Experience

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  Human Made

  • Senior Account Manager

    • Mar 2022 - Present

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  Communicator

  • Newcastle upon Tyne, United Kingdom

  • Senior Account Manager

    • Apr 2019 - Dec 2021
    • Newcastle upon Tyne, United Kingdom

    I work closely with a range of global businesses. These are both high profile and smaller growing companies. Key Account Management: Proactively working with customer accounts, leading campaign strategy and reviewing account performance with key stakeholdesWorking towards KPI’s: Identifying additional opportunities from increasing customer usage, introducing new products and services and penetrating additional departmentsTeam Lead: Leading the Campaign Services and Client Services Team to manage campaign implementation, strategies and tactics to make a real difference to customer email marketingMentoring: Work with junior AM’s and CSM’s with areas to grow and gain more experience. This includes putting a plan together, giving feedback and conducting regular meetingsManaging client expectations: Regular review meetings, via telephone or web conferencing, with each customer taking responsibility for their overall satisfaction and gathering feedback which is then inputted into the businessProject Management: Ensure customer projects are managed through to