News : Senior Appointment for Marketing Tech Firm
The newly-created position has been filled by Barry Cochrane, who joins the Call Intelligence providert 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.
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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Established in 2008, ResponseTap is a Call Intelligence specialist, with offices in Manchester, London and the USA. With more than 2,200 worldwide clients, the company continues to be run by its two founders Richard Hamnett and Ross Fobian, with investment from Eden Ventures, Beringea and Enterprise Ventures.
Published: Wednesday, August 2, 2017