Experience

Clue Software

• United Kingdom
• Software Development
• 1 - 100 Employee

• Enterprise Customer Success Manager

  • Aug 2022 - Present

  Customer Success • Create and maintain customer facing success plans to work in partnership with senior customer stakeholders and system users • Meet with customers regularly to ensure strong Clue usage and satisfaction, using industry knowledge to partner with clients on achieving their long term goals • Check-in with the Clue Customer Experience team to ensure knowledge around support cases and issues to ensure there are no blockers to success • Participate in Clue evaluation workshops with customers to ensure ongoing success with how they use the product, which feed into regular business value reviews to senior stakeholders • Project manage new customer initiatives to bring on new functionality or teams, focusing on strong use cases and consultancy around best practices of case management and investigation • Manage the Voice of the Customer programme with customers to obtain their feedback on strategic direction for the product team • Create and participate in Customer communities (online and in person) to bring customers together and share industry best practices and share Clue usage approaches Retention and Growth • Work closely with senior management and sales teams to build long term account plans for customers that focus on customer strategy and success. • Proactively look for upsell and cross sell opportunities that benefits customers and working closely with sales • Lead the internal account team to bring together the right knowledge and skills to deliver on outcomes for customers • Work with customers to provide references and case studies for marketing and sales purposes, focusing on achieving customer outcomes Product • Use industry knowledge to build strong processes and use cases in Clue with customers • Stay up to date with product releases and communicate, train and support customers with new functionality • Provide input into the product roadmap based on long term customer needs Show less



Upland Software

• United States
• Software Development
• 700 & Above Employee

• Customer Success Manager

  • Aug 2018 - Jul 2022

  Reporting to the Director of Customer Success, the Customer Success Manager (CSM) is a subject matter expert in Voice of Customer programmes. The role is to support the on-boarding of new customers and the post-sales customer life-cycle as it relates to their adoption, on-going support, programme optimisation and expansion. The CSM is the main interface for all programme-related inquiries and builds relationships with all relevant stakeholders as a trusted advisor. Reporting to the Director of Customer Success, the Customer Success Manager (CSM) is a subject matter expert in Voice of Customer programmes. The role is to support the on-boarding of new customers and the post-sales customer life-cycle as it relates to their adoption, on-going support, programme optimisation and expansion. The CSM is the main interface for all programme-related inquiries and builds relationships with all relevant stakeholders as a trusted advisor.



Capita Pension Solutions

• United Kingdom
• Financial Services
• 400 - 500 Employee

• • Jan 2016 - Mar 2018

  Key responsibilities: - Lead and support the People Engagement Group (PEG) across at all office sites.- Keep motivation high, inspire and drive creativity within PEG. - Create, implement and continue to improve the business employee engagement strategy. - Sit on the engagement steering group as part of the leadership team, working directly with seniorleaders and the CEO. - Review and create action plans following employee engagement pulse survey results. - Provide consultancy on employee engagement at both divisional and group level. - Build and maintain relationships with key stakeholders to include HR, Internal Communications,Marketing, PEG Representatives and business leaders. - Support in the creation and delivery of clear and concise internal communication plans for the business. - Continue to promote business employee engagement initiatives, via PEG, with key stakeholders andsenior management. - Be a key contact for employee engagement in Capita Employee Benefits.- Promote the work of the Performance Development team to ensure that staff are aware of servicesoffered. - Responsible for creating and implementing the communication plans of the Performance Development team. - Work with company business areas to ascertain learning needs and organise design/delivery of learning solutions. -Carry out individual learning needs analysis/consultancy to find any gaps in knowledge or skill. Show less

• • Aug 2013 - Jan 2016

• • Feb 2013 - Aug 2013

  To assist the Head of Professional Development in the formulation, implementation and management of key projects and responsible for the overall direction, coordination, execution, control and completion of these projects ensuring consistency with company commitments and goals.

• • May 2012 - Feb 2013

  Main responsibilities include; analysing and segmenting individual training requests in view of coordinating in-house/public courses, management of the CII corporate account, supporting individuals undertaking professional qualifications and collation of Mi.



Bluefin - Page Closed

• United Kingdom
• Insurance
• 200 - 300 Employee

• • Feb 2011 - May 2012

• • Jan 2010 - Feb 2011

• • Mar 2008 - Jan 2010