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Graham Harman

Customer Success Manager - EMEA

Customer Success at Sumo Logic

London, England, United Kingdom

Section title

Graham Harman's Email Addresses & Phone Numbers

Graham Harman's Work Experience

Splunk

Customer Success Manager - EMEA

April 2015 to Present

London, United Kingdom

Fiserv

Service Delivery Director - Agiliti

October 2014 to March 2015

United Kingdom

TradingScreen

Global Head of Services

June 2010 to September 2013

London, United Kingdom

Graham Harman's Education

Dury Falls Secondary School

General Secondary Education General Secondary Education

1976 to 1981

Graham Harman's Professional Skills Radar Chart

Based on our findings, Graham Harman is ...

Kind
Straightforward
Consistent

What's on Graham Harman's mind?

Based on our findings, Graham Harman is ...

52% Left Brained
48% Right Brained

Graham Harman's Estimated Salary Range

About Graham Harman's Current Company

Splunk

Splunk Inc. (NASDAQ: SPLK) was founded to pursue a disruptive new vision: make machine data accessible, usable and valuable to everyone. Machine data is one of the fastest growing and most valuable parts of big data -- generated by every component of IT infrastructures, applications, mobile devices, website clickstreams, social data, sensors and more. Splunk is the...

Frequently Asked Questions about Graham Harman

What company does Graham Harman work for?

Graham Harman works for Splunk


What is Graham Harman's role at Splunk?

Graham Harman is Customer Success Manager - EMEA


What is Graham Harman's personal email address?

Graham Harman's personal email address is g****[email protected]


What is Graham Harman's business email address?

Graham Harman's business email address is g****[email protected]


What is Graham Harman's Phone Number?

Graham Harman's phone +44 ** **** *538


What industry does Graham Harman work in?

Graham Harman works in the Information Technology and Services industry.


Who are Graham Harman's colleagues?

Graham Harman's colleagues are Miguel Antochiw, Zhong Chen, Carl Salazar, Michael Sautter, Brian Bozzello, Weijia Che, Kelly Hamm, Melissa Lew, Brent Martinez, and Parminder Sahni


