Experience

District Technologies

• United Kingdom
• Real Estate
• 1 - 100 Employee

• Senior Customer Success Manager

  • Feb 2020 - Present

  Managing a portfolio of enterprise clients across the UK, Europe, Asia, USA, and Canada totalling 12,000,000 ft.2 Increasing the lifetime value of clients through upselling, expansion and upgrades. Creating and delivering a customer onboarding process that is focused on taking clients through the shortest path to value (ROI) as soon as possible. Close collaboration with customers to ensure that the product is launched effectively into their business. A high-touch product expert willing to understand, prioritise, and generalise requests from customers that can be turned into product features that positively impact other clients. Calculating the periodic health and providing health checks of (at least) key accounts Customer advocacy in the form of internal NPS surveys, external reviews, a case studies Working closely with the data team to analyse existing data while also developing new metrics to provide greater insight to clients. Delivering ideas and findings clearly and concisely to internal and external stakeholders at all levels of seniority. Show less



XLN | for small business

• United Kingdom
• Telecommunications
• 200 - 300 Employee

• Sales Trainer & Development Coach

  • Sep 2015 - May 2019

  Developing and delivering time sensitive training to new starters across a diverse set of roles. To review the effectiveness of Sales Training and Coaching provision against company requirements, in terms of the appropriateness, quality and level of that provision. Employee Onboarding- helping new hires adjust to social and performance aspects of their new jobs quickly and smoothly and learn the attitudes, knowledge, skills and behaviours required to function effectively within an organisation. Responsible for all soft skill and sales coaching within the sales division, ensuring that their skills and knowledge are enhanced to maximise conversion, sales and revenue in line with company values. Working closely with the Head of Sales Performance and Senior Sales Management team, delivering Sales KPI s targets through planning and managing all contact centre activities to meet agreed company targets. Customer ambassador responsible for the delivery of exemplary levels of service and support to both internal and external clients. Show less



Listen

• Brixton

• Training and Recruitment Manager

  • Jun 2013 - Sep 2015

  Developing and delivering time sensitive training to new starters across a diverse set of campaigns. Managing a team of recruiters and working collaboratively with recruitment agencies and fundraising managers to ensure all fundraising remains supporter focused while still driving conversion, retention, and in house recruitment figures. Developing and delivering training based on needs identified through call listening and leasing with QA. Mystery shopping with recruitment agencies and fundraisers. Driving conversion, retention, and in house recruitment figures. Show less



Pell & Bales

• Kingston/Old Streer

• Senior Campaign Manager

  • Nov 2007 - Jun 2013

  Managing a team of telephone fundraisers by setting objectives, review/121 meetings, appraisals, training and performance. Working alongside Quality and Account Management to implement quality checks and ensure feedback is delivered to ensure an improved supporter journey while driving conversion, contact rate and average gift. Completing and delivering meaningful reports to timescales to internal/external clients. Building alliances and maintaining effective relationships within own sphere and across the organisation. Show less