Victoria joined PKF Smith Cooper Systems over 11 years ago starting as a Trainee Support Consultant. With a background in mathematics, a strong grasp of development processes, and natural problem-solving skills, Victoria progressed through leadership roles to become Client Services Director in 2023. Her vast understanding of Sage, combined with hands-on experience across support, development, and client engagement, makes her a key figure in shaping customer success strategies. Victoria’s role spans multiple departments, where she drives innovation in training, support materials, and client services offerings.
Victoria Riley
Client Services Director
How did your journey with us start?
I joined 10 years ago as a Trainee Support Consultant for my first ‘proper job’. I could be a nepo baby, as both my parents worked for Smith Cooper back in the day! After working on the support desk for a few years, I was promoted to team leader, then manager. With that my role changed loads to become less hands on support for clients and more for my team.
Gradually the company and workload developed, alongside customer complexity and requirements. This shift in demand created a need for a Client Services department. So, I left support (although, I will never leave the support desk), to become Client Services Manager to eventually become Client Services Director.
What is your role and what does your day-to-day look like?
Like all of our departments, my day-to-day is so varied. Currently, my role spans across 4 departments as well as the wider company.
My days could be anything from reconciling accounts to helping with support queries which keeps my foot in the support world and my ear to what customers need. On the other side, I spend time planning new products and processes for development. From left field entirely, I also get involved in organising our company socials.
At the core of my role is a focused approach to customer success. I use real, tangible examples to help shape our training courses, support materials, and the development of our new customer portal plus so much more.
What’s your favourite PKF SCS memory?
Personally, it was getting to go to Twickenham for the Sage FY22 kick off and meet some of the legends of the game, such as Lawrence Dallaglio and Bryan Habana.
Second to that would have to be planning, and successfully pulling off, our 10 year celebrations. A lot of work was put in by various team members and it was one of the best events we’ve done. To have everyone come together, make the effort and have a good time was lovely to see. It made unravelling 30+ tangled balloons worth it!
What are you most excited about in our future?
Generally, I am really excited to see what the next 10 years will bring and what Chris decides to throw at us next. You never know what he’s got up his sleeve.
In the short term, I am looking forward to watching the client services department (one of our newer additions) flourish. The future only holds expansion and growth for this department and it’s going to be great to see it help more with customer evolution. We’re changing and adapting to how customers need to change and adapt.
