Senior Customer Success Manager EMEA

• Oct 2020 - Present

Customer Success Manager EMEA

• Aug 2018 - Oct 2020

I'm responsible for onboarding, account management, retention and expansion

Account Manager/ Customer Success

• May 2014 - Aug 2018

I'm responsible for developing and maintaining strong long term relationships with customers, whilst connecting with stakeholders and decision makers. Ensuring high quality engagement with exceptional customer communication whilst identifying and growing opportunities within the account. Other responsibilities include - Develop a trusted adviser relationship with key accounts, customer stakeholders and executive sponsors- Maintained customer satisfaction by providing ongoing, proactive and reactive support throughout the customer life cycle- Assist with high severity requests or issue escalations as needed- Forecast and track key account metrics- Operate as the lead point of contact for any and all matters specific to the need of the customer- Manage a timely and successful delivery of the project according to customer needs and objectives- Building strategies to help scale up accounts- Work across many internal teams including Legal, Presales and technical. Show less

Business Development Manager

• Feb 2014 - Aug 2018

Softwire is a privately owned, Microsoft Gold Partner and UK based software development house. Our aim? To build high quality, custom made software whilst ensuring to deliver on time, on budget and for value for money. Our passion for software means we can offer excellent customer service whilst building and maintaining professional relationships. We help our customers by- enusuring the end result is of the highest quality. Quality of staff, quality of processes, quality of testing. - having a flexible approach to technologies and methodologies- maintaining a level of consistency throughout the relationship. Our staff retention as been 90% year on year. - offering great value for money. Show less

Business Development Executive

• Sep 2012 - Jan 2014

- generation of new business leads through cold calling and attendance at trade shows, networking meetings and other events- acting as the first point of contact to handle any sales enquiries- scheduling of appropriately qualified new business meetings for the BDMs