About Graham Harman

📖 Summary

A natural leader and results focused professional: With a strategic approach and a proven track record in business analysis and of heading up both IT and non-IT related short & long term projects and multidisciplinary groups, forming a bridge between the wider business and technology, using gravitas, poise and a natural ability to influence others Who influences, operates and negotiates at all levels internally and externally, while delivering results in diverse cultures, in a global, matrix management & multicultural environment using experience gained in EMEA, USA & Asia A global head with broad management experience spanning the financial technology vendor space Extensive financial markets & financial products experience, across multiple asset classes including: buy side & sell side trading environment in electronic securities trading across global fixed income, cash equities, money markets, FX, derivative instrument electronic trading platforms, trading systems & delivery platforms front office trading floor, trading desk position management & market trading financial market data requirements reference data, static data & real-time market data feeds multi-asset, low latency & algorithmic trading applications risk management systems regulatory change front-office, middle office & back office systems capture systems / STP (market making, order routing, trade capture, corporate actions regulatory reporting, post trade & clearing) global banking global investment banking retail banking Securing competitive advantage & business goals while servicing the need of the buy-side, Sell side brokerages & market makers, central banks, private banks & data vendors on time, to specification & under budget A track record of sales, client relationship management & operational management utilising strategic thinking, business plans, problem & case resolution, service transition, structural re-architecture & fiscal management at market leading companies across asset classesCustomer Success Manager - EMEA @ Splunk Inc. (NASDAQ: SPLK) was founded to pursue a disruptive new vision: make machine data accessible, usable and valuable to everyone. Machine data is one of the fastest growing and most valuable parts of big data -- generated by every component of IT infrastructures, applications, mobile devices, website clickstreams, social data, sensors and more. Splunk is the leading software platform for machine data that enables customers to gain real-time Operational Intelligence. Our company's mission is to address the challenges and opportunities of managing massive streams of machine-generated big data. More than three quarters of the Fortune 100 and thousands of enterprises, universities, government agencies and service providers use Splunk software to harness the power of their machine data for application management, IT operations, security, web intelligence, customer and business analytics and more. Splunk helps customers solve problems in ways they could never dream before. With Splunk, all you need is a browser and your imagination. Customer Success Management or "CSM" can best be described in ITIL terms and is the equivelent of the BRM “Business Relationship Manager” A CSM’s primary concern is customer satisfaction, building relationships and driving discussions within the business around the topic of “How are we (Splunk) doing in supporting you (the Client) in delivering your business outcomes and remaining competitive?” The CSM is engaged in a collaborative act of value co-creation with the business / client and is the clients primary point of escalation and communication over the “life time” of the relationship. From April 2015 to Present (9 months) London, United KingdomService Delivery Director - Agiliti @ Agiliti is a SaaS modular retail banking solution launched in July 2014 to allow challenger banks to enter the UK market, or existing UK players to expand, without the delay, risk and prohibitive costs associated with a conventional IT set-up. Joined this “Greenfield” project as a member of the senior leadership team, with responsibility for creating a Client Services division and developing the operational service to clients including: *Establish day-to-day relationships with all clients, 3rd parties, subcontractors and partners to deliver the utility *Recruit a high performing team with a culture of service excellence and continuous improvement *Deliver the contracted services while minimizing/managing operational & commercial risks *Review service provision, based on contractual obligations, to identify areas where service could be improved and/or costs reduced *Participate in the sales cycle activities, drive revenue expansion within existing clients, and contribute to the strategic direction of the business *Ensure any activity outside of the scope of existing contractual arrangements were identified and the necessary commercial terms and conditions were then put in place Achievements include: *Within 10 weeks recruited an upper management team (Ops Manager, Training Manager & Client Delivery Manager) *Developed boiler plate legal agreements for service delivery including SLA’s, Service Description, Release Management & Governance *Developed a customer contact strategy and organizational design that utilizes technology and systems to minimize cost and maximize client service while maintaining PCI / DSS compliance *Developed standard NFR’s and SLA’s for both internal resolver groups and external suppliers *Initiated procurement of client service related technology and systems including ITSM tool, Training tools, Call Management & POE/VOIP Telephony *Initiated the design and construction of a PCI / DSS compliant office space to provide 24x7 onsite support From October 2014 to March 2015 (6 months) United KingdomGlobal Head of Services @ Reported to the CEO with responsibility for creating a Client Services Division by integrating Support, RM's, On-boarding & PMO, STP, QA, Data Content and Client Admin, serving 1000+ clients with revenues of over $55 million pa. Included in “The Trade” magazine 2013 vendor role of honour awards for Client Service Personnel, Reliability & Availability, Ease of Use, New Version Releases & Hedge Fund Clients all of which were directly related to the services groups performance Member of the executive team Implemented Major Production Issue and DR procedures to ensure an uninterrupted global service Established all aspects of the division including: *Personnel deployment and compensation *Creation of short & long