Manager of Customer Success

• Jan 2023 - Present

Enboarder creates better human connections in your organization, inviting engagement and building alignment along every step of the employee experience - from onboarding to learning and development, performance management, career growth, organizational change, and every moment and milestone along the way.Enboarder cuts through the noise of daily communications and elevates the things that matter most in your organization with interactive, actionable nudges that drive behavior, spark joy, and nurture your culture of connection and belonging. Show less

Interim Manager, EMEA Customer Success Managers

• Sep 2022 - Jan 2023

Customer Success Team Lead

• May 2022 - Sep 2022

Customer Success Manager

• Apr 2021 - May 2022

Customer Success Manager

• Oct 2020 - Apr 2021

- I was hired to increase Customer Success capacity during busiest season for GTI as well as consult on valuable Customer Success strategies for a newly developed team. - I immediately added value as from day one I was working with clients and over a few months I have amassed a portfolio of 35 clients such as Deloitte, Bloomberg, and Credit Suisse. Across my clients I work with numerous stakeholders and ensure that everyone’s needs, and expectations are met, if not exceeded. - Despite being on a fixed contract I have been asked to join projects that form part of GTI’s ‘Good to Great’ scheme where various elements of the business are improved. Here I have been able to bring a fresh perspective and question the status quo of many activities run by the business. Show less

Customer Success Manager - SaaS & Media

• May 2019 - Oct 2020

Day to day responsibilities - Specialist on the RMP Connect, Software as a Service (SaaS) product. I quickly became the expert for the product meaning I was responsible for carrying out pre-sales product demonstrations, full training sessions to new clients and users as well as maintaining excellent relationships with current users and keeping them abreast of product updates and new features. - Campaign management across its whole lifecycle. This saw me consulting clients on how to run effective campaigns through analysing data and looking back on previous campaigns to judge how to maximise each clients campaign. At the end of a campaign, I would compile an end of campaign report and look at a client’s targets to examine what can be done differently in future campaigns to further the effectiveness of each campaign. - Project Management. Planning and executing projects for both internal and external stakeholders. Throughout the project I ensure that it is on track to meet all targets and carry out any refinements to the plan to ensure maximum efficiency and productivity. Achievements - I achieved an average customer satisfaction rating of 9/10 across all my RMP Connect clients as well as 4.3/5 across all media campaign clients. These were achieved through building strong relationships, high calibre of work as well as meeting or exceeding the targets set by my clients. - Whilst working on the company’s largest revenue client, I was able to reach 352% of a client’s target during their campaign. The campaign lasted 4 weeks and the target was to receive 500 entrants to an online competition. Through effective use of RMP Connect I was able to meet the clients target during the first week, and from then on we worked on focusing in on further target areas such as the diversity of those who enter the competition. - Successfully transitioned all RMP Connect clients between two communication systems. Show less

Customer Success Manager - Membership & SaaS

• Oct 2016 - May 2019

Day to day responsibilities - Recruit new paying members through exhibiting at industry events, email campaigns, networking and ensuring there is always a healthy pipeline of potential members - Ongoing engagement of my 250 existing members globally (Predominantly UK, Australia and New Zealand) - through CompTIA events, updating them of relevant new resources and tracking their usage to identify poor utilisation of benefits - Maintain membership numbers through a comprehensive renewal strategy which consists of both phone and email campaigns to ensure the minimal number of memberships are not renewed Achievements - Spearheaded awareness, deployment, and support of CompTIA’s SaaS Cyber Security training platform, which lead to increasing a revenue stream which previously had been very low as well as securing repeat custom. - I met my 2017 recruitment and retention target for members in the UK despite CompTIA moving towards a free access model for a large percent of content which used to sit behind a paid firewall - I have carried out several public speaking engagements which covered differing styles including extended sales pitches, educational and hosting webinars. The highest number I have spoken in front of was over 200 IT professionals at SolarWinds MSP’s UK Conference in Edinburgh. This presentation prompted a large number to engage with the CompTIA stand and sign up for paid membership - I have created and improved processes making day to day jobs more time efficient. These include a FAQ and step by step setup guide for a key membership benefits as well as a comprehensive 3-month plan for event recruitment. Show less

Assistant Manager

• Jan 2015 - Jul 2016

Day to day responsibilities - Manager on duty – responsible for the day to day operations and decision making in a fast-moving, dynamic and time sensitive environment. - Ownership of staff training along with setting development targets for the whole team through identifying gaps and arranging both internal and external training sessions. - Event planning – organising and overseeing events with aim to increase footfall, awareness and revenue. - Quality control – ensuring that staff were fulfilling their duties to a high standard and providing a high level of customer satisfaction at all times and in all areas. Achievements - My training plan for staff was pivotal in taking the Yew Tree from a 1 to 2 Rosette pub. Through identifying gaps in knowledge and skills I was able to ensure all staff were constantly learning and improving, which was instrumental in the pub earning 2 AA Rosettes. - Whilst at the Admiral Codrington I organised, ran and hosted a beer and cheese pairing evening, to which I invited social influencers and lifestyle bloggers. The event saw 25 people attend the pub most of which had never visited before and increased our social media traffic considerably. This in turn boosted footfall in the pub. Show less

Cashier

• Jul 2014 - Jan 2015

Working as a cashier for G4S daily tasks included dealing and processing millions of pounds worth of cash. Working hard to meet strict deadlines as well as being trustworthy were two attributes that I utilised in this role. Working as a cashier for G4S daily tasks included dealing and processing millions of pounds worth of cash. Working hard to meet strict deadlines as well as being trustworthy were two attributes that I utilised in this role.

