Embed announces new appointments for global transformation

October 23, 2023

Amusement and entertainment technology leader Embed has announced new global leadership appointments and team expansion team in the run-up to IAAPA Expo Orlando, where it will launch exciting industry-firsts, led by this team.

Renee Welsh, Chief Executive of the Singapore-based cashless solutions provider, explained “we are proud to reveal the Embed Mavericks who will champion customer success across our global operations.

“They are committed to further strengthening Embed’s customer-centric approach, developing transformative programs that drive our customers’ growth velocity. These programs will be announced and featured at IAAPA Expo Orlando.”

Former Chief Management Consultant Kash Ahmad is now the Global Head of Sales while, in addition to his Chief Experience Officer role, Michael Lopez is now Embed’s General Manager of the North America and South America region.

Both will be based in Embed’s Dallas, Texas, USA office.

Also moving to Embed’s Dallas office, existing Chief Marketing Officer Sara Paz takes on the role of Transformation Guru - leading a dedicated team of consultants, champions, and trainers - a mix of growth strategists, SaaS experts and payment specialists.

Paz explains “this Transformation Growth Team is a demonstration of Embed’s unwavering commitment to future-proofing our customers’ businesses.

“They will bring their individual expertise to help customers maximise their Embed system to drive transformative growth.”

The team:

• Jeremy Dickamore, Embed’s Payment Gateway Guru, comes in with almost a decade of experience in the payments industry. He was the former Senior Strategic Partner Manager for Global Payments Integrated (GPI) and was named Best Partner in 2022 from a billion-dollar partnership he managed. He has worked with Embed for years and now joins the organisation to help the Embed family of customers understand payments, assess how much they’re presently losing due to payment processing fees, and help them find the best processing value to save time and money.

• Austen Ward, SaaS Success Whisperer, spent over a decade in the SaaS industry, technology and beyond in customer success management and business development roles. She now acts as a trusted partner, consultant, and advocate of the Embed family of customers to drive transformative business growth by maximising their Embed solution, experiencing an increase in profitability with lower manpower costs.

• Jed Hazlett, Success Ambassador, has over 15 years of experience in helping businesses - from small to Fortune 1000 companies - select, implement, and optimise software and data solutions. He will focus on helping Embed customers drive revenue and growth with improved operational efficiency with Embed’s SaaS solutions.

• Keelan Power, the Training Titan, has almost a decade’s worth of experience holding managerial positions across various industries, including family entertainment. He will empower Embed customers to maximise their Embed solutions through a tailored 1:1 training program and enable Embed customers to drive the uptake of their solutions to grow and scale their business.

• Gareth Grandt, Field Force Manager, brings his 20 years of experience with Apple in training implementation and support roles as Training Program Manager of a global facilitation program. He will helm Embed’s new Field Force program.

• Joshua Chappell, Field Force Trainer, was a former Customer Success Training Manager at Microsoft, with his strategic initiatives resulting in a 17% increase in customer satisfaction and a 14% decrease in customer churn rate across a portfolio of 50+ enterprise-level accounts - winning himself the Microsoft MVP award for 4 consecutive years. Along with Grandt, Chappell has worked on developing an exciting program that will be announced at IAAPA.

• Megan Lim, eCommerce Director.
Embed customers have seen some exciting developments happening on the Embed eSHOP and they can thank Megan Lim, Embed’s new eCommerce Director, also part of the Transformation Growth Team. Since joining Embed in June 2023, Lim has been focused on accelerating speed of service, purchase, and replacement of hardware parts and accessories anytime, anywhere.

Lim’s experience starting and managing various online and offline companies makes her the force to take the Embed eSHOP to new heights, doubling product range, starting 24/7 support, adding the chat function and 1Click Payment Link.

IAAPA Expo 2023
As Embed steps into the Membership Economy, where customers are more than just partners and friends, but are members of a collective of fellow trailblazers known as the Embed Family, the solutions provider is gearing up for IAAPA Expo 2023 with exciting additions to its roster of breakthrough innovations and more:

Welsh noted “the Embed family can expect a life-changing game-changer at the show - the answer to a lack of a structured and consistent customer success activity in the industry.

“The booth itself is another ‘big’ surprise! And we simply can’t wait for the Embed Family to experience it.”

Embed’s new booth is another step towards transitioning from traditional to digital to set the standard for sustainable practices among exhibitors.

Kathleen Goy, Global Head of Events and Marketing Chief of Staff, notes “we are going digital for our brochures and collaterals to minimise our carbon footprint, all content is accessible via QR code, as well as making the booth modular - giving us the flexibility to switch booth size, scale and designs without wasting resources.

“We will also recognise the stars skyrocketing the FEC industry into the future - Embed’s first-ever Top 100 FECs list.”

The Embed team will be on Booth 1040 at IAAPA Expo Orlando from 14th to 17th November at the Orange County Convention Center, Orlando, Florida, USA.

Images (top, from left): Michael Lopez, Chief Experience Officer and General Manager - North America and South America; Sara Paz, Chief Marketing Officer and Transformation lead; and Kash Ahmad, Global Head of Sales and the Transformation Growth Team (below, from left): Jeremy Dickamore, Austen Ward, Jed Hazlett, Keelan Power, Gareth Grandt and Joshua Chappell.

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