Senior Customer Success Manager, UK Enterprise

• Apr 2020 - Present

Current High Touch Success Manager at Slack, responsible for our UKI Enterprise business. Currently managing a BoB valued around $3 million. Previously worked as the first Mid Market Slack Success Manager for the UKI, tended to a BoB of $15million with a 98% renewal rate. Additional success through initiatives: - Created the current EMEA wide portfolio segmentation framework, used by over 50 CSMs across our EMEA team. - Created processes to asynchronously manage our customer base, through automation at scale on Slack, always linking back to prioritisation - Mentor many junior colleagues internally, supporting them on maximising their role within the CS function at Slack. - Helped to sell the first ever Slack Services deal within our MM space in EMEA - Provided managerial cover during extensive annual leave periods Slack Admin certified: https://verify.skilljar.com/c/qx5erxu69ymc Show less

Customer Success Manager, Mid Market

• Dec 2017 - Apr 2020

Portfolio Success Manager at Salesforce, helping to maximise customer potential. I manage key CBU accounts such as Stella McCartney, PGA European Tour, Everton FC, Which?, Formula 1, etc. with a total managed portfolio spend of just over 15 million.My role allows me to work very closely with customers to help them to gain the best ROI possible from their use of Salesforce. One of my key objectives is to work with customers on their short to long term goals are as a business and how I can assist them to meet these goals, to which I partner with C-level management, key decision makers, and so on.One of my main focuses is retention. I manage a large number of renewals every year and strive to ensure that customers are in a healthy position and happy with how Salesforce is helping to meet their business objectives. In addition, I also align very closely with sales to working together on growing our accounts. Show less

Associate Success Specialist

• Sep 2017 - Dec 2017

Freelance Data Analyst

• Jan 2017 - Aug 2017

Provided consultation on SPSS, helping clients to transform their data and capture valued insights. Provided consultation on SPSS, helping clients to transform their data and capture valued insights.

Management Teaching Assistant

• Sep 2016 - Jun 2017

- In a nutshell: Teaching Assistant for the MSBM and MSSM masters programs at DCU, facilitating and supporting student learning. - Management & Leadership: Manage a total of over 60 postgraduate students, maximising student output in line with core modules. - Project Management: Worked on multiple projects and tasks simultaneously. - Tutorials: Conduct tutorials on Excel and business information systems (SPSS and Tableau) for 1000 DCU business undergraduate students, and both masters programs, issuing regular assignments for grading. - Other Tasks: Conducting presentations in relation to the masters programs, Liaison officer, and sub co-ordinator for the MT118, MT217, and MT218 undergraduate programs within DCUBS. Show less

Consulting Project

• Feb 2016 - Aug 2016

 In a nutshell: My team of five Dcu students are to conduct a feasibility study for Enable Ireland to raise brand awareness with an overall objective of increasing monetary gain through their retail stores.  Deliverables: A report on the analysis of the current situation for Enable Ireland with recommendations that the client can implement to achieve their goal of increasing revenue.  Project & Sales Strategy: Review the client's current marketing strategy and who their customers are and the demand for their products and services via the retail unit and analyse their current sales strategy using the 4P’s.  Team Structure: Equal distribution of power, encouraging engagement and innovation.  Research: Secondary research into how other charity organisations have successfully reached consumers in different demographic markets. Look at the UK and Ireland.  Marketing: Analysing the market is an important indicator as it identifies growth, dynamic, customer preferences, competitors. Show less