Senior Customer Success Manager

• Apr 2021 - Present

In this job role,I've played a significant role in overseeing customer usage and metrics to efficiently track adoption and redefine our product vision. I've had the privilege to direct strategic annual reviews, showcasing value through live demonstrations and proposing new strategies directly to C-level executives. My involvement in representing the customer's perspective in coordination with our Product and DevOps teams has helped identify core features for further platform development. Collaborating with the sales team, I've navigated discussions related to enterprise renewals, ensuring seamless transitions. Using my precise forecasting skills, I've evaluated the health of our enterprise portfolio and communicated key insights to the board. It's been a rewarding journey of driving impact and growth within our organisation.My key contributions:• Reduced potential risk across enterprise portfolio by proactively taking measures.• Elevated strategic portfolio from $40 million to $80 million through development efforts.• Yielded positive outcomes by offering tactical, operational, and strategic support for enterprise portfolio.• Optimised internal efficiency and costs by providing regular technology and product reviews.• Improved customer satisfaction and retention by enhancing value for other tiers.• Drove internal digital transformation projects through continuous assessment of suppliers and technology. Show less

Customer Success Manager

• Apr 2019 - Present

During this tenure,I've taken the lead across all aspects of service delivery within my assigned accounts. This encompassed owning SLAs, measuring performance, conducting monthly service reviews, and providing post-incident care during major incidents. I served as go-to escalation point, ensuring client satisfaction and issue resolution.In addition, I've crafted tailored account plans while exploring opportunities for account growth and development. I've executed Metapack-related projects, guaranteeing availability of necessary commitments and resources.At the forefront of relationship management, I've chaired regular account quarterly business reviews, actively contributing to the dissemination of best practices. This strategic approach has positioned our business as a natural provider of strategic solutions.I've leveraged feedback from our Platinum Plus Customers to refine our products and services, ensuring we remain in tune with their needs. My key contributions:• Enhanced customer engagement/success by cultivating beneficial relationships with pivotal decision-makers across relevant functions; operations, IT, e-commerce, and purchasing, spanning all levels of seniority, including board.• Administered portfolio of over 40M in customer revenue.• Implemented Post Incident Management Process across UK and European teams.• Maximised overall efficiency by supervising design, construction, and conversion of technical projects within enterprise portfolio from INX to AWS, facilitating onboarding of all internal departments.• Led customer migration from MS Dynamics to Salesforce, ensuring seamless preservation of data and requirements, while meticulously documenting crucial enhancements and customer feedback.• Configured software platform as per customer specifications and addressed technical issues raised by customers by engaging with engineering and development team. Show less

Senior Customer Success Manager

• Oct 2018 - Mar 2019

Here, I provided essential leadership and strategic guidance during critical international client engagements. Through these interactions, I've nurtured trusted relationships, consistently exceeding client expectations. In realm of product management, I've contributed by defining and analysing metrics, providing valuable insights into success of our offerings. This involves shaping product strategies and roadmaps, where I've skillfully integrated data, research, and market analysis to drive innovation. Within operational landscape, I've overseen entire cycle of the major incident process at ONZO, ensuring comprehensive and effective approach to incident management. Additionally, I've conducted in-depth analyses of our business performance, capturing crucial insights. These insights have been translated into detailed reports that I've presented to senior management teams, facilitating informed, evidence-based decision-making. My key contributions: • Oversaw portfolio of more than 25 million in revenue with effectiveness. • Developed top-tier products with cross-functional team comprising business stakeholders, engineers, and designers. • Raised revenue and account growth by driving upsell opportunities into ONZO's existing client base. • Facilitated onboarding of new clients into company, establishing uniform/standardised processes across all clients. • Ensured successful digital transformation outcome delivery as accountable DM on multiple complex projects and programmes covering technical delivery (migration, data, software engineering). • Delivered optimal solutions that bring digital journey to life through deep comprehension of intricate client business objectives and projected future requirements. • Increased productivity, efficiency, and visibility across entire customer success function along with leadership to implement new software tools. Met performance and operational efficiency goals by managing key planning sessions. Show less

Head of Service Delivery

• Mar 2018 - Oct 2018

As Head of Service Delivery at NHSP I led Client Management activity in the locality including the day-to-day operations of the business, gaining the confidence of clients, and supporting the overall delivery of the business objectives of NHS Professionals Championed onboarding of senior management, leading teams of up to 30 senior professional level executives across 2 commercial sites Managed two sites for the Kings Cross NHS Trust Acted as a contract manager and owner of a 70+ million contract Successfully built and five teams across multiple sites; oversaw all recruitment, selection, onboarding, and training Created a successful internal onboarding process, including 1:1’s, and objective management Increased user engagement through effective Trust approved social media channels including LinkedIn, Twitter, and Facebook Performed in-depth analysis of user experience and user feedback and present detailed reports and case studies back to the Trust Provided support in the planning, implementation, and evaluation of existing and new NHS Professionals banks for all services Promoted and developed robust working relationships with internal/external senior nursing managers service and Executive Directors, to deliver NHS Professionals business plans Led two core digital transformation projects for Kings Trust Show less

Head of Customer Success

• Apr 2017 - Mar 2018

Senior Service Delivery Manager

• Oct 2016 - Mar 2017

Senior Account Manager

• Feb 2016 - Aug 2016

Service Delivery Manager

• Jul 2015 - Jan 2016

Senior Service Delivery Manager EMEA

• May 2014 - Jul 2015

In this position, I've been dedicated to delivering innovative and cost-effective business solutions aimed at mitigating risks and enhancing corporate compliance programs. I've taken note of the challenges inherent in managing a global compliance infrastructure and have effectively navigated time constraints to provide optimal support. My focus has been on assisting clients by offering secure and thoroughly tested programs. This approach ensures that our solutions not only meet compliance requirements but also provide a foundation of trust and reliability. My key contributions: • Implemented CSM function from the ground up with cross-functional teams and senior stakeholders, defining requirements and ensuring achievement of all objectives. • Attracted clients through referrals and recruiting industry experts. Show less

Senior Account Manager

• Sep 2012 - Sep 2014

Global Key Account Manager

• Jul 2011 - Jul 2012