Rickmansworth, England, United Kingdom
An analytical, professional, innovative and proactive individual with broad skills across industries from banking to hospitality, I hold a bachelors degree in Business Management Information Systems and have gained strong skills in both business and IT roles in various companies and across continents. Specialties: SAP, Microsoft Office Suite, Macromedia Flash, Dreamweaver Adobe Photoshop, Image Ready, Oracle, SQL
Leading and mentoring a team of four Customer Success Managers, driving performance, accountability, and strategic alignment across a diverse international portfolio. Owned NRR and GRR targets across 15 strategic accounts ARR of over $6 Million, delivering $1.2M+ in revenue through proactive account management, executive relationships, and targeted expansion initiatives. Reduced customer churn by 50% by implementing proactive customer health scoring and engagement strategies, leveraging Gainsight for risk identification and prioritization. Owned and scaled core CSM processes including onboarding, success planning, and executive business reviews, standardizing engagement and improving consistency at scale. Led the adoption and optimization of Gainsight, building executive-level churn, health, and forecasting dashboards to improve visibility, decision-making, and retention planning. Partnered cross-functionally with Sales, Product, Engineering and Marketing to represent customer needs, align on NRR/GRR strategy, and drive retention and expansion outcomes. Designed and delivered enablement programs for the CSM team, equipping them with playbooks, tools, and training to increase adoption, customer value, and team productivity.
Regions covered - United Kingdom, Ireland, Benelux & Nordic Supporting over 100 customers and making sure that our solutions are protecting them. Supporting my account managers and renewal account managers in building long last relationships with our customers to help grow their security roadmap and trusting Barracuda. Help implement new CSM programs like Gainsight to help create effective workflows allowing the ability to expand the relationship to other customers. Working closely and building strong relationships with Product Management, Support and Sales Engineers to ensure that our customers have the best experience when working with Barracuda Helped retain over 500k in business in the 1st year. Helped to develop over 500k of new business opportunities. Helped establish EMEA CSM process like creating business reviews templates, best practices.
* Building customer rapport via StarLeaf dedicated partner community. * Working on projects up to £15K from first contact to closing the deal. * Working with partners to scope out new expansion opportunities. * Developing action plans, arranging review meetings & leveraging relationships * Generating sales pipeline and following through with accurate action plans and next steps with customers and partners. * Actively promoting brand awareness via social media and promoting the companies USPs.
* Managing daily team KPIs and assisting with management meetings. * Working with Field marketing on activities to drive more inbound. * Assisting the team with generating opportunities for field sales. * Daily auditing of teams works * Running incentive plans. * Implementing new strategies. * Holding monthly reviews for the team.
* Generating opportunities for the Nordics, Netherlands, and ROW, * Looking at market trends and working with the marketing team to generate inbound leads. * Providing clients with support via Livechat. * Actively promoting brand awareness via social media and promoting the companies USPs.
Responsible for the Newspaper and Internet research team at Cision UK. Ensuring the quality of media information for Newspaper titles and Internet provided by the researchers is accurate and completed in a timely manner. Daily responsibilities are to monitor team productivity, distribute new research assignments, continuously reviews the research schedule for deadline dates and coordinating a high level of client satisfaction.
Looking after core internet media titles. Producing bi-weekly blog rankings and working on client data queries.
Specifically responsible for the area of managing client mortgage/loan accounts, activities including managing inbound enquiries processing, overdue payments processing and accounting and reconciliation. I was also actively involved in designing and implementing several internal company initiatives to build and improve customer relations and service levels to meet overall business unit targets.