Manchester Area, United Kingdom
Customer management professional with extensive experience working with global customers across Europe, United States, Latin America and Africa. Interested in efficient processes and particularly highly-skilled at building and leveraging client relationship through a hands-on, creative approach.
• Proactively worked with complex strategic and enterprise accounts who had implemented Coveo solutions to guarantee customer success throughout their journey- from onboarding to retention. • Maintained a book of business of 12 clients with an ARR of £3M across different industries such as Retail, Technology, Fashion, Beauty and Nutrition that used capabilities including Search, Personalisation and Generative AI in eCommerce environments. • Drove customer engagement, project management, adoption, and satisfaction ensuring the strategic and enterprise customers were getting maximum value from their Coveo investment. • Identified and nurtured expansion opportunities and coordinated with the Sales and Business Value team to execute these.
• Consulted with client stakeholders to understand their business strategies and goals as well as their objectives for using Coveo Qubit, finding ways to align the two, and ensured Coveo Qubit delivered value against agreed success criteria. • Lead Quarterly Business Reviews to communicate ROI and understand clients’ business goals and challenges in order to develop recommendations for how Coveo Qubit could help. • Performed strategic account planning and identified, forecasted, and mitigated risks. • Lead the contract renewal process with a focus on the value Coveo Qubit’s products were driving. • Coordinated internal, cross-functional teams, with executive level participation, to build deeper relationships with client. • Identified and nurtured expansion opportunities and coordinated with Business Development Managers to execute these. • Worked with Coveo Qubit’s Professional Services teams and partners to ensure they were able to effectively deliver personalisation for clients. • Provided client feedback to Product team and promoted product usage and vision.
• Managed top revenue accounts in Portugal, Spain and Malta. • Optimized accounts and products in order to grow the region. • Negotiated commercial terms and marketing plans with key accounts including net rates, margins and special offers. • Expanded in destination coverage and got the best possible supply available for the TripAdvisor customer. • Built strong long lasting B2B relationships with tour, activity and attraction suppliers; leveraged supplier relationships and data resulting in account growth. • Collaborated across different internal teams in order to optimize processes. • Travelled to attend trade events such as WTM London, WTM Africa and FITUR. Organised and executed regional destination visits to represent the company. • Shared knowledge and expertise of regional market conditions, competition, and opportunities with internal stakeholders and management to influence product and marketing strategies.
• Developed and managed TripAdvisor’s tours and activities product portfolio in the African market. • Responsible for growing and optimizing accounts as well as managing suppliers and their products in order to improve conversion. • On-boarded new suppliers and attractions in order to fill destination gaps. • Negotiated special offers, margins and implementation of supplier marketing campaigns. • Reviewed sales performance data and maintained awareness of competitive landscape, including pricing analysis. • Collaborated with multiple internal departments in order to promote products and destinations. • Proactively suggested improvements to current systems and work processes. • Instrumental in helping team achieve revenue target. • Go-to team member for operational training.
• Published tour and activity products on TripAdvisor through web-based content management systems. • Reviewed rates, availability and operational terms of products. • Edited product descriptions, ensuring they adhere to Viator standards. • Ensured proper categorization of tour and activity products. • Managed workflow of products through Salesforce and other internal tools. • Provided general and varied operational support for sales managers and tour operator suppliers.