Experience

Level Financial Technology

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Head of Customer Success

  • Jun 2022 - Present

  Responsible for owning all client communication, creating and managing the CS/support function, and ensuring that all departments are aligned to successfully support our clients. - Developing and executing a scalable framework for streamlined onboarding and lifetime management, facilitating enhanced collaboration and efficiency across multiple teams. - Leading weekly Ops meetings, ensuring that the team is aligned, previous weeks’ goals were hit, development work is on track, and… Show more Responsible for owning all client communication, creating and managing the CS/support function, and ensuring that all departments are aligned to successfully support our clients. - Developing and executing a scalable framework for streamlined onboarding and lifetime management, facilitating enhanced collaboration and efficiency across multiple teams. - Leading weekly Ops meetings, ensuring that the team is aligned, previous weeks’ goals were hit, development work is on track, and highlighting key upcoming CS activities. - Identified a gap and extra revenue opportunity by designing and creating a new “data insight” module for the Level employer portal, ensuring our clients understand how Level is used. - Collaborating with multiple teams to successfully implement and deliver internal and client-facing projects, often arising from client feedback and suggestions. - Adapting to evolving business requirements by actively participating in an taking the lead in various areas including Product Management/Development, Product Operations, data analytics, and sales. Show less Responsible for owning all client communication, creating and managing the CS/support function, and ensuring that all departments are aligned to successfully support our clients. - Developing and executing a scalable framework for streamlined onboarding and lifetime management, facilitating enhanced collaboration and efficiency across multiple teams. - Leading weekly Ops meetings, ensuring that the team is aligned, previous weeks’ goals were hit, development work is on track, and… Show more Responsible for owning all client communication, creating and managing the CS/support function, and ensuring that all departments are aligned to successfully support our clients. - Developing and executing a scalable framework for streamlined onboarding and lifetime management, facilitating enhanced collaboration and efficiency across multiple teams. - Leading weekly Ops meetings, ensuring that the team is aligned, previous weeks’ goals were hit, development work is on track, and highlighting key upcoming CS activities. - Identified a gap and extra revenue opportunity by designing and creating a new “data insight” module for the Level employer portal, ensuring our clients understand how Level is used. - Collaborating with multiple teams to successfully implement and deliver internal and client-facing projects, often arising from client feedback and suggestions. - Adapting to evolving business requirements by actively participating in an taking the lead in various areas including Product Management/Development, Product Operations, data analytics, and sales. Show less



Fixflo

• Software Development
• 1 - 100 Employee

• Customer Success Manager

  • Jul 2020 - Jun 2022

  - Leading extensive kick-off calls to map out the implementation project timeline, establishing feature adoption goals/timelines, KPI’s and key success goals to ensure that our targets are aligned, and each journey is tailored to the clients expectations. - Conducting quarterly business reviews and personalised training, Q&A, data validation, and feature exploration sessions to make sure that our clients are getting the most out of Fixfo and are on track to achieve their goals as well as… Show more - Leading extensive kick-off calls to map out the implementation project timeline, establishing feature adoption goals/timelines, KPI’s and key success goals to ensure that our targets are aligned, and each journey is tailored to the clients expectations. - Conducting quarterly business reviews and personalised training, Q&A, data validation, and feature exploration sessions to make sure that our clients are getting the most out of Fixfo and are on track to achieve their goals as well as addressing any potential issues early to reduce the risk of churn. - Working closely with our Sales, Product & Development and Marketing teams, acting as the voice of the customer to ensure that we are building a great customer-focused product and providing aligned experiences throughout our customer lifecycle. - Identifying possible upsell and cross-sell opportunities within my portfolio, qualifying the leads and conduct product demos/reviews before handing over to the sales team. - Owning the creation and implementation of a new ad hoc and at scale client journey/process for our Mid-market clients after an internal re-segmentation. - Responsible for creating personalised success and adoption plans using our customer success software once a client is live; ensuring check ins, reviews and client health scores are monitored to ensure contracts are renewed.

