Aug 2023 – Mar 2025 · 1 yr 7 mos · Hybrid

• Reporting to the Head of Account Management, I take responsibility for a portfolio of Enterprise Customers, leading on all commercial aspects and working with our Customer Success Managers to deliver against the customers agreed outcomes. I work with my clients to ensure a successful renewal and effectively identify growth opportunities, whilst working with external partners and internal stakeholders to remove barriers and find solutions for clients.
• Consistently delivering to target Net Revenue Retention, Logo Retention and Growth of Accounts including Closed new revenue and Pipeline generated.
• Manage all commercial aspects of existing customer relationships, including independent renewal negotiations, identifying and mitigating risk in your portfolio and self-sourcing growth opportunities
• Work alongside our customer success team to deliver best in class customer experience, grow accounts and mitigate risk
• Match new product-line upsell opportunities to your customer base and manage meaningful outreach to secure new revenue streams
• Create, execute and maintain account plans to ensure key customers in your portfolio receive a more strategic approach
• Multithreading existing and new stakeholders to understand ROI and success measures across your customer base
• Forecasting and delivering against core metrics to ensure results for yourself and the business
• Gather information and insights to provide feedback for the rest of the business (product teams, marketing etc)

Jun 2023 – Aug 2023 · 2 mos

• Working with a SAAS start up business. Creating sales and customer success strategy on the following:
• 360 Sales cycle
• Onboarding and Implementation
• Training
• Adoption and Engagement
• Account Management
• Retentions and Renewals
• Creating playbooks and training material for internal use.
• Generating leads
• Market Research
• Discovery Calls

Feb 2023 – May 2023 · 3 mos · Redundancy* · Remote

• JoinedUp by Beeline's SAAS platform helps businesses reduce the stress when managing shift workers. Particularly at high-volume. The platform is built specifically for the dynamic world of shift-based staffing. Responsible for bringing on new business for EMEA, 360 sales cycle.

Jan 2022 – Dec 2022 · 11 mos · Remote

• Distributed allows companies to deliver digital outcomes faster, and to a higher standard than any comparable product through the use of an AI powered global workforce.
• Customer Success are responsible for Project extensions, upsells and additions from a commercial aspect. Acting as an internal client advocate ensuring that all departments are held accountable. Ensuring projects are running on time and to budget with the help of the Project Managers and utilizing any underspend.
• To ensure the client feels they are getting value from the service and seeing ROI. Dealing with any issues and loading with both internal and external stakeholders.
• As a brand new department within the business, creating and implementing new processes and playbooks and ensuring processes work taking into consideration how these affect other departments.
• Training new members of the team and ensuring they are up to speed and feel comfortable. Understanding where they have training requirements and ensuring they are able to come to me for help for anything they need.
• Hitting and exceeding Commercial Targets in way of extending contracts, upsells and additions to projects.
• Working with internal and external stakeholders, building out contracts, negotiating with clients and ensuring overall client success.

Jul 2021 – Dec 2021 · 5 mos

Dec 2019 – Jul 2021 · 1 yr 7 mos

Jul 2019 – Dec 2019 · 5 mos

• SAAS Start up, supplying video interview technology to recruitment businesses.

Nov 2016 – Jun 2019 · 2 yrs 7 mos

Nov 2016 – Jun 2019 · 2 yrs 7 mos

• Reed is a specialist provider of permanent, contract, temporary and outsourced recruitment solutions, IT and HR consulting. Assisting jobseekers and employers since 1960, Reed’s global expertise spans Europe, the Middle East and Asia Pacific.
• Reed is independent, has 400 offices worldwide, employs 4,000 people and delivers a world-class service across more than 30 specialisms.

Nov 2016 – Apr 2017 · 5 mos

Nov 2015 – Jan 2016 · 2 mos

• Management and ownership of customer complaints to ensure the highest level of customer service is applied with a satisfactory resolution as an end result.
• Selling the service and brand to guarantee customer loyalty each and every time with additional problem solving skills.
• Utilising a strong quality frame work and the highest levels of written and verbal communication is required at all times to provide the best customer experience possible.

Oct 2012 – Sep 2016 · 3 yrs 11 mos

• Training new and existing partners and managers through induction and refresher training. Ensuring the highest level of training and support is offered, recognising training styles and requirements unique to each individual.
• Producing training material for each training course carried out, with tests for each partner and targeted pass marks per class to ensure quality training is delivered.
• Presenting presentations and training material to large and small groups of partners and managers, including side by side coaching.
• Offering business proposals for future development throughout the company and department where necessary.
• Attending courses to develop new and existing skills such as Managing Difficult Conversations, Learning Styles and Attendance Management.

Oct 2011 – Sep 2016 · 4 yrs 11 mos

• Gift List Administrator
• Direct discussions with customers and stakeholders to ensure 100% customer satisfaction at all times.
• Dealing directly with customers over the phone and email, managing gift lists and dealing with customer complaints.
• Selling the Gift List service to potential clients is an important part of this role to obtain as much custom as possible, whilst keeping in mind the principles of the business.