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Meet the Client Success Team

Get to know the members of the Client Success team better. We've caught up with them to find out a bit more about what they do at GOSS.

Shaun Jennings, 7 March 2022 00:00
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Key to helping GOSS clients understand the possibilities of the GOSS Digital Platform, the team is responsible for ensuring the products and services are used and loved by our clients and their customers.  The team is comprised of David, Adam, Giles, Tim, Donna and Sam. Discover a bit more about each of them below...



David Hadley

Head of Client Success

How long have you been at GOSS?: Seven years. 

What do you enjoy most about being a part of the Client Success Team at GOSS?:  What I enjoy most about the Client Success team is having the challenge of making what we do even better for our clients and finding new ways of making them successful.

Favourite place in the world?: La Vallée des Confins. It's in the French alps just outside La Clusaz.  I have many happy memories from holidays in the area.

What has been your greatest achievement so far at GOSS?: Seeing the first process I worked on with a client go live and knowing it was making theirs and their citizens' lives better.

What's the best thing about working at GOSS?: Being able to make a difference. The company is always open to new ideas and approaches.

Favourite motto/quote: Believe you can change the world.




Adam Easterbrook

Product Owner

How long have you been at GOSS?: I started with GOSS in July 2020, a bit strange starting a new job during national lockdown but everyone was friendly and I settled in really quickly.

What do you enjoy most about being a part of the Client Success team at GOSS?: In my role as Product Owner I need to understand our clients' needs and wants for our products. Being in the Client Success Team enables me to work with colleagues who are focusing on the same goal - having clients who not only understand our products but are able to make the most out of it. Working in a team with a variety of skills gives me the opportunity to learn more about GOSS and our clients' goals.

What's the best thing about working at GOSS?: Positive attitude of the company, and that I enjoy my job and it is clear that my colleagues do too.

What is your guilty pleasure?: Doritos and Dips. I can demolish a large packet in no time at all.

Favourite motto/quote?: "It's unlucky to be superstitious".

What has been your greatest achievement so far at GOSS?: Since joining GOSS, I've had the chance to work in two different teams. First, I was Head of Training in the Training team, and now I'm part of the Product team as a Product Owner. In both roles, I've championed process improvements that have improved how we work. When I was with the Training team, I took the lead in revamping how we manage and deliver training. It turned out to be a big success, making our processes smoother and our training sessions more effective.

Now, as a Product Owner, I've teamed up with developers and QA folks to introduce sprinting. This change has been crucial, helping us concentrate our efforts, release updates frequently in smaller chunks, and strengthen our ability to adapt to changing needs. My favourite achievements at GOSS have revolved around continually seeking improvements and pushing for progress.




Tim Gulliver-Haynes

Documentation Manager 

How long have you been at GOSS?: Just over 11 years.

What do you enjoy most about being a part of the Client Success team at GOSS?: With documentation I get to be involved in everything. I see brand new features as they are being built, get to play with new releases before anyone else, and also set out on Indiana Jones style archaeological explorations of some of our legacy products.

What has been your greatest achievement so far at GOSS?: That's really tough, because I've worked in the Support Team, as Technical Author, briefly as Product Manager and now Documentation Manager there's been so much. I suppose it's creating and being responsible for everything on the docs site.

Favourite motto/quote?: I could recite most of the scripts for almost every episode of Ab Fab so this is hard. I suppose it's one from Eddie - "I don't want more choice, I just want nicer things!" which I've always thought is a pretty good approach to product design.

What's the best thing about working at GOSS?: Everyone always says the people, so I'm going to say the responsibility. It's so nice to be trusted to get a job done and being able to use your own judgement and experience in your work. Oh, and the people are OK too.

What three items would you take with you to a deserted island?: Assuming I already get the Complete Works of Shakespeare, the Bible and my eight favourite songs, my other three would be the whole of Bordeaux (including the entire contents of Cite du Vin and wine school), my Le Creuset pots and pans (I'm counting that as one set), and my band (so that's four of us plus equipment - mainly to help drink all the wine).




Giles King 

Business and Systems Analyst

How long have you been at GOSS?: Two years. 

What has been your greatest achievement so far at GOSS?: The analysis work at the FSA has been really eye opening to the whole development and project management lifecycle. I've found it very gratifying to provide clear, but not prescriptive client requirements and see it come to life.

What do you enjoy most about being a part of the Client Success Team at GOSS?:  Customer Success has a new and exploratory position within GOSS, and that's my favourite place to be in a company.

Favourite motto/quote?: "If there is no struggle, there is no progress." - Frederick Douglass.

Favourite place in the world?: Iceland. but I'm hoping a trip to Japan will change that.

What's the best thing about working at GOSS?: The people and the attitude that is shared across GOSS is collaborative, supportive and competent. Everyone trusts one another to do a good job. I don't see any micro management, power struggles or "company heroes". From my perspective I see people getting on with their work to the best of their abilities, reviewing for feedback, and the sharing of best practices. From my experience an organisation that documents and shares knowledge readily is one that's likely to encounter less bottlenecks and problems.

Top 3 things in your bucket list?: 

  • Earn a black belt in kickboxing
  • Go to Japan
  • Pay off my mortgage by 50 (if I live that long!)




Donna Lawrie

Systems and Business Analyst

How long have you been at GOSS?: Since March 2023. 

What do you do at GOSS?: I'm a systems and business analyst within the Client Success team.

What are you looking most forward to doing at GOSS?: Working with the wider GOSS team and clients on helping to deliver some amazing projects.

What's the best thing about working at GOSS?: Most definitely the people and culture, it makes a massive difference to your working day to be working with such supportive colleagues.  Additionally, everyone's opinion and individuality are valued and taken into consideration, you are actively encouraged to participate regardless of your length of service.

If you could become any animal, which animal would it be?: A dog, What's not to love about a life of napping, eating and unlimited time to have fun?!

Favourite motto/quote?: Keep smiling, life is a beautiful thing and there is so much to smile about.

Favourite place in the world?: It must be New York.  After graduating university, I was lucky enough to get a place on the Mountbatten Internship Programme.  This saw me spending thirteen months working for Citi Bank in New York.  It was a second to none experience with some amazing memories.



Sam Chun

Sam Chun

Client Success Manager

How long have you been at GOSS?: Since March 2023. 

What do you do at GOSS?: I am a Client Success Manager.

What are you looking most forward to doing at GOSS?: Helping clients and keeping them happy plus expanding my knowledge.

What is the best thing about working at GOSS?: The people & atmosphere, everyone has been so friendly and welcoming.

What is your guilty pleasure?: Sewing outrageous outfits that I'll never wear out of the house!

What's your go-to karaoke song?: Britney Spears - Toxic.

Favourite place in the world?: Iceland, although I'm yet to see the northern lights. 

Last modified: 17 April 2024 14:25