Summary
Overview
Work history
Education
Skills
Certification
Timeline
Hi, I’m

Jayne Delahunt

Dublin 16,Ireland
"Ability is what you are capable of doing. Motivation determines what you do. Attitude determines how well you do it." "life begins at the end of your comfort zone"
Lou Holtz , Jayne
Jayne Delahunt

Summary

Jayne is an experienced SaaS, Technology Service Delivery, and Operations Manager with over 20 years of expertise in leading diverse teams within global organisations across various SaaS industries. She is known for her strong leadership skills, strategic analysis, and the effective execution of business unit-level strategies, making her a valuable asset to any organisation. Jayne excels at enhancing customer successs and driving product adoption. She has a proven track record of improving customer engagements, reducing churn, and increasing revenue through coaching, mentoring, and cross-functional collaboration.

Overview

20
years of professional experience
3
Certificate

Work history

Docusign
Dublin, Ireland

Director of customer enablement
12.2017 - 11.2024

Job overview

  • Scaled EMEA teams for Onboarding and DocuSign University (LMS) across Dublin.
  • Opened and scaled the first Customer Success office in Cairo.
  • Developed global processes and procedures for EMEA onboarding and enablement teams.
  • Led the implementation of digital @ScaleOnboarding in EMEA, driving product adoption and engagement.
  • Created targeted campaigns focused on driving adoption; successful campaigns saw customer adoption increase by over 15% in the first quarter.
  • Worked with Operations to develop and review new data metrics focused on adoption and customer usage.
  • Engagements with Sales, Marketing and product teams to ensure successful onboarding as well as campaign strategy alignment.
  • Developed business goals and metrics, ensuring alignment with overall company growth strategy.
  • Regular communication with senior leadership and C-suite regarding key projects and performance outcomes.
  • P&L analysis and feedback to ensure both organisations met financial and operational objectives.
  • Created and delivered learning content for EMEA customers, including both private and public courses.
  • Fostered a culture of coaching and mentorship, driving growth and development across the organisation.
  • Fostered a positive work environment, increased employee morale.
  • Implemented operational changes for improved efficiency.

Symantec
Dublin, Ireland

EMEA Gateway Manager
04.2015 - 12.2017

Job overview

  • Managed team dynamics by implementing conflict resolution strategies.
  • Coordinated cross-departmental collaboration for improved workflow.
  • Implemented cost reduction measures, reduced overhead expenses.
  • Managed a team of 14 engineers, delivering customer support and escalations.
  • Successfully murged two teams and cross trained the engineers to meeting our KPI targets.
  • Oversaw performance management, career planning, and recruitment.
  • Successfully implemented new strategies to help align with thecompany plan and customer satisfaction

Symantec
Dublin

Groupware associate Manager
11.2013 - 04.2015

Job overview

  • Managed 8 engineers supporting EMEA customers, with support related issues in order to meet our KPIs and our business objectives.
  • Conduct regular engagements with team in order to provide feedback and mentoring.
  • Delivered continuous improvement strategies and proactively identified areas for support enhancement.
  • Projects I lead with other support managers to identify key areas for improvement to improve the customer journey and this improved our CSAT from 78% to 87% in the space of two quarters.


Symantec
Dublin

Endpoint protection Supervisor
08.2011 - 11.2013

Job overview

  • Managed the performance of a high-volume technical support team, ensuring excellence in customer service and issue resolution.
  • Led a team in delivering high-quality support for customers, improving support delivery channels.
  • Developed key insights into customer trends and drove process changes to improve service quality.

Education

Trinity College Dublin
Dublin

Certificate of Higher Education from Dental Nursing
2000 - 2002 (2 years)

Skills

  • Leadership & Team Management : Over 20 years of managing high-performing global teams
  • Customer Success & Adoption : Proven ability to drive adoption and reduce churn
  • Strategic Planning & Execution : Expertise in creating and implementing effective business strategies
  • Process Improvement : Lean Six Sigma Green Belt certified, with a continuous improvement mindset
  • Technical Proficiency : Experienced in Microsoft Office Suite, Salesforce, Siebel, Changepoint, Tableau, and more
  • Resource allocation efficiency where do we need the staff to ensure customer alignment
  • Growth initiatives developing campaigns targeting growth and feature usage

Certification

Certification in AI for Business June 25

Certification in Green Belt Six Sigma, 2013

Certification in Customer Success Management 2011




Timeline

Director of customer enablement

Docusign
12.2017 - 11.2024

EMEA Gateway Manager

Symantec
04.2015 - 12.2017

Groupware associate Manager

Symantec
11.2013 - 04.2015

Endpoint protection Supervisor

Symantec
08.2011 - 11.2013

Trinity College Dublin

Certificate of Higher Education from Dental Nursing
2000 - 2002 (2 years)

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Jayne Delahunt