Bar Staff

• Jul 2013 - Jul 2014

This job has enabled me to learn how to manage a busy bar whilst at the same time waiting on guests. Dummer Golf Club hosts many functions including weddings so I learnt how to conduct myself and work in stressful conditions whilst still providing impeccable service. Waiting for high profile events such as weddings taught me to keep a smiling even when the pressure of the job is very high and not to drop the level of service that gets provided. This job has enabled me to learn how to manage a busy bar whilst at the same time waiting on guests. Dummer Golf Club hosts many functions including weddings so I learnt how to conduct myself and work in stressful conditions whilst still providing impeccable service. Waiting for high profile events such as weddings taught me to keep a smiling even when the pressure of the job is very high and not to drop the level of service that gets provided.

Bar Staff and Supervisor

• Apr 2011 - Jun 2014

This job taught me to work effectively as part of a team and to constantly be on the lookout for jobs which need doing. Keeping up the cleanliness of the bar and clearing of tables of empty glasses and other rubbish was paramount to try to keep up the appearances of the establishment. During busy periods I had to rank the jobs that needed doing in order of importance to maintain good customer service as well as the smooth running of the bar. Through gaining experience within this role I moved from being a casual member of staff, to core and on occasion to leading shifts. Leading shifts included responsibilities including cashing up, managing a team of 5 staff, opening and locking up and stock control. Show less

Conference Assistant

• Aug 2012 - Sep 2012

As a conference assistant I was one of the faces of the conference centre and therefore had to conduct myself in a way which reflected well for the centre. Part of my duties was to set up and run a conference bar for guests; this included stock control, serving drinks and cashing up at the end of a shift. Other duties included heavy lifting as rooms needed to be set up for the individual needs of the guests.

Work Experience in Town Planning

• Jan 2014 - Jan 2014

This work experience will give me an insight into planning regulations, in specific flooding. I will work alongside planners and observe and aid them whilst they are assessing areas at flood risk. I will also learn about how observations and site surveys are then used throughout the application process. This work experience will give me an insight into planning regulations, in specific flooding. I will work alongside planners and observe and aid them whilst they are assessing areas at flood risk. I will also learn about how observations and site surveys are then used throughout the application process.

Vice President

• Mar 2012 - Mar 2013

Being elected Vice President of the JCR saw me represent over 400 students’ views at high level meetings that were able to control how the college was run. It also saw me take position as a trustee of a charity with turnover in excess of £80,000. This position of trustee meant that I was legally responsible for the charities actions and so this meant that I developed a strong eye for detail as if certain rules and procedures weren’t followed legal action could be taken against the charity. The role also included overseeing and delivering a portfolio of projects, encompassing financial, legislative and political issues. This role also taught me how to develop professional working relationships with members of staff who had a large amount of power with regards to decisions that could impact student life within the college. By developing good working relationships I was able to make sure that the student’s voices were heard and listened to when developing strategic developments within the college and the JCR. Show less

Temporary General Assistant

• Jul 2011 - Sep 2011

The role of a Temporary General Assistant entitled large amounts of admin work for the examination board. This admin included filing, preparing and compiling large volumes of letters as well as computer based admin. Whilst in this position I learnt how to focus on my own job whilst those around me were doing different admin tasks. It also taught me the importance for precision when carrying out administrative tasks. The role of a Temporary General Assistant entitled large amounts of admin work for the examination board. This admin included filing, preparing and compiling large volumes of letters as well as computer based admin. Whilst in this position I learnt how to focus on my own job whilst those around me were doing different admin tasks. It also taught me the importance for precision when carrying out administrative tasks.

Checkout Assistant

• Oct 2009 - Sep 2010

Whilst working as a checkout assistant I developed my skills of customer service including resolving customer complaints and maintaining the company’s image. I have also learned cash handling and taking credit and debit card payments. I was able to deal with large volumes of customers without diminishing the quality and personal nature of the service. I was fully till trained and was able to adapt quickly to changes in the till software. Whilst working as a checkout assistant I developed my skills of customer service including resolving customer complaints and maintaining the company’s image. I have also learned cash handling and taking credit and debit card payments. I was able to deal with large volumes of customers without diminishing the quality and personal nature of the service. I was fully till trained and was able to adapt quickly to changes in the till software.