Edinburgh, Scotland, United Kingdom
With over sixteen years of experience in account management and client relationships, I collaborate with mid-market companies to leverage technology and data for measurable growth. My work focuses on creating tailored strategies that drive client engagement, satisfaction, and operational efficiency through workshops and advisory sessions. Previously, I engaged with top revenue clients, where I developed IT roadmaps aligned with business goals, fostering retention and loyalty. I bring a strong foundation in sales, management, and relationship-building, emphasizing results-driven solutions and long-term partnerships.
· Serve as the primary relationship manager for a portfolio of strategic customer accounts, ensuring exceptional service delivery, customer satisfaction, and long-term partnership growth. · Take ownership of the end-to-end service delivery lifecycle, collaborating across Sales, Project Delivery, Support, and Finance teams to ensure seamless execution and alignment with customer expectations. · Engage proactively during the sales cycle to support solution design, commercial scoping, and quotation activities for existing customers. · Act as the customer's advocate within Clarus, coordinating resources across the business to manage support requests, escalations, project delivery, service performance, and ongoing operational requirements. · Lead regular customer service review meetings, presenting performance metrics, strategic insights, and recommendations for continuous service improvement. · Monitor and report on key service performance indicators (KPIs), ensuring contractual commitments, service level agreements (SLAs), and response targets are consistently achieved or exceeded. · Identify, manage, and mitigate service risks, issues, and escalations, applying a proactive, customer-focused, and solutions-driven approach. · Foster strong stakeholder relationships at all levels, driving customer retention, service excellence, and opportunities for account growth.
Create an environment that promotes the Scout's ethos, and structure weekly sessions for the Beavers to engage in.
Working with young adults leaving secondary school, to identify future career possibilities and introducing them to the workplace environment.
· Develop and maintain strong relationships with key strategic and high-value clients, fostering trust, loyalty, and long-term partnerships that support customer retention and growth. · Deliver an exceptional client experience by gaining a deep understanding of each customer's business objectives, challenges, and strategic priorities, translating these into tailored technology and IT roadmaps. · Act as a trusted advisor, providing proactive guidance and recommendations to help clients leverage technology effectively and achieve their business goals. · Stay informed of emerging industry trends, technologies, and best practices through ongoing professional development, industry events, and networking opportunities. · Advocate innovative and up-to-date solutions that align with client requirements, driving business value, operational efficiency, and digital transformation initiatives. · Collaborate with internal teams to ensure the successful delivery of solutions and services that meet client expectations and support long-term success.
· Identify and prospect new Managed Service Provider (MSP) opportunities through proactive outreach, networking, and market research activities. · Engage with prospective customers to understand their business objectives, operational challenges, and existing technology stack, identifying areas where current solutions may not align with their needs. · Articulate the value of N-able’s solutions and services, demonstrating how they can enhance operational efficiency, service delivery, security, and business growth for MSPs. · Qualify opportunities through consultative discovery conversations and successfully transition prospects to Account Executives for detailed solution discussions and commercial engagement. · Consistently achieve and exceed monthly sales targets, activity metrics, and key performance indicators (KPIs), contributing to overall business growth objectives. · Maintain a strong understanding of industry trends, emerging technologies, and the evolving MSP landscape to effectively position solutions and provide relevant insights to prospective customers.