• Customer Success Executive

  • Mar 2019 - Jul 2020

  Responsible for managing the onboarding process for new clients and proactively handling the customer journey for over 90 accounts simultaneously. - Reviewed existing processes and implemented new/improved versions of webinars, welcome packs, feedback surveys and re-engagement email campaigns to help streamline the process and drive client engagement. - Responsible for handling all client data, this includes auditing, amending, and uploading as well as managing the setup of all… Show more Responsible for managing the onboarding process for new clients and proactively handling the customer journey for over 90 accounts simultaneously. - Reviewed existing processes and implemented new/improved versions of webinars, welcome packs, feedback surveys and re-engagement email campaigns to help streamline the process and drive client engagement. - Responsible for handling all client data, this includes auditing, amending, and uploading as well as managing the setup of all integrations and data migration. - Pitched and created a new onboarding/customer journey as part of a refresh project to reduce churn and add value to existing packages based on client needs. - Designed and implemented new self services playbooks for SMB’s in Planhat to reduce our time spent onboarding them, leading to a greater focus on our larger customers.



Reach plc

• United Kingdom
• Technology, Information and Media
• 700 & Above Employee

• Senior Customer Success Executive

  • May 2018 - Dec 2018

  Managing and enhancing relationships with a broad base of both existing and new clients through proactive and reactive customer support. - Responsible for growing our top 20 spending accounts, ranging from £15k - £45k per annum. - A key player in securing a higher account renewal rate; praised for being a trusted advisor by deeply understanding each client’s business and aligning their needs to our solutions. - Achieved a 50% performance increase on key accounts through… Show more Managing and enhancing relationships with a broad base of both existing and new clients through proactive and reactive customer support. - Responsible for growing our top 20 spending accounts, ranging from £15k - £45k per annum. - A key player in securing a higher account renewal rate; praised for being a trusted advisor by deeply understanding each client’s business and aligning their needs to our solutions. - Achieved a 50% performance increase on key accounts through business reviews and training programs, ensuring clients were leveraging our solutions and increasing their ROI. - Revamped the training packs and processes and acted as first point of contact for training, setup/configuration, and problem solving for our top accounts. - Supported the Sales, Marketing and Finance teams with detailed reports and regular account reviews to guarantee that performance levels remained increased and sales goals surpassed. - Tasked with managing all high risk accounts as a direct result of my independent judgment and analysis when resolving issues, inspiring customer loyalty and satisfaction. - Acted as Brand Ambassador and represented all three brands at various events such as LegalEx, OfficeShow and AccountEx. - Highlighted retention issues and presented/introduced a revised client review structure to higher management, positively impacting client engagement, performance and renewal. - Coached members of the team and supported their development by having regular review sessions and process refreshers. - Reviewed and implemented new team processes to streamline workload and improve productivity.

• Customer Success Executive

  • Jan 2017 - May 2018

  Establishing a trusted adviser relationship that works to ensure customer’s satisfaction with our products. - Solely responsible for on-boarding new clients and running all online and face to face training sessions showing recruitment teams how they can maximise their product performance. - Answered incoming calls and managed 8 support inboxes as well as the Zopim online chat support feature. - Responsible for securing sales and upselling by completing all CV database… Show more Establishing a trusted adviser relationship that works to ensure customer’s satisfaction with our products. - Solely responsible for on-boarding new clients and running all online and face to face training sessions showing recruitment teams how they can maximise their product performance. - Answered incoming calls and managed 8 support inboxes as well as the Zopim online chat support feature. - Responsible for securing sales and upselling by completing all CV database demos to prospective and existing clients through online screen share sessions. - Reviewed and revamped client’s adverts and created detailed training packs on how to improve performance and use the site to its full potential. - Investigated and solved complex and long-standing client problems with a reputation for reacting well under pressure and managing difficult or emotional customer situations.



