A SCOTS software firm has promoted one of its longest serving members of staff to a newly created strategic role.
Alyson McMenemy, who joined Eureka Solutions 18 years ago, has been appointed as Customer Success Director.
Based in East Kilbride, Eureka Solutions specialises in Oracle NetSuite and Sage software platforms and has developed its own integration tool, Cloud Data Exchange, which enables crucial business systems to ‘speak’ to each other.
The software specialist believes the new post, and Alyson’s appointment, underlines the company’s commitment to putting the customer first.
The 42-year-old has had seven different roles in her career with Eureka Solutions to date, across senior positions in project management, sales and technical support, making her the ideal candidate for the post.
She said: “Customer service and technical expertise are the core values which drive Eureka Solutions, so I am delighted to take on this prominent role which focuses on ensuring both those elements are held to the highest standards.
“I’ve worked across almost every aspect of the business and believe my deep understanding of our products, systems, sales process and after-sales care will be an asset which will further increase our client success and maintain our impressive customer approval ratings.”
As Customer Success Director, Alyson will be responsible for the early identification of potential client issues and will use her vast experience to undertake root cause analysis, mitigate problems and to tailor responses which maintain client confidence.
Another part of the role is to strengthen long-term client relationships and to develop new staff who have recently joined the business, improving their levels of understanding of Eureka Solutions’ products, services and protocols.
She added: “Our approval ratings are excellent but as an ambitious company we can’t rest on our laurels or take our foot off the gas.
“This new role puts in place an extra level of safeguarding to ensure Eureka Solutions delivers on all fronts, from the very first client enquiry or order, to delivery of our products and services, and on through the entire client relationship including exemplary customer support.”
Loganair, Kelvin Power Tools, Barrhead Travel and Western Ferries are just some of the longstanding customers on Eureka Solutions’ client roster.
Having recently created the role of HR and Learning and Development Manager, the new Customer Success Director role is another key example of the tech firm planning for growth.
David Lindores, CEO of Eureka Solutions, added: “Our business is always looking at fresh ways of how we can improve the customer experience and we identified that creating a new strategic role of Customer Success Director was a marker as to how seriously we invest in this ethos.
“Alyson has been with the business since her days fresh out of university and her knowledge and understanding of Eureka Solutions is second to none. Our customers’ success could not be in better hands.”
Eureka Solutions is a £4.5m-a-year business with 68 staff and clients across tech, sport, hospitality, non-profit, wholesale distribution, ecommerce and other sectors.
