ResponseTap has appointed Barry Cochrane to the newly-created position of Head of Customer Success.
Cochrane has more than 20 years’ customer service experience, having been a Senior Manager at Sage and Customer Service Director at start-up Just Accounts.
He will head up a team of 13 customer onboarding executives, customer success managers and technical support engineers at ResponseTap.
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.”
Cochrane added: “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.”