Ben Bird

15 Years of Strategic Growth: Leveraging a 15-year tenure with idibu to lead the evolution of the Whitelabel function, transforming it from a support-focused area into a high-growth, independent commercial channel. International Channel Ownership: Independently lead the full sales lifecycle for Whitelabel partnerships across all global markets (Excluding ANZ), delivering six-figure revenue growth in 2025 and establishing multiple new strategic accounts. Technical Service Excellence: Manage a dedicated, API-focused helpdesk, providing high-level technical support that consistently maintains a 98.2% partner satisfaction rating while adhering to strict SLAs. 360° Partner Lifecycle: Responsible for the entire partner journey, from initial discovery and complex contract negotiation to technical scoping, onboarding, and long-term adoption. Strategic Solution Design: Transitioned the Whitelabel function into a proactive business architecture model, including the design of bespoke reseller frameworks to drive partner scalability. Product & Technical Innovation: Directly influence the product roadmap by surfacing systemic API gaps and implementing advanced automation workflows to enhance partner self-sufficiency.

Strategic Growth Leadership: Following its acquisition, spearheaded the commercial and operational growth of a web hosting provider serving a diverse portfolio of 130+ Spanish SMEs. Technical Infrastructure Management: Directed the delivery of high-availability hosting solutions, including cPanel, Reseller, and Windows hosting, alongside VPS management and domain registrations. Operational Optimization: Architected and implemented automated ticketing procedures and streamlined support workflows, resulting in a significantly improved response time with a majority of queries resolved within 60 minutes. Full-Stack Implementation: Personally led the end-to-end design, build, and implementation of the company website, integrating WHMCS to automate billing, new business acquisition, and technical support. Bilingual Service Delivery: Distinguished the brand in a competitive market by providing bilingual (English/Spanish) technical support, prioritizing a personalized and highly efficient client experience. Brand Repositioning: Successfully transformed the brand identity into a customer-centric industry leader, achieving exceptional client retention rates through a focus on technical reliability and cost-effective solution design.

CX Strategy Lead: Led the Support and Integrations function, establishing the daily operational workflows required to meet and maintain company SLAs from the ground up. Performance Reporting: Managed all data analysis for the department, providing stakeholders with clear visibility into ticket trends, resolution speeds, and customer satisfaction (CSAT) metrics. Hands-on Technical Support: Acted as a senior point of contact for complex customer inquiries across email, phone, and chat, ensuring high-quality first-line service delivery. Escalation & Cross-Team Collaboration: Managed technical escalations by bridging the gap between customers and internal engineering teams to ensure prompt bug resolution and product fixes. Knowledge Base Development: Authored and maintained the customer-facing documentation and internal knowledge base, focusing on improving user self-service and reducing repeat support volume.

Key Account Management: Directly managed the company’s top 30 revenue-generating accounts, maintaining a 100% retention rate through proactive relationship management and value delivery. Strategic Partnership Sales: Led incoming partner inquiries, identifying and securing new business opportunities within a high-growth sector of the company. Commercial Growth & Renewals: Owned the full renewal cycle for key clients, ensuring long-term contract stability and consistent revenue protection. Technical Demonstrations: Conducted high-impact onsite and virtual product demonstrations for major prospects and strategic partners to drive business development. Training & Enablement: Facilitated comprehensive user training sessions for diverse audiences, ranging from small stakeholder groups to large-scale organization-wide rollouts.

High-Volume Portfolio Management: Managed a diverse portfolio of over 120 client accounts within a fast-paced team environment, ensuring consistent service delivery and long-term success. Proactive Engagement: Facilitated quarterly account reviews—delivered both onsite and via webinar—to identify optimization opportunities and maintain high levels of client communication. Revenue Growth & Negotiation: Successfully negotiated new contracts and consistently identified upsell opportunities to expand account value and drive company revenue. Solution-Oriented Consulting: Developed and proposed realistic solutions to address specific client pain points, moving beyond standard support to act as a trusted advisor. Relationship & Retention Focus: Built enduring client relationships that resulted in strong retention rates and a deep understanding of customer lifecycle management.

Responsible for creating, taping and editing news pieces and public service and commercial announcements for the club's in-house television station

Cutting live slo-mo replays using EVS for broadcast and matchday stadium playback