term mission statement with milestones and goals *Creation of a multi-channel client communication methodologies *Implemented standard workflows *KPIs, SLAs & KYC *Weekly review of all open cases *Deep dive reviews of MPI / DR cases *System status reviews (prevention rather than cure mentality) Consistently produced exceptional support case resolution rates to maximize productivity & minimize cost Used NPS and service level feedback to measure customer satisfaction Created a web based client support and self-service portal increasing capacity by 30%+ Developed a web based electronic contacts system reducing onboarding times by 50%+ Designed & Installed multi-channel client communication methodologies & applications via Call Routing, IM and Email reducing pickup time by 40%+, resolution time by 25%+ and improved agent assignment by 70%+ New & Incremental growth via product & version upgrades Increased NPS & Service ratings by 20%+ Managed SLA's and overall relationships with brokers, banks, clients & vendors Managed a global “Clients @ Risk” list and spearheaded the actions required Full P&L ownership (budget $5M+) Negotiated and implemented cost savings of $500K+ pa Provided an uninterrupted service during hurricane Sandy & Tohoku Earthquake From June 2010 to September 2013 (3 years 4 months) London, United KingdomSenior Director, Head Of Services - EMEA @ Joined FXall to take responsibility for and develop the Services Group which incorporates Client and Bank Relationship Management, Project Management, Integration/STP and Customer Service groups within the EMEA region for all products via either relationship trading or anonymous trading (ECN) products. By May 2010 the group comprised 20+ employees, servicing 500+ institutions in Banking, Asset and Investment Management, Hedge Fund, Corporate and Central Bank with gross volumes of $40+ billion per day and a revenue stream of in excess of $40 million p.a. General management as a member of senior management team Architected FXall’s Client and Bank Relationship Management strategy in EMEA Financial management via full P&L ownership Sale of additional and new products, version upgrades, incremental growth existing products Consistently produced a growth rate of over 25% Consistently produced exceptional support case resolution rates to maximize productivity and minimize support costs Led the implementation of Major Production Issue and disaster recovery procedures to ensure the maintenance of an uninterrupted global service Established all aspects of client relationship organization including: *Development of NPS and service level feedback systems *Development of lead origination strategies *Creation and implementation of revenue forecasting and product adoption management practices *Selection and implementation of CRM and strategic relationship management systems and associated workflows *Implementation and development of customer service & support and project management workflows Determined personnel deployment and compensation schemes Managing EMEA contract and SLA negotiations & overall relationships with top tier banks, clients and 3rd party distribution partners Negotiated and implemented cost saving measures resulting in savings of in excess of $100K p.a. Full employee management via semi-annual performance appraisals and annual compensation reviews From December 2006 to May 2010 (3 years 6 months) London, United KingdomGlobal Head of Services / Director of Customer Services @ On July 31, 2006, Trema Group was acquired by Wall Street Systems Trema was a leading provider of treasury and asset management software for corporations and financial institutions via two distinct products: Trema Suite: A versatile treasury & asset management suite that supports the widest range of instruments and functions, in a single integrated, yet open and modular system. Trema One: A solution for mid-sized corporate treasuries that is quick to install, easy to use & maintain. Reported directly to the CEO in the early stages of moving from venture capital to equity participation with responsibility for the professional services, education, ASP and customer services groups within Trema. The group accounted for approximately 40% of the company’s employees and around 50% of revenues. Responsibilities included financial management via full P&L ownership, contract negotiation, customer service and support management, system implementation, expansion of usage, software version upgrade support and general management via membership of the five-person executive management team From April 2006 to November 2006 (8 months) London, United KingdomGlobal Head of Services / Director of Customer Services @ On July 31, 2006, Wall Street Systems acquired Trema Group Having sold Trema to Warburg Pincus, responsible for the ASP, Managed Service and Customer Service groups within the new combined organization. The group accounted for revenues of over $25 million, with 60+ employees operating out of 5 offices and servicing 300 banks, corporate and central bank clients. Responsibilities included financial management via full P&L ownership, contract and service level negotiation, customer service and support management, software version upgrade support and general management as a member of the new executive management team Trema (including Alterna from 2004 and Richmond Software from 2005) was known for its sophisticated liquidity and treasury management functionality that supported real-time processing for the world's largest corporations, central banks, and governments. Wall Street Systems was a leader in front-to-back STP and its front, middle and back-office applications for treasury management, foreign exchange, and global back-office systems, especially for the institutional banking sector. The merging of Trema and Wall Street Systems provided a software solution to clients of any size or type. From April 2006 to November 2006 (8 months) London, United KingdomGlobal Business Manager - Customer Service @ Based on an in-depth knowledge of all aspects of the business, managed the strategic development of systems and services for Customer Service to increase productivity, meet both internal and external requirements and maintain Bloomberg’s pole position in the market place Consistently and effectively analyzed market needs on a global basis for a system that handled over 30,000 calls & emails per day. Routinely liaised with CEO, Board & R&D on KPI's, existing procedures and new product development. Created & implemented within 6 weeks of conception a global