Meet the Pathfinders
James Hayward-Zhu, Founder & Lead Pathfinder (Customer Success, Customer Ops)
James founded Pivotal Path: Your Digital Pathfinders as after working in Customer Success Management and Success Operations for many years (and loving every second).
He wanted to find more opportunities to use his expertise to see even more companies overhaul their relationships with their customers - so Pivotal was founded with the idea of getting enterprise success expertise to start ups and growth companies - sharing guidance and advise he wished he’d had back in the early days!
James is an expert in process driven churn reduction, the implementation of Success and Contract Renewal management software, running busy support desks and utilizing process automation to better serve your SaaS customers.
Proof is in the pudding - James has even gone as far as converting companies with churn rates of 25%, into profit making Customer Success Orgs, growing portfolios and turning a profit. More recently James has been helping large scale enterprise Customer Success teams navigate tricky mergers of data and mentalities after a multibillion dollar merger - helping both manage the data structure and also creating useful AI in house assistants to help the CSMs navigate new tools and portfolios.
Chris Barnard, Lead Pathfinder (Apps, Software and Web )
Chris Barnard is our Lead Pathfinder of all things Apps, Software, and Web development.
With over a decade of experience in software development, system architecture, and technical leadership, Chris has worked across industries such as utilities, education, finance and government. His expertise spans .NET Core, Azure DevOps, and Agile methodologies, making him a key player in guiding clients through complex digital transformations.
Ed Fisher, Lead Pathfinder (Technology, Support, Training)
Edward is a pivotal part of Pivotal, our resident tech bod. With a robust history in customer service management and technical support, Ed brings a wealth of knowledge and experience that perfectly aligns with our mission to guide businesses through their digital transformation journeys. Known for his exceptional problem-solving skills and his ability to foster strong relationships, Ed is a guiding force for our clients and team alike when it comes to overcoming training and support hurdles in business.
Yi Hayward-Zhu, Lead Pathfinder (Compliance)
Yi Hayward-Zhu brings a dynamic blend of global mobility expertise and comprehensive immigration knowledge to her role in our digital consultancy firm, catering especially to businesses undergoing digital transformations and needing intricate compliance and data management solutions. Her rich background in international regulatory frameworks and her proactive approach to human resource strategies ensure that our firm stands uniquely positioned to address the challenges of a global workforce amidst the digital revolution.