United Kingdom
As a Product Manager at Thomas, I leverage my skills in product management, account management, and customer service to deliver innovative solutions that meet the needs of our clients. With a Bachelor of Science in Sociology from the University of Bath, I have a strong foundation in understanding human behavior and social dynamics, which I apply to my work in creating products that are user-friendly and effective. I have also completed a certification in Digital Product Management: Modern Fundamentals from Coursera, which has enhanced my knowledge and skills in this field. In my previous roles as a Junior Product Manager at Thomas International and a Partner Marketing Manager at The Joy Club, I demonstrated my ability to collaborate with cross-functional teams, manage projects, and drive customer satisfaction. I am passionate about using my skills and knowledge to create positive impact and value for our customers and stakeholders.
As part of Nasstar's acquisition by GCI, my title changed from Client Relationship Manager to Account Manager. My roles and responsibilities have remained the same.
Nasstar is a leading managed IT provider with over 20 years' experience in delivering cloud-based and flexible IT solutions to businesses within the legal and recruitment sectors. As a Client Relationship Manager at Nasstar I am the primary commercial contact for over 60 accounts covering the small to medium sized client base. I am responsible for maintaining and growing revenue by understanding future development plans and developing an IT strategy accordingly. Regular face to face and video meetings with my customers facilitate this. Working as part of a team is crucial in the role, as I am required to call upon colleagues from every part of the business to design technical solutions and deliver the environment once agreed to by the customer. I have a strong understanding of Microsoft Public Cloud technologies and Hosted Desktop solutions and am confident when presenting technical solutions.
I was promoted to Senior Client Success Executive in July 2018. As well as maintaining my previous responsibilities, I managed a team of 5 Client Success Executives in our Team Lead's absence. As part of this I used company data to monitor the team's performance and their contribution to the overall company OKR's. I was a point of escalation for the team should they have a difficult situation, and would work with their customer to diffuse and resolve the situation in a professional manner.
I joined Airsorted at a very exciting time in their growth as part of their Client Success team. I worked alongside very like-minded people - those who enjoy a challenge, work exceptionally hard and are results driven. I was responsible for 98 properties across London, helping clients to manage their listings across Airbnb, Booking.com, HomeAway and Expedia, with several high profile clients in my portfolio. My main responsibilities included maintaining strong working relationships with hosts and in doing so would encourage hosts to sign more properties or increase availability, all contributing to the growth of the company. Additional responsibilities included taking on the Ordering Lead role for our London office, interviewing and actively training new starters, in particular running the Customer Promise training sessions and mentoring other Client Success Executives in the regional offices.
During my employment at Compton Acres I performed various tasks within the company. These included waitressing, opening and closing of the restaurant (including balancing of tills) and organisation of the day-to-day running. Alongside this, I was often responsible for running events such as children's parties, as well as looking after large parties. From this role I gained insight into the importance of excellent customer service, strong communication within a team and keen organisational skills.