instant message based customer support service that resulted in a 25% increase in capacity. Designed & developed a bespoke Natural Language Processing solution resulting in an industry leading 20 minute resolution time and a 15% increase in capacity while maintaining a high quality service. Created, monitored & managed Service Level Agreements, Quality Control and User Demographics across the platforms on a global basis. From April 2004 to August 2005 (1 year 5 months) Regional Customer Service & Marketing Manager @ Using previous experience of the region and its markets, created and managed a regional customer service, training and marketing group based on the requirements of internal stakeholders, clients and market feedback Successfully managed a team of over 150 employees, providing support to customers across 24 countries dealing with over 10,000 calls & emails per day. Created a multilingual product training group across Asia Pacific through a proactive, commercially oriented approach to client needs, resulting in 5,000+ blended training experiences every month for prospective & existing clients. Created an infrastructure for recruiting and marketing Bloomberg L.P. to potential employees. Instituted successfully a disaster recovery plan in responding to the SARS endemic in Asia and the New York power outage. Thus ensuring through creativity and motivation continued global customer support without disruption despite limitations of movement & extreme volumes of incoming traffic From January 2002 to April 2004 (2 years 4 months) Tokyo, JapanManaging Director/Country Manager @ Responsible for over 100 employees and a budget of over US$15,000,000 in Australia, New Zealand and surrounding territories across all business units in a matrix management environment from the Sydney office. Responsible for all aspects of the territories business Sales, IT, product development, facilities, legal, public relations, marketing, sponsorships, customer relations and third-party / vendor relationships. Initiated and successfully executed the refurbishment, expansion and upgrading of the Sydney office facilities while under budget by 8% and in line with the new corporate identity. Identified and implemented organizational and administrative changes in the Australian region to ensure corporate standard consistency, thus resulting in effective cost control throughout the region and a reduction in costs exceeding 12%. From December 2000 to January 2002 (1 year 2 months) Sydney, AustraliaAsia Pacific Manager – Transaction Systems @ Tasked with creating and managing a commercially viable presence in Asia Pacific for transactional products, which resulted in generation of a new revenue stream worth over US$30,000,000 within 4 years. Oversaw all aspects of creating and growing the business including market research & analysis, setting strategy, liaising with R&D on product localization and development, recruitment, product marketing, annual budgets & targets, and client relationships as well as encompassing all aspects of people management. As a direct result of entrance into this market the company gained a major market share of the transaction system business with top and mid tier institutions and the origination of over US$7,000,000 revenue per year. From January 1996 to December 2000 (5 years) Tokyo, JapanTeam Leader - Sales and Support @ Sold and installed transaction system platforms to top and mid tier German and Dutch financial institutions. The role included prospecting, creating strategy, analysis of market needs, product development to meet the needs of the market, general product and market knowledge and the ability to provide solutions to customer’s requirements and issues. Led a team whose successful penetration of the German & Dutch markets led to the expansion of business across Europe, North America & Asia Pacific, consistently generating over US$24,000,000 in revenue each year. Sold the concept & created a book building/syndication system which was used for the sale of the 1st and 2nd tranches of KPN. This resulted in the raising of company’s profile, penetrating a new market & over US$6,000,000 of new revenue. Created an Auto-Execution system for fixed income securities in collaboration with a major Dutch institution resulting in ticket flows of US$5,000,000 per day within the first 6 months. From October 1991 to January 1996 (4 years 4 months) London, United KingdomSales and Support Team @ Part of the European Sales and Support team responsible for every aspect of the Bloomberg product from development through sales, to implementation and support and following on into operations and administration. From July 1989 to October 1991 (2 years 4 months) London, United KingdomAssistant Vice President – Fixed Income Processing Support @ Managed 18 employees responsible for the processing and settlement of Primary and Secondary market trades. Processed and settled over $50,000,000 worth of trades executed each day Responsible for the daily reconciliation of all Fixed Income and their derivatives dealing positions the value of which was over US$3,000,000,000. Implemented and integrated the Bloomberg Trading System within the company, resulting in a 22% reduction in processing costs and significant timesavings. From November 1984 to July 1989 (4 years 9 months) London, United KingdomAssistant Manager – Contracts Department @ The contracts department was responsible for the agreement of trades with the London Stock Exchange market makers and the issuance of contract notes to Financial Institutions and Private Investors. From June 1981 to November 1984 (3 years 6 months) London, United KingdomGeneral Secondary Education, General Secondary Education @ Dury Falls Secondary School From 1976 to 1981 Graham Harman is skilled in: CRM, Financial Markets, Market Data, Management, Vendor Management, Risk Management, Electronic Trading, Trading Systems, Fixed Income, Project Management, Strategy, Equities, FX Options, SDLC, Negotiation


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In a nutshell

Graham Harman's Personality Type

Extraversion (E), Sensing (S), Feeling (F), Judging (J)

Average Tenure

2 year(s), 5 month(s)

Graham Harman's Willingness to Change Jobs

Unlikely

Likely

Open to opportunity?

There's 89% chance that Graham Harman is seeking for new opportunities

Graham Harman's Social Media Links

www.splunk... www.splunk...

Graham Harman's Achievements

Vendor Role of Honour Awards

Issued by The Trade · December 2013

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