Unit4 has announced the appointment of Michelle MacCarthy as global head of customer success to help support its journey to transform the customer experience.
MacCarthy’s appointment follows an 18-month evolution of Unit4’s customer care and experience, with the company investing in its customer care ecosystem, Community4U, back in November 2019 – a self-service platform with peer-to-peer forums and opportunities for customers and partners to learn from each other.
Prior to joining Unit4, MacCarthy was VP of global customer success at Flexera, where she helped establish the customer success function. As a proven leader in customer success as well as traditional, digital and omnichannel marketing, she understands the importance of a well-architected customer lifecycle journey.
Speaking to ERP Today about her new role, MacCarthy said: “I am incredibly excited to have joined Unit4 and about the work we are doing to turn our customer-centric mindset into a transformational experience for our customers. I’ve been impressed with Unit4’s commitment and passion to ensure excellence in every customer interaction. For me customer success is driven by how our customers experience Unit4 – by taking a holistic view from end to end with meaningful outcomes for their business. We all win together if we listen and take accountability, go the extra mile and put our customers first.
“Our partnership with our customers centres on understanding their business, their challenges and supporting them each step of the way. To help deliver on our promise, we’ve expanded our customer success team. We’ve also implemented a voice of the customer programme which validates our customers’ voice, putting it front and centre.”