London, England, United Kingdom
As a Customer Service Manager, I thrive on helping customers succeed—whether that’s resolving complex Managed Service challenges, improving operational outcomes, or delivering impactful projects. With a background in Customer Experience, Customer Success, and Project Management, I’m known as a “safe pair of hands” who gets things implemented, fixed, and improved. What I’m proud of: * Revitalised disengaged client accounts by rebuilding trust and implementing targeted service improvements, resulting in renewed engagement and strengthened partnership. * Achieved a 105% customer retention rate and reduced churn to just 3%, reflecting my commitment to long-term value. * Managed high-value accounts across multiple industries, including clients with annual revenues over £1M 1. * Contributed to Claranet’s success as a VMware Pinnacle Partner, helping clients navigate licensing transitions. * Boosted customer satisfaction scores by +20 NPS points through targeted improvements and consistent service delivery. Skills ★ Extensive knowledge and understanding of project management processes. ★ Senior experience managing large scale IT Solution projects. ★ Ability to assimilate technical data and effectively deliver information to all stakeholders. ★ Excellent ability to understand and analyse business requirements and creating functional specifications. ★ Ability to adapt communication to manage stakeholder expectations and conflicts while in cross functional teams (internal and third party). ★ Highly organised with ability to assess situations and mitigate risks. ★ Extensive knowledge establishing priorities, developing work structures, assessing progress towards goals and seeing the bigger picture. ★ Client advocacy – acting as a single point of reference. ★ Successfully working with clients to understand business requirements to minimise disruption and maximise product value and client satisfaction. ★ Experience of working with government organisations, MOD and Multi organisations.
As a senior CSM I am a trusted advisor for organisations. I ensure programmes of work are completed on time and within budget. I ensure these organisations receive the professional tools and support required to meet their objectives and goals. I was promoted to the role of senior CSM, this was to work on Tier 1 contracts (valued at £1M+) within Talent Organisation. I consistently exceeded all performance targets, ranked as a 'Strong performer' by senior management and promoted accordingly. Main Responsibilities:- • I have extensive experience to drive engagement, optimisation and utilisation of the IBM suite of SaaS products (including Applicant Tracking and Onboarding solutions). • I act as a partner to clients through maintaining collaborative working relationships, advising on products, processes and industry trends. • I represent and act on behalf of the client, to internal stakeholders (Offering Management, Product Management, Executive Leadership). • I provide accurate feedback on products and advise on client led requests for future product enhancement and improvement. • Trouble shooter for 'Troubled Accounts' – Tasked with engaging clients, re-building relationships and defending IBM’s footprint. • Improve clients Net Promoter Score for IBM. • Ownership of commercials (licenses renewals and expansions, services upsells) and responsible for the overall health of client accounts. • Closure of legacy/aged debts for services or license entitlements. • Provide Thought Leadership to wider team. • Raise and drive business process improvements. • I have the responsibility of manage a full programme of project work.
As a Senior Project Manager, I have worked on a spectrum of high value projects through different stages of the project lifecycle, varying in complexity (internal/external) and value (valued at £1M+). I have worked with pre-sales to demonstrate our solution while capturing new requirements to assist in a successful sale. Once 'client buy in' has been achieved I manage project expectations, controlling various stage gates, managing risks & issues, finances and stakeholder reporting. I can liaise between technical development, quality assurance and clients to angle required scope while providing status reviews. I am familiar with project planning using PERT statistical techniques to formulate critical path and to understand how project timelines can be crashed and reduced based upon the critical path. Projects; - Led a cross functional corporate project that delivered a custom enterprise solution (IBM Watson platform) learning management system (LMS). Working with the sales team to capture requirements, progress through vendor evaluation selection and end to end implementation (12 months). - Established project management practices, introducing the role to both the technical and business teams. I tracked and monitored all aspects of software development projects (including requirements analysis and quality assurance), ensuring adherence to project scope, budget and timelines. - Managed vendor relationship, supported and trained a community of third-party vendors on a web metrics solution. Coordinated the development of Level 1 customer support team, including helping to implement a new worldwide support website and training program. - Coordinated activities for a team of three business analysts: providing analysis of end-to-end requirements serving accreditation and e-commerce order functions for clients.
As a Project Manager I have worked on client facing projects valued up to £800K across the IBM product suite. • Work with presales to capture requirement prior to bidding. • Create and review project integration document. • Review requirements against project scope, time and schedule. • Matrix Management of global resources. • Deep rooted understanding in various Project Management methodologies such as Prince2, PMI, Agile and Waterfall. • Project reporting to various stakeholders. Projects worked; - Established best practice and documentation for the project team. - Created a custom support forum for clients to interact and suggest enhancements. - Managed full W3C Accessibility Guidelines for Skills Application Manager.
I worked with the client and third-party suppliers to identify the type of fuel pumps on client forecourts and the type of hardware required to build a customised working P@P solution for each site. I worked with the team to procure hardware on a Just in Time (JIT) system before commissioning on a rig prior to shipment and engineering deployment. I worked with the team to produce technical documentation as well as help guides. • Electronic Point of Sale (EPoS) integration. • Stakeholder management (internal, client, third party suppliers). • Managing resource in Just In Time method (JIT). • Pay@Pump.
I worked on auditing IT software licences and during my tenure helped save in excess of $1M in licensing costs. • Technical documentation review. • Liaising with third party vendors. • Influencing stakeholder. • Onboarding project lifecycle. • Software auditing.