May 2021 – Sep 2022 · 1 yr 4 mos

May 2020 – May 2021 · 1 yr

Jul 2017 – May 2020 · 2 yrs 10 mos

Sep 2019 – May 2020 · 8 mos

• This role involves creating standard processes for the sales team from creation of leads through to the sign off of a sale. This involves working closely with our sales team to document their processes and to share knowledge throughout the team.
• I also report on key numbers using data in our CRM to monitor trends, KPIs, successes and learning points.
• I am also focusing on improving communications within the sales team and with other teams to ensure the customer experience is clear and structured.

May 2019 – May 2020 · 1 yr

• As Senior Customer Success Account Manager I am the primary post-sales customer contact manager for all customer accounts at Xactium, working with customers to ensure successful customer adoption of Xactium products and taking full ownership of the accounts post-implementation.
• I am also responsible for managing the Customer Success Account Management team to successfully adopt relationships with their customers. Measuring the teams success through regular meetings and individual reviews against targets and objectives.

Jul 2017 – Apr 2019 · 1 yr 9 mos

• Xactium is a cloud based Risk Management software vendor that is changing the way that regulated organisations regard and manage their risk. Our flexible and collaborative platform ensures that organisations such the FCA, Direct Line Group, JLT and Homeserve can stay up to date and respond rapidly to both business and regulatory change.
• Our advanced reporting capability provides a centralised, real-time view of all your risks, controls, actions and incidents. Flexible analytics and workflow tools enable timely and accurate information for decision making and rapid response to escalating issues and risks.
• As Customer Success Account Manager I am one of the main contacts for our clients with regards to any of the services they receive from Xactium. This includes regular meetings to ensure our clients are happy with the products and services they use, to take part in discussions of any requirements they may have and to review any potential updates or news from Xactium. As well as face to face meetings I am a point of contact in the office either over the phone or through email correspondence to help communications with the team as a whole.
• I run regular training sessions either face to face or online on how to successfully use our cloud based modules.

Dec 2016 – Jul 2017 · 7 mos

• Added Value Solutions Ltd is the Head Office and trading name of AVN.
• AVN is an association of accountants working to make the UK's owner managed businesses the most successful and enjoyable to run in the world.
• All over the UK, hundreds of accountants are using AVN resources, tools and support to help themselves and their clients become more successful, more profitable and enjoy what they do much, much more.
• In my final role at AVN I focused on working with AVN members to help the grow their practices. Providing support over the phone, on online platforms and in live in house training. Covering aspects including marketing, pricing, getting and converting prospects and many more key areas.

Jan 2014 – Nov 2016 · 2 yrs 10 mos

• In this role I focused on the development and updating of resources, training and systems for our members.
• I developed and ran various training programmes. These were one to one or group based training either in person or via webinar. I have also developed interactive training programmes using Adobe connect and Adobe Captivate.
• I recorded and updated training videos using Camtasia software.
• In order to gain feedback on our products and training I used survey monkey and mailchimp to create online surveys and mailing lists.
• I have developed resources and handouts to strengthen the training programmes.
• I was also still a point of contact for our members to contact for any help or guidance with our products and ideas.

Oct 2007 – Dec 2013 · 6 yrs 2 mos

• As a client manager I was responsible for the support of 60 – 80 member firms. I was there to provide training, support and guidance of the AVN tools and resources. This support is all through proactive contact with members.
• I also provided reactive support to the whole membership over the phone and through email.
• I was one of the trainers at AVN providing online and live in-house training on our products and resources to members.
• I tested any of the software products we launch and created training videos and programmes for them.

Sep 2006 – Sep 2007 · 1 yr · Greater Sheffield Area

• HBOS was formed by the 2001 merger of Halifax plc and the Bank of Scotland.The formation of HBOS was heralded as creating a fifth force in British banking as it created a company of comparable size and stature to the established Big Four UK retail banks. It was also the UK's largest mortgage lender.
• I helped clients over the phone with any queries on existing mortgages. This included explanation of any correspondence sent out regarding the mortgage e.g. interest rate changes, explaining payment holidays, discussing payment methods, looking at interest only options and also dealing with relatives on behalf of clients. I also had to make sure clients were transferred to correct departments following strict transfer guidelines. I dealt with many difficult calls with bereaved relatives in a professional and caring way.