ResponseTap has bolstered its management team with the recruitment of a Head of Customer Success.
The newly-created position has been filled by Barry Cochrane (pictured), 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 accounting software brand Sage, where he became the Senior Manager of Customer Operations.
Almost a decade with Sage was followed by over seven years at start-up tech firm Just Accounts, where he progressed to the role of Customer Service Director.
Cochrane joins 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 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.
Cochrane will therefore now head up a 13-strong team of customer onboarding executives, customer success managers 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, ResponseTap’s 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 Cochrane 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.”