Client Account Manager

• Sep 2022 - Present

Senior Customer Success Manager

• Oct 2021 - Jun 2022

Accountable for upsells into contracts by working closely with the sales origination. Accountable for renewals of contracts and ensuring ACV and TCV is maintained and grown. Build customer specific solutions based on the CR product portfolio and tailored to the customer needs. Maintained Customer Relationships and ensure Customer Success Established good working relationships with key partners and provide advice to customers on how best to use the business products/ services Reviewed the customer journey to identify how it is supported, taking a consultative approach in helping customers to overcome issues and achieve goals Facilitated interaction and workflow between internal stakeholders Collaborated with the Product and Engineering teams to ensure customer feedback is taken into account and customer success measurements are achievable Maintained and developed customer success metrics and data and built success plays Provided implementation support and expertise for deployments. Continuous review and improvement of the CS framework. Ensured high levels of customer satisfaction through NPR scores Engaged with pre-sales teams for product demonstrations and provided assistance in scoping projects and developing proposals. Managed future implementations and system enhancements by collaborating with various business areas and system owners. Achieved customer service objectives through the contribution of customer support information and strategic plans. Identified customer service trends, determined system improvements, and implemented changes that improved existing strategies and brought about improvement in customer support initiatives. Established and improved customer service policies and procedures for the department, ensuring full implementation of the customer support strategies across the business and seamlessly to customers. Show less

Customer Success Manager - Managed Services

• Oct 2018 - Sep 2021

• Primarily accountable for delivering all in-contract growth of defined portfolio of clients. This is achieved by working closely with Sales representatives to execute the planned account strategy, including call planning and opportunity qualification process utilising the CSM systems and tools. • Proactively use analytics to measure, retain and grow the service revenues, by optimising the client’s environment. They will adopt best practices and methodologies in a proactive client engagement approach, to drive contract renewals, minimize churn, and seek upsell activities in line with the client’s business objectives. Display strong commercial and contract negotiation skills to migrate clients onto a single Master Services Agreement (MSA) contract.• Proactively manage the pipeline for contract renewals and conduct regular client business reviews. Regularly visit clients and be responsible for the effective development and engagement of highly visible, complex client contracts.• Support the Regional Client Success Manager to evangelise the Client Success strategic initiatives with clients, internal sales management and relevant stakeholders, to collaboratively promote the execution of in-contract growth.• Establish excellent working relationships with the client representatives, who also operate at a regional level within their business. Client experience, operational governance and upselling are their main objectives. • Maintain a coherent strategy with the Service Delivery Managers for dealing with service delivery issues across the regional environment and remain abreast of these issues at all times.• Managing NRR for customers.• Ensuring TCV and LCV is calculated correctly and maintained• Building and costing services and architecting solutions based on specific customer requirements and aligned to the DD strategy. Show less

Client Delivery Manager

• Oct 2009 - Oct 2018

• Building strong relationships with your relevant client and internal Dimension Data stakeholders (spanning various levels, BUs and support functions).• Ensure that an exceptional client experience is delivered through management of all operational engagements and activities to the client across Business Units, all contracts and Dimension Data brands.• Ongoing measurement of client satisfaction and implementation of improvement actions to improve client sat ratings.• Participate in contractual and SLA negotiations, including MSA, service definitions and service levels.• Total financial management to ensure cost management, profitability and the adherence to financial processes, e.g. billing, debtors’ days, budget management.• Management of financial reporting and forecasting.• Identify new business opportunities and retain existing business revenue.• Work closely with the Client CIO, IT Director and\or other stakeholders to understand strategic initiatives that impact on the partnership.• Prepare and negotiate any contractual changes.• Ensure governed steering committees with relevant stakeholders and manage the resulting actions and outputs.• Accountable for delivering services against agreed Service Level Agreements (SLA’s) or other contracts with the client.• Participate in the client strategy sessions to identify Dimension Data opportunities for technology solutions and services, and drive this through project implementation.• Accountable for implementation of governance internally, as well as contracted governance on a tactical and strategic level. This includes all contractual reporting and obligations. • Accountable for the monthly internal Client Business Review pack and presentation. All aspects of your delivery to your client will be formally assessed during this presentation. Show less

Technical and Training Manager

• Apr 2007 - Oct 2009

Manage 12 trainersEnsure all trainers were continually skilled in new technologiesDrove skills development for all trainersDid annual performance reviewsEnsured profitability of classes in respect of class numbers vs costRolled out national skills development plan as well as national incentive scheme for trainersPresented monthly and quarterly financial reports to board and did trend forecasting for following quarter and following yearBudgetsRecruitment of new trainersCourse booking and trainer allocation based on skill setRolled out new technologies to business i.e. Exchange 2007, Server 2008Presented to clients of new technologies e.g. SBS 2008, SQL 2008, Exchange 2007 and Server 2008 Show less

Training Manager

• Feb 2006 - Sep 2009

Managed 10 trainers and trained technical MCITP and MCSE courses

Business analyst

• Oct 2002 - Jan 2005

Conducting business process mapping Map processes against KPI and specific outcomes Conduct process audits Train staff on in-house software system Complete yearly Skills audits and identify skills gaps Manual Development Train and evaluate and create material for Soft Skills Report to directors on staff adherence to policies Conducting business process mapping Map processes against KPI and specific outcomes Conduct process audits Train staff on in-house software system Complete yearly Skills audits and identify skills gaps Manual Development Train and evaluate and create material for Soft Skills Report to directors on staff adherence to policies

Senior Applications trainer

• Jan 1997 - Sep 2002

Trained engineers and staff on Microsoft applications including Access Databases and Excel Financial features Trained engineers and staff on Microsoft applications including Access Databases and Excel Financial features