Customer Success Operations Manager

• May 2023 - Present

• Report to senior leadership on KPI’s through dashboards and presentation• Track leading indicators of renewals and upsell opportunities, and analyse them to understand what’s going well and what’s not.• Determine the timing and content of touch points for CSMs along the customer journey, to drive optimal adoption and net promoter score.• Coordinate with Digital Comms lead to synchronize email outreaches with CSM touch points.• Detect early signals of at-risk renewals, design playbooks for CSMs to address them, and provide path to escalation.• Identify top candidates for upsell.• Coordinate cross-functional processes that help meet renewal and upsell targets and deliver on customers’ needs, including processes for CSMs and Sales to:o Relay customer feedback to the Product team.o Align with the Support team on resolution of major cases and report bugs to the Engineering team.o Provide feedback to Sales on the readiness of our customers.o Help the Onboarding team overcome any delays in implementation.• Team Structure: Tier existing customers, assign them to CSMs, re-distribute workload as needed, and forecast hiring needs.• Provide materials and data that help CSMs work more effectively.• Implement and manage software that facilitates CSM Ops activities Show less

Training Manager

• Oct 2021 - Apr 2023

Senior Trainer

• Mar 2021 - Oct 2021

Learning and Development Trainer

• Apr 2018 - Mar 2021

Renaissance Learning is a global IT Educational Technology company with our London office focusing on providing IT Software to School's through the UK & Ireland.My responsibilities at Renaissance Learning include:• Report to and work closely with the Training Managers Manager to help deliver core business services at Renaissance Learning Limited• Work with the Training Manager to ensure effective management of Renaissance Learning’s clients through the process of behavioural change involved in their transition to using Renaissance Learning's products.• Work with Senior Management to design new Training Materials for new Company purchased products.• Deliver the company training modules and facilitate workshops to a variety of clients, who use Renaissance Learning's services.• Participate in weekly Client Assessment Meetings to assess clients’ progress, share the results of coaching interventions with the team and agree on action points for the week ahead.• Deliver New Starter induction module.• Arrange and complete initial progress reviews. Show less

Learning Consultant

• Jul 2016 - Jan 2018

BITE is a Contractor Career Management Consultancy for contract work seekers founded in April 1998 and based in London. This includes those who have recently arrived in the UK or who are new to IT Contracting or temporary / Interim work and those who are resident in the UK and wish to Career Transition into contracting.My responsibilities at BITE include:• Report to and work closely with the Learning and Development Manager to help deliver core business services at BITE Consulting Group Limited• Work with the Learning and Development Manager to ensure effective management of BITE’s clients through the process of behavioural change involved in their job search, telephone and interviewing approach• Deliver the company training modules and facilitate workshops to a variety of clients, IT / financial professionals at all levels of seniority, who use BITE’s services.• Risk management: complete training and CV risk assessment form whenever necessary, ensure appropriate actions are taken. This includes risk monitoring and mitigation and acting as a risk owner when needed • Interview and select potential candidates each day completing all documentation. Assess candidates’ suitability for the contracting market; establish their motivations in order to match BITE’s services to their needs. • Participate in weekly Client Assessment Meetings to assess clients’ progress, share the results of coaching interventions with the team and agree on action points for the week ahead • Work with the L&D Manager and business leaders to establish and utilise a range of techniques aiming to ensure client buy-in and on-going utilisation of the BITE method • Deliver New Starter induction module• Arrange and complete initial progress reviews Show less

Office Administrator

• Aug 2014 - Jun 2016

- Organise company membership scheme- Publicise company news and social events with BITE staff, contractors and suppliers- General support to the team and contractors- Provide ad hoc administrative support to the training team and project support to the Director- Do weekly mail out’s to advertise and market contractors CV’s.

Office Administrator

• May 2013 - Jul 2014