Experience

Intoware

• United Kingdom
• Software Development
• 1 - 100 Employee

• Customer Success Manager

  • Feb 2023 - Present

  - Working in close partnership with customers to develop clear goals and milestones for the company and the customer to work towards, which drive value and return on investment for the customer - Promoting value in the product and solutions of the company, helping customers to learn and understand how the product can provide maximum value - Helping to create and deliver excellent training and onboarding processes to help customers to quickly understand and navigate their solutions -… Show more - Working in close partnership with customers to develop clear goals and milestones for the company and the customer to work towards, which drive value and return on investment for the customer - Promoting value in the product and solutions of the company, helping customers to learn and understand how the product can provide maximum value - Helping to create and deliver excellent training and onboarding processes to help customers to quickly understand and navigate their solutions - Building excellent relationships with customers to be a mentor and trusted partner of the customer - Working alongside the sales team to analyse new opportunities within the customer base and help to convert those opportunities - Reviewing customer complaints and concerns and seek to improve the customer experience - Proactively analysing customer needs in order to drive new uses and further deployment of the solution - Acting as an advocate for the company’s customers internally, helping the product development teams to prioritise and deliver the best possible value to customers - Evaluating and analysing customer data and health, working with the management team to identify where customers may be unhealthy and in need of further support - Being an internal customer advocate, communicating customer feedback to the business to influence change - Delivering engaging presentations and product demonstrations. Assisting customers with Workflow builds - Managing customer support requests and be a driver for completion and resolution, with respect to performance of SLAs - Managing customer relationships including the renewal process for allocated accounts.

• Customer Experience Support Specialist

  • May 2021 - Feb 2023

  working from home - Setting up new customers/accounts and providing training and technical onboarding. - Providing technical support and problem-solving for customers and partners and liaising with the development team for resolutions. - Helping customers digitise their processes/workflows using the SaaS product tools. - Helping to produce and analyse customer usage reports, insights and updates in order to help improve understanding, usage profiling, action planning and engagement with prospects… Show more - Setting up new customers/accounts and providing training and technical onboarding. - Providing technical support and problem-solving for customers and partners and liaising with the development team for resolutions. - Helping customers digitise their processes/workflows using the SaaS product tools. - Helping to produce and analyse customer usage reports, insights and updates in order to help improve understanding, usage profiling, action planning and engagement with prospects (during trial) and customers. - Working with the Head of Customer Experience on continual improvement strategies to improve the customer experience. - Supporting sales through setting up and managing customer trials including providing workflow design, user training, producing usage reports, analytics and insights. - Supporting sales activities such as online and customer-facing demonstrations, workshops and events. - Assisting in training partners and product resellers to perform the required customer experience for their end customers - Building basic integrations with analytics tools such as PowerAutomate/Zapier that customers may require and working with the Data Science team for more complex requirements.



MedTech Markets Ltd

• Director

  • Sep 2015 - Sep 2023

  Arundel



Agent Design

• United Kingdom

• Customer Services Manager

  • Sep 2016 - Dec 2020

  Working from home Processing telephone orders. Customer service advice. Dealing with email and web enquiries. Recruiting, onboarding, training and management of remote Customer Services Team Dealing with appraisals and work review Managing orders - stock checks/warehouse liaison



HT Supplies Ltd

• Field Sales

  • Sep 2015 - Aug 2016

  Chichester Sales. Customer service. Account Management.



Espicom Business Intelligence

• United Kingdom
• Book and Periodical Publishing
• 1 - 100 Employee

• Key Account Manager/Senior Telesales Executive

  • Aug 2006 - Jul 2014

  Chichester • Identifying target companies and individuals by industry area, function and region • Managing international territories, ranging from China to the US, with responsibility for growing new and existing accounts with national and multinational pharmaceutical and medical device clients • Preparing and pitching pharmaceutical and medical technology information solutions -- by telephone, email, online demonstration and face-to face -- to existing and prospective clients • Management and… Show more • Identifying target companies and individuals by industry area, function and region • Managing international territories, ranging from China to the US, with responsibility for growing new and existing accounts with national and multinational pharmaceutical and medical device clients • Preparing and pitching pharmaceutical and medical technology information solutions -- by telephone, email, online demonstration and face-to face -- to existing and prospective clients • Management and growth of high-value existing annual contracts • Excellent product and industry knowledge and a keen appreciation of current issues and challenges clients face • Building excellent relations with internal editors and analysts, providing an effective channel for taking and responding to client information requests and queries, providing a regular flow of feedback to those responsible for existing and new product development • Representing company at international exhibitions and conferences. • Outbound sales calls and pitching information solutions

• Manager e-Commerce & Partner Relations

  • Dec 2004 - Oct 2006

  Tangmere, England, United Kingdom Developing and producing web-based content promoting over 200 healthcare information products ● Responsible for affiliate relationship development and management; ensuring the information services enjoyed a strong share of voice over reseller channels. Fielding information and sales enquiries from partner companies. ● Producing and presenting monthly e-marketing analytics reports and weekly newsletters.



Ft Interactive Data Corp

• United States
• Financial Services

• Project Administrator & Coordinator

  • Mar 2001 - Nov 2004

  London, England, United Kingdom Provision of admin support for four senior project managers and a team of 20 software developers ● Set up and maintenance of databases for weekly timesheets and software library ● Project planning ● Creation of and maintenance of intranet using HTM, Dreamweaver and Fireworks ● Planning and coordination of team-building events.



ComputerAid

• Italy
• IT Services and IT Consulting
• 1 - 100 Employee

• Project Administrator

  • Aug 2000 - Mar 2001

  Borehamwood, England, United Kingdom ● Booking and monitoring of engineers ● Managing, costing and tracking projects ● Telephone enquiries ● Generating invoices ● Taking minutes at meetings



Medeva Pharmaceuticals Inc

• United States
• Biotechnology Research

• Clinical Trials Adminstrator

  • Jan 1995 - Jul 2000

  Leatherhead, England, United Kingdom ● Good Clinical Practice (GCP) compliance ● Production and management of company Standard Operating Procedures ● Compilation of documentation for regulatory submissions.