Job&Talent

• Spain
• Software Development
• 700 & Above Employee

• Account Manager

  • Aug 2016 - Nov 2016

  Maintaining consistent and effective communication with existing clients as well as developing new business. - Effectively managed existing accounts by developing advantageous relationships with clients and provided regular updates to stakeholders and directors. - Dealt with client concerns and ensured they were resolved in a timely, professional manner leading to my customer calls being used as an example throughout the business and highlighted as exceptional customer service. -… Show more Maintaining consistent and effective communication with existing clients as well as developing new business. - Effectively managed existing accounts by developing advantageous relationships with clients and provided regular updates to stakeholders and directors. - Dealt with client concerns and ensured they were resolved in a timely, professional manner leading to my customer calls being used as an example throughout the business and highlighted as exceptional customer service. - Completed various ad hoc projects including market research to better understand business and candidate needs.

• Account Executive / Team Leader

  • Mar 2016 - Aug 2016

  Leading an 8-person team, ensuring client satisfaction and that targets are met in line with the business plan. - Responsible for onboarding all new clients acquired through various channels as well as helping existing clients get the most out of their accounts. - Performed fortnightly 1-2-1 performance reviews and introduced incentive schemes/activities, doubling productivity and increasing team morale. - Conducted daily and weekly team meetings outlining targets and goals and… Show more Leading an 8-person team, ensuring client satisfaction and that targets are met in line with the business plan. - Responsible for onboarding all new clients acquired through various channels as well as helping existing clients get the most out of their accounts. - Performed fortnightly 1-2-1 performance reviews and introduced incentive schemes/activities, doubling productivity and increasing team morale. - Conducted daily and weekly team meetings outlining targets and goals and held regular management meetings to review the team’s performance.



DHL

• Germany
• Transportation, Logistics, Supply Chain and Storage
• 700 & Above Employee

• Transport Planner / Front Line Manager

  • Oct 2014 - Sep 2015

  Assisting with the planning and running of company vehicles to ensure the cost efficient running of Boots supply chain. - Solely responsible for managing all on site drivers, ensuring performance targets were met, queries were dealt with and the smooth running of onsite operations was maintained. - Produced and analysed detailed Excel reports on vehicle efficiency in keeping with the SLAs. - Gained the role of Front Line Manager which involved supervising and reviewing the… Show more Assisting with the planning and running of company vehicles to ensure the cost efficient running of Boots supply chain. - Solely responsible for managing all on site drivers, ensuring performance targets were met, queries were dealt with and the smooth running of onsite operations was maintained. - Produced and analysed detailed Excel reports on vehicle efficiency in keeping with the SLAs. - Gained the role of Front Line Manager which involved supervising and reviewing the activities of team members and producing multiple end of shift reports for shift managers. Show less Assisting with the planning and running of company vehicles to ensure the cost efficient running of Boots supply chain. - Solely responsible for managing all on site drivers, ensuring performance targets were met, queries were dealt with and the smooth running of onsite operations was maintained. - Produced and analysed detailed Excel reports on vehicle efficiency in keeping with the SLAs. - Gained the role of Front Line Manager which involved supervising and reviewing the… Show more Assisting with the planning and running of company vehicles to ensure the cost efficient running of Boots supply chain. - Solely responsible for managing all on site drivers, ensuring performance targets were met, queries were dealt with and the smooth running of onsite operations was maintained. - Produced and analysed detailed Excel reports on vehicle efficiency in keeping with the SLAs. - Gained the role of Front Line Manager which involved supervising and reviewing the activities of team members and producing multiple end of shift reports for shift managers. Show less



MHM Commercial Ltd

• Newark

• Logistics Co-Ordinator to Branch Manager

  • Jul 2011 - Sep 2014

  Managing multiple branches and overseeing all aspects of the business. - Ran all client activities including chasing overdue accounts & dealing with invoice payments. - Managed all drivers and garage staff including hiring, timesheet approvals & regular reviews. - Introduced a 24/7 call out operation to meet customer demands, leading to a 20% increase in volume and a 15% increase in delivery time KPIs being met. Managing multiple branches and overseeing all aspects of the business. - Ran all client activities including chasing overdue accounts & dealing with invoice payments. - Managed all drivers and garage staff including hiring, timesheet approvals & regular reviews. - Introduced a 24/7 call out operation to meet customer demands, leading to a 20% increase in volume and a 15% increase in delivery time KPIs being met.