Itiviti, a global technology and service provider, appoints Gavin Welsh as its Executive Vice President, Head of Customer Success. This role is newly created by the firm to reflect and enhance the company’s focus on its customers globally.

On his appointment, Gavin comments, “I am excited to join Itiviti at this point in time where the focus needs to shift from products to people, by creating the Head of Customer Success role, Itiviti shows that the company takes this shift seriously. It is no longer just about selling products and services; it's about becoming a true partner to customers, making sure that investments in our solutions are geared towards their business development and strategic objectives.”

Gavin brings in more than 25 years of rich experience in fintech customer support and relations to Itiviti. Lately, he has served as the Global Head of Client Coverage at Trading Screen. Prior to that, he has served as EMEA DMA Manager at E*TRADE Financial.

In his new role at Itiviti, Gavin will oversee the customer relations as well as the company’s support offering, and further drive and define its customer strategy. He will be reporting to Rob Mackay, CEO of Itiviti.

Gavin is an exceptionally talented addition to our executive team and the perfect choice as Head of Customer Success, his track record speaks for itself

Rob states, “Being a trusted supplier of high-performing financial technology is no longer enough Today's customers want Itiviti to be a partner that combines the best of local in-person support during trading hours with 24 hour support from Itiviti's globally distributed support teams. They need our innovation to support their business and strategic ambitions, but also our guidance and mentorship, where we share our knowledge and help them foresee challenges.”

He adds, “Gavin is an exceptionally talented addition to our executive team and the perfect choice as Head of Customer Success, his track record speaks for itself: the customer support organizations he led rated top in both service quality and case resolution rates. In addition to that, Gavin has shown his strategic and technical skills in creating and implementing best-in-class support tools, not only within the support organization but also for customers.”