Unit4 Appoints Michelle MacCarthy to Lead Global Customer Success
Unit4, a cloud leader in enterprise software for people-centred organizations, today announced the appointment of Michelle MacCarthy as Global Head of Customer Success. As revealed during our recent Experience4U event, Unit4 has been on a journey to transform the customer experience, investing in a brand new customer care ecosystem, designed and purpose built to deliver a frictionless experience. Having Michelle on board will help to build and scale the customer success function.
A passionate Customer Success leader with over 15 years in the tech and retail industries, Michelle will be a key part of the company’s growth strategy by ensuring maximum adoption of and customer satisfaction with Unit4’s offerings. She will lead Unit4’s customer experience strategy, driving change management and service delivery with a focus on making Unit4 customers wildly successful.
Prior to joining Unit4, Michelle was VP of Global Customer Success at Flexera, an IT software and services company, where she helped establish the customer success function with a focus on driving a customer-first mindset across the company in North America, Europe and APAC. As a proven leader in customer success as well as traditional, digital and omnichannel marketing, she understands the importance of a well-architected customer lifecycle journey.
Unit4 has evolved its customer care and experience over the past 18 months. In November 2019, the company launched its new customer community - Community4U - a self-service platform for customers and partners with peer-to-peer forums and opportunities to learn from each other. Today, Community 4U is an active online ecosystem with more than 8,000 registered customers and partners. In addition, Unit4 continues to expand its customer success team, adding 40 new positions to the team in 2020. Other key initiatives include:
- Implementing ITIL best practices across the organization driving simpler, more efficient, standardized processes
- The rollout of ServiceNow, an industry leading platform for customer services, supporting the customer success team to be productive, while delivering customers what they need, when they need it
- Gainsight, a Customer Experience Management platform that helps us to scale our Customer Success organization by providing real-time visibility into the “health” of our customers in order to drive retention, growth, adoption, advocacy, and ultimately successful outcomes for our customers
- The introduction of a new Customer Journey Framework supported by investment in IT and data center infrastructure.
Michelle MacCarthy, Global Head of Customer Success at Unit4, said: “Joining Unit4 gives me the opportunity to work with customers across an incredible cross-section of people-centric service industries where CX is vital to their growth and success. Equally, customer engagement and success are vital to our growth strategy and culture, and our customers expect an exceptional and positive experience when they partner with us. My goal is to make them wildly successful from day one!”
James Shand, Chief Customer Officer at Unit4 said: “In the world of Cloud software, we need to earn our customers’ business each and every day, and we must do so by providing both an exceptional and effortless experience. Our partnership with them centers on understanding their business, their challenges and supporting them each step of the way. Having Michelle join us in delivering on that promise is core to our success and most importantly to that of our current customers and those of tomorrow.”
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