1. Could you introduce yourself and share a little about your background before joining DRAMS?
For around 15 years, I’ve been working in customer facing roles and supporting tech. This has included being a team lead in call centre operations, recruiting, onboarding & coaching team members, followed by a gear switch to on the ground discovery for a start-up software company, helping to figure out exactly how the tech could be used in a healthcare space! Within the healthcare tech company, I grew as the company did and ended up expanding out the Implementation and Change side of the business, ultimately focusing on the discovery, requirements and configuration side of the projects, supporting customers through to go live & handover to BAU.
2. What drew you to the role of Implementation Consultant at DRAMS?
From a personal point of view, I was really keen to test out and expand my existing skillset for implementation/project work in a new industry. I was suffering a little from imposter syndrome and wondered if things that I’d learned were specific to my previous company/industry. So the opportunity to work with an established team in a completely different space and use those skills with a different set of customers was exciting. I also really liked the point DRAMS was at with the product and the move to DRAMS 5 – supporting an industry with such a rich history but moving to a more modernised solution – it’s a really cool milestone to be a part of.
3. What would you say a typical day as an Implementation Consultant looks like?
I’ve always found Implementation to be one of those roles where it’s very rare that 2 days in a row look the same!
However, depending on where we are within projects, we will work on a mixture of:
• working on client change requests (reviewing request, gathering requirements etc)
• holding customer meetings for project check ins or touch points
• customer process review/discovery sessions
• writing documentation
• configuration & testing on customer servers
• conducting training sessions
• supporting user acceptance testing
• pre-sales demonstrations for existing or new customer opportunities
Oh and definitely some learning and research thrown in there too!
4. What excites you most about working in system implementations, particularly in the whisky and spirits industry?
Firstly, I loved the tie to Scotland. Although we work with awesome customers in other territories, it was exciting to me that there is such a large proportion of our customer base in Scotland, and such a wonderful history in whisky production and processes here. As well as this, the sheer depth of the product was impressive. It was clear the company had worked closely with customers over the years to ensure that the product operates as a staple part of daily operations within the distilleries. I have to admit, getting to see behind the scenes on site visits was also a bonus!
5. When you think about a successful implementation, what does that look like — and how does it translate into value for our customers?
For me, a successful implementation is ultimately where the customer is left with a system/product that works well for them, that compliments & improves their original processes, and where they feel we have worked with and supported them effectively. Implementations like this give customers confidence in the system they’re working with, support adoption across teams at a customer site, and meaningful benefits (such as transparency, efficiencies, traceability, etc) can be recognised as soon as possible. During implementations we’re of course striving to maintain timelines, prevent scope creep, etc, but if delays or issues are well handled then an implementation can still be successful, leave customers with a positive experience, and still feeling engaged in the project.
6. Now that you’ve been at DRAMS for nearly a year, what has been your impression of DRAMS — the team, culture, and the way we work?
Defined teams but lots of willing cross collaboration was something that stood out for me when joining DRAMS. There are members of the company with incredible knowledge about the product, our customers and/or the industry, and they are always willing to spend time sharing that knowledge to support the current projects and workstreams. It made for a very welcoming onboarding period and made me feel part of the team quickly. It’s clear that DRAMS are passionate about providing a great product and service, and everyone is working towards that each day.
7. What’s a key goal or milestone you’re hoping to achieve over your first full year as an Implementation Consultant?
Within my first year, I’m looking forward to completing an end to end deployment for customers in both DRAMS 4 and DRAMS 5 as the lead. That will be a really key step in my journey with DRAMS and offer valuable insights as I work with more and more customers. I also think that the opportunity to deliver one of the first DRAMS 5 migrations is incredible, as it will allow me to be part of the direct feedback loop that influences how the product moves forward, and gather meaningful experience to help drive future migrations.
8. In your view, what makes DRAMS a strong partner for distilleries?
For me, DRAMS stands out because of it’s drive for providing innovative solutions into a long standing industry, but with a customer focussed mindset. The products are very clever and they offer more modern software solutions into the spirits industry, but they’re underpinned by industry knowledge and a respect for the processes. Ultimately, DRAMS works with customers whether it’s in the creation of new products, enhancing existing products, or keeping up with industry progressions.
9. And finally, when you’re not working, how do you like to spend your time?
Live music is one of my favourite things to do – from big stadium shows to local pub bands – so I tend to have a few of those dotted throughout the year (I think I’m at 6 larger gigs already booked in for 2026 and it would have been higher if it wasn’t also my wedding year!). Other than that, my time is also spent wedding planning, incrementally updating our house for our 3 growing boys (my fiancé has 3 sons from a previous relationship and they are growing up so quickly!), or in the candle aisle of TK Maxx! The area I live in has some amazing routes for walking and exploring, so in the months with longer daylight hours, my friends and I will often be found picking a trail and heading off for an adventure!
