Behind every solution we deliver at SVL is a team of talented, passionate people who make it possible.
This year, we’re proud to recognise a number of team members celebrating milestone anniversaries – a reflection of their incredible dedication and the supportive, collaborative culture we’ve built together at SVL.
In this edition of our anniversary blogs, we’re shining a spotlight on Silvia Frame, who is marking 10 years with SVL. As our Lead Technical Account Manager, Silvia has played a key role in evolving our customer support, championing personalised service and building strong, trusted relationships with clients.
We spoke to Silvia about how her journey began, how her role has changed, and what she’s learned along the way.
What first brought you to SVL?
I studied Italian and French at university, and started my career using those skills in customer-facing roles at international tech companies. I spent years working with customers in France and Italy, building up account management experience alongside my language work.
When I joined SVL, I was looking for a part-time role closer to home – I had three young children, so balance was really important. A service desk position came up at SVL and it felt like a great fit.
At the time, I thought I’d only stay for a year or two, but I quickly realised there was room for my role to grow. I was able to bring my previous experience into my role, and SVL gave me the chance to shape a new career path.
I moved from the service desk into a new Client Services Coordinator role, and then progressed to become a Technical Account Manager. Now, I’m proud to lead that growing department.
How has your role evolved over the years?
When I started, there wasn’t a Client Services department in place. The role I moved into was brand new, and that gave me a lot of room to shape how it would develop with the business’ needs. Now, we have a dedicated Technical Account Management (TAM) function and it’s not just me on the team!
What’s been great is that I’ve been able to shape the direction of that role, developing a more personalised, customer-centric approach to support. We work closely with a small number of clients, really getting to know their systems and needs and acting as a dedicated point of contact.
I’ve always been strong on service management, communication and customer relationships. I work closely with our engineering team to ensure clients get the best of both worlds – technical expertise and personal support.
What have you enjoyed most about your time at SVL?
Definitely the people. SVL really does feel like a family – that’s what kept me here beyond those first few years. Everyone supports each other and I couldn’t do my role without the amazing support from the wider team.
I’ve built real friendships here. That sense of community matters so much. Even if I ever did move on (which I’m not planning to!), those relationships would stay with me.
And of course, the local connection means a lot to me too. We’re based in East Kilbride, just outside Glasgow, and I live five minutes away. It’s amazing to find a company with such strong roots in the community that also offers opportunities to grow professionally.
How has the industry changed since you started?
Massively! When I joined, we were mainly supporting on-premise solutions. Since then, we’ve seen a big shift toward cloud technologies, especially with the rise of NICE CXone.
Support has evolved too. We’ve moved away from a generalised service desk model towards more dedicated, relationship-led support. Customers benefit from having a single point of contact – someone who knows their setup and can offer strategic guidance as well as troubleshooting.
As the industry has matured, our vendor partnerships have become stronger too. We’re now a NICE Platinum Partner, which is a big achievement and a testament to how closely we work with them to deliver value to our customers.
There’s also been a real shift in the demographics of the workplace, both within SVL and the wider industry. When I first joined the services and support side of SVL, it was very male-dominated. Over the years, more women have joined the business across all functions, and it’s amazing to see that in a traditionally “male” industry. At SVL, we even have our own women’s night out now, which shows just how far we’ve come!
What’s the biggest lesson you’ve learned?
It’s all about relationships. To really support your customers, you need to understand their world. That means listening, asking questions, and recognising that even if a problem doesn’t sit directly with us, we can still help solve it.
Working as a TAM has shown me how important it is to see the bigger picture. It’s not about logging a ticket and moving on – it’s about understanding how that issue affects the business, and what we can do to make things better.
Ultimately, I see my role as working with customers, not for them. It’s a partnership, and that mindset makes all the difference.
Are there any standout moments from the past 10 years?
The progression of my role has definitely been a highlight. Moving from the service desk to leading a new department has been such a rewarding journey.
Developing the Client Services Coordinator role, then transitioning into Technical Account Management, and now leading the TAM function, each of those steps has been a proud moment. It’s been amazing to watch the department grow into something that genuinely adds value for our customers.
What’s next for you?
I’m really excited to keep growing our Technical Account Management department. Right now, we support under 10 CXone customers with TAM services, but that’s set to grow.
As more businesses move to cloud-based platforms like CXone, the need for personalised, strategic support is only going to increase. I’m looking forward to shaping that journey, expanding the TAM team, and continuing to deliver a support experience that’s built on trust, understanding, and partnership.
It’s been a brilliant 10 years – and I can’t wait to see what’s next.
