the end of our relationship with them its only the beginning."
But as client numbers continue to rise and the business looks towards even further market penetration, co-founders Ross Fobian and Richard Hamnett are keen to protect customer service levels.
Barry will therefore now head up a 13-strong team of customer onboarding executives, customer success managers (who hold what are typically regarded as senior account management roles), and technical support engineers. His goal is to introduce and refine processes that will actively ensure clients continually work towards their evolving business objectives, with the help of ResponseTap’s software and services.
Commenting on the recruitment, Chief Revenue Officer Dave Hutton said: “When a customer signs a contract, this isn’t the end of our relationship with them – it’s only the beginning. Barry and his team will therefore ensure a seamless transition through the onboarding process, and the all-important delivery of ongoing customer support and account management. It’s all part of us ensuring customers get the most value from our market-leading Call Intelligence technology.”
Barry himself added: “Established in 2009 ResponseTap has progressed far beyond the mindset of a start-up company, but the management outlook remains fresh. There is a drive to challenge the norm as the company looks to further its market share, and I am impressed by a philosophy that places as much onus on relationships as it does tech-based innovation. My job title is evidence of that mentality.
“Having worked for both start-ups and software giants, always with a view to bridging gaps between product and service, I think my experience is perfectly suited to the role.”
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