Richard Lamsdale: CV / Resume

Enterprise sales specialist with 15 years’ experience in digital customer engagement. Extensive commercial, technical, project / program management and team leadership experience in the UK and Globally.

Digital Engagement Specialist for Nuance advising and guiding large companies in adopting omni-channel customer engagement to dramatically lower customer service costs and drive revenues. Specialise in Artificial Intelligence (AI), Virtual Assistants / Chatbots, Asynchronous Messaging, Live Chat and Biometrics.

KEY SKILLS & COMPETENCIES

Commercially and technically accomplished in many aspects of digital engagement:

  • Commercial: maximising opportunities through consultative selling; public speaking, presenting and demonstrating; building trusted relationships; leading RFI / RFP responses; developing the ROI / business case; deal modelling; drafting and negotiating contracts.
  • Technical: subject matter expert in digital engagement including AI, Virtual Assistants / Chatbots; Asynchronous Messaging; Live Chat; Speech Recognition (ASR); Natural Language Understanding (NLU / NLP); conversational dialog; knowledge management; targeting; biometric security.

Previously worked in senior roles for Vodafone, Orange, Alcatel-Lucent and start-ups managing accounts and projects up to £20M and departmental budgets to £5M. Well developed understanding of international business culture. Native English speaker with Japanese and French language skills.

CAREER

Digital Engagement Sales Specialist, Nuance Communications, Inc. / May 2017 – Present

Nuance is changing the face of customer service with Artificial Intelligence through Virtual Assistants / Chatbots, Asynchronouus Messaging, Live Chat and Biometrics. 14,000 employees, 70 countries, $2 billion revenue.

Successfully planning and delivering new sales and accounts expansion for Nuance’s digital customer service solutions across UK, Nordics and Middle East. Focusing on enterprise digital customer engagement.

  • Subject matter expert for enterprise virtual assistants and AI / Machine Learning, planning and adapting our positioning and sales strategies for key markets and accounts.
  • Building credible, trusted customer relationships to board / C-level that deliver long-term value and maximise bookings and revenue opportunities.
  • Delivering compelling presentations, demonstrations, and workshops to board / C-level. Experienced in running scoping workshops.
  • Shaping and modelling deal structures, ROI and KPI analysis, performance modelling, RFI / RFP and bid response preparation and presentation.
  • Speaking at industry events.

Technical Account Director, Nuance Communications, Inc. / April 2006 – May 2017

Nuance is changing the way we interact with technology, from Virtual Assistants, speech recognition and natural language understanding to artificial intelligence and biometrics. 14,000 employees, 70 countries, $2 billion revenue.

(From April 2006 to October 2008 I worked for SNAPin Software, a US-based tech start-up, as Technical Account Manager. Nuance Communications acquired SNAPin Software in October 2008).

Successfully enabling new sales and expanding accounts for Nuance solutions. Focusing primarily on enterprise virtual assistants incorporating cognitive computing, artificial intelligence, machine learning, natural language understanding and biometric security.

  • Subject matter expert for enterprise virtual assistants and AI / Machine Learning, planning and adapting our positioning and sales strategies for key accounts.
  • Building credible, trusted customer relationships to board / C-level that deliver long-term value and maximise bookings and revenue opportunities.
  • Delivering compelling presentations, demonstrations, and workshops to board / C-level. Experienced in running scoping workshops. Managed many successful trials and pilots.
  • Shaping and modelling deal structures, ROI and KPI analysis, performance modelling, RFI / RFP and bid response preparation and presentation.
  • Whilst at SNAPin managed an international team of Technical Account Managers in UK, Portugal and India.
  • Managed SNAPin’s first deployment of mobile self-service and integration into enterprise business systems.
  • Key team member (Technical Sales, Account Management) that won a £20M global deal with Vodafone.

Japanese Language and Culture Studies, Kudan Institute / December 2005 – April 2006

Full-time study of Japanese language and culture, gaining basic-intermediate level Japanese language skills and a thorough understanding and appreciation of Japanese social and business culture.

Senior Program Manager, Vodafone Group / September 2002 – December 2005

At the time Vodafone was the worlds largest mobile telecommunications company by revenue, with a significant presence in Europe, the Middle East, Africa, Asia Pacific and the United States through the Company’s subsidiaries, joint ventures and investments, generating £41 billion annual revenue.

Global Program Management of the development and rollout of products such as Blackberry and 3G Datacard into Vodafone networks.

  • Program Management of Vodafone’s first Partner Market product launch, working with EMEA Product, Brand, Marketing, Supply Chain, Legal and Technology teams to define strategy, processes and policy.
  • Supplier / vendor management and Product Management, gathering, analysing, prioritising and communicating requirements and product roadmap.
  • Telematics (M2M) and SIM Product Management, investigating and analysing market and technology trends, building financial models, defining product requirements and managing product roadmap.
  • Defined processes, built relationships and pushed-through the first international business product launch for Vodafone Partner Networks.

Broadband Operations Manager, Alcatel Lucent / December 1998 – September 2002

A leader in telecoms: mobile, fixed, IP and optics, a pioneer in applications and services. Alcatel-Lucent includes Bell Labs, one of the world’s foremost centres of research and innovation. Operations in 130 countries Alcatel-Lucent achieve revenues of €15.3 billion.

Project Management of rollout for three broadband networks for BT and Thus, totalling £30M expenditure over 3 years.

  • Supplier / vendor management of equipment suppliers, performance analysis, contract management.
  • Operations Management, recruitment and management of Alcatel’s specialised Broadband Operations department, leading, coaching and managing performance, defining working practices and structures to maximise effectiveness.
  • Management of a regional office with a budget of £3M (forecasting, budgeting, tracking), reporting to Director-level.
  • Subsequently led the team to win an addition £10M contract.
  • ‘Alcatel Business Enabler Award’ for stabilising a failing project, rebuilding the team and significant contribution to winning a new £10M contract.

Support Group Manager, Orange / August 1995 – December 1998

Orange was one of the UK’s most innovative and successful mobile networks and brands, growing from zero customers in 1994 to almost 28 million customers, 15,000 employees and 700 stores in 2015 through a combination of technical excellence, targeted services and innovative marketing.

Joined Orange as a Network Planning Engineer, when it was a start-up funded by British Aerospace. Promoted to Support Group Manager in 1995.

  • Managed a department of 25 Planning Engineers, Network Survey Teams, and Project Managers.
  • Supported Sales and Marketing with short-term coverage and capacity enhancements at events.
  • Enhanced network coverage through rollout of enhancers and microcells.
  • Awarded the ‘Orange Award’ for project managing critical coverage targets.
  • Reduced departmental costs by 20% and increased productivity whilst simultaneously increasing quality and reducing staff-churn.

EDUCATION

Sponsored Electronics & Communications Engineering (GEC-Plessey Telecoms)

Achievements:

  • GEC-Plessey Award for ‘Best Student’ and voted Student Representative.
  • Captain of Secondary School Athletics Team and Head Student.

PERSONAL

Address: 105 Station Road, Marlow, Buckinghamshire SL7 1NS, United Kingdom

Nationality: British.

Japanese Visa: Full working entitlement (spouse of a Japanese national).

Languages: English (native), Japanese, French (basic).

Fascinated by the combination of technology and design: follow current technology trends and collect and use post-war hi-fi and mid-century furniture. A classic car fan, owning a 1968 Rover P5B Coupe and 1960’s Alfa Romeo coupe, and enjoy kart racing, mountain biking and photography.

 

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