County Dublin, Ireland
As a Senior Customer Success Manager with over 10 years of work experience, I specialize in building strong, long-lasting relationships with customers and partners while collaborating with cross-functional teams to drive business growth. I'm passionate about negotiation and empowering others, using data-driven strategies to consistently improve customer and partner experiences. Throughout my career, I've consistently exceeded retention and sales targets, enhanced partner satisfaction, and demonstrated strong stakeholder management skills. My guiding principle is: "Be the one who makes others feel included."
Empowering organizations to close the cyber exposure gap • Build customer loyalty and reduce churn • Keep clients engaged and regularly using products • Growing revenue via prospecting, qualifying, selling & closing from existing enterprise client accounts • Managing client relationships through all phases of the sales cycle • Providing a consultative solutions sales process to prospects • Responsible for quarterly & annual revenue targets • Providing account management to an existing territory • Responsible for tracking customer information, forecasts & reports • Planning & strategizing marketing activities with the marketing & channel teams for the end-users and channels • Conducting one-on-one & group sales presentations
I was responsible for reviewing the quality of the Google Ads campaigns daily optimisations based on a weekly cycle. My responsibilities include: • Managing a multi-language team of 22 members • Reviewing over 35 different markets and their peculiarities to ensure the result match the standards set by the client; • Weekly meetings with the client to discuss strategies, data and results; • Provide training and support to the newly hired employees; • Demonstrate continuous effort to improve the quality tools, measuring and tracking gaps based on reports and agents' feedback and work cooperatively within a team; • Attend project and client meetings and report on QA progress; • Provide effective, accurate and constructive feedback to agents, and create action plans to ensure continuous improvement; • Maintain high standards of quality across the business. Key achievements: • Quality numbers between 97% to 99% throughout the whole time in the role. Win a Q3 award for the best employee. Win first place in creative initiatives to improve Google tools.
I was responsible for optimising and improving online advertising products for clients in the Portuguese, Brazilian and US markets. My responsibilities include: • Improving campaign performance by using marketing tools and reports; • Weekly project management and data analysis report; • Customer support through Adwords tool, giving advice and showing areas of improvement; • Optimisation of websites sales; • Daily escalation and resolving customers' account issues; • Optimising campaigns, bringing relevant traffic to customers' websites; • Optimising existing keyword categories, keyword sets and keywords; • Using my local marketing knowledge to understand what works in my specific markets; • Carrying out weekly project work at clients' request with timely responses; • Daily individual Ads Quality Accuracy; • Identifying areas of improvement for products, workflows, processes and tools used to build and optimise the service.
Kumon is the largest Education franchise globally, with over 24k franchises in 50 countries and over 3 million students. Key Responsibilities - Franchise Operations Management: Managed the operations and performance of 22 existing franchise units, ensuring overall business success. - Franchise Sales and Development: Drove franchise expansion by selling new Kumon franchises, meeting quarterly targets through cold calls, compelling presentations, and social media campaigns. - Franchise Onboarding & Compliance: Processed franchise applications, coordinated necessary licensing, and clearly communicated policies and procedures to new owners and applicants. - Strategic Business Consulting: Provided personalized service and support to each franchisee; facilitated their business development with creative solutions and implemented efficient business practices. - Performance Evaluation & Quality Assurance: Evaluated franchisee performance and ensured strict compliance with operating procedures. - Marketing & Campaign Management: Developed and presented campaign ideas and costings to clients; monitored and reported on campaign progress. - Project Management & Reporting: Executed comprehensive project management and generated detailed reports for operations and sales activities. Key Achievements Achieved 14% year-on-year growth in student enrollment across the managed territory. Successfully launched seven new franchise units and managed positive relationships with 22 individual franchisees.
Bayer is a Life Science company with more than 150 years of history - core health care and agriculture competencies. Key Responsibilities - Strategic Marketing and Planning: Set specific marketing goals and designed/implemented strategies directly aligned with business targets. - Market Analysis and Forecasting: Analyzed sales and marketing metrics; researched markets to identify new opportunities and forecasted market trends. - Data-Driven Client Influence: Used data analysis to generate insights and influence client sales decisions. - Business Development: Initiated contact with prospects through cold calls and outreach to drive new business. - Customer-Centric Strategy: Developed tailored strategies for clients based on their profile and needs, ensuring client satisfaction through B2B support and utilizing customer feedback. - Campaign and Profile Development: Created detailed client profiles to develop targeted marketing campaigns; focused on the development of key regional customers. - Sales and Relationship Management: Managed B2B and B2C sales cycles and maintained strong client relationships. - Team Leadership & Training: Trained and mentored the team on best practices and sales strategies. - Brand Promotion: Generated and executed innovative ideas to promote the company brand and product portfolio. Key Achievements Drove sales growth of 27% year-on-year. Successfully restructured the sales department, enhancing efficiency and performance. Significantly increased product adoption through the promotion of the product portfolio and successful customer product trials.