The Orlo Way
Customer Success Team
Richard Shilton
Head of Customer Success
Sector Specialism: Cross Sector
Rich has over 15 years of experience in running and managing social networks and teams, contact centres and live chat functions. Having worked in B2B and B2C businesses, both from a strategic and operational perspective, Rich has helped businesses use end to end customer journey planning, and tools, for maximum exposure and now finds himself as Head of Customer Success at Orlo.
Sophie Kelly
Senior Customer Success Manager
Sector Specialism: Emergency Services
Sophie is Orlo’s Customer Success Manager for Emergency Services. She has previously worked across both the public and private sectors creating and implementing social media strategies in contact centres and control rooms and this work is continued today as she assists Blue Light services with their strategies and training for Social Media deployment. Sophie is passionate about delivering seamless onboarding, training and support to teams and works closely with industry bodies to make sure her work is effective and accurate.
Rosie Knight
Senior Customer Success Manager
Sector Specialism: Housing, Charities and Retail
Rosie has 8 years of experience in the world of digital marketing and social media in both B2B and B2C. Rosie is passionate about automating the tedious and using data to drive change and deliver on KPIs. It’s Rosie’s goal to make sure all of her clients understand the power of social and how Orlo can be the driver of change.
Sarah Bate
Senior Customer Success Manager
Sector Specialism: Transport and Healthcare
Sarah has over 8 years of experience in the world of social media, previously working in both B2B and B2C businesses. Sarah has worked on various award-winning campaigns and social strategies throughout her time in the industry and is now passionate about ensuring her customers are also achieving their social media goals.
Jordan Smith
Senior Customer Success Manager
Sector Specialism: Education and Central Government
With over 6 years of experience managing clients across multiple social media management platforms, Jordan’s customer-first approach means that he is passionate about helping customers meet both their personal and organisational goals.
Becky Price
Customer Success Manager
Sector Specialism: Local Government
Becky is passionate about understanding clients’ needs and challenges, backed by her degree in Psychology. She enjoys using her data analysis skills to ensure customers utilise Orlo in the most effective way to achieve their social goals.
Liadan McCann
Customer Success Manager
Sector Specialism: Local Government
With a degree in psychology and a background in fostering – Liadan is passionate about understanding the needs and challenges of the Orlo customers she looks after, helping them excel in their social media strategies and delight their audiences.
Melanie Wright
Customer Success Manager
Sector Specialism: Local Government
Mel is committed to ensuring Orlo customers always feel heard and valued, with several years of experience in customer support, the most recent being in the public sector. She has previously worked as a teacher, so can communicate effectively no matter the problem (plus, she’s prepared for anything!) She is passionate about fostering genuine relationships with everyone in our Orlo Community.
Nikki Powell
Senior Customer Support Specialist
Nikki proudly flies the kite for our users here at Orlo. With 8 years of experience working in the world of SaaS tech and support, Nikki is passionate about helping customers in the use of software applications, providing end-users with the confidence and know-how to get the most out of the products they use. She will seek out the answers no matter how complex or unexpected the questions.
Charlie Brook
Customer Support Specialist
10 years in hospitality management has put customer satisfaction at the top of Charlie’s agenda. Creating positive rapport with customers is his number one goal – ensuring customers’ queries get solved as swiftly and efficiently as possible. Combining his work experience with his keen interest in tech provides Charlie with a great knowledge base and a friendly face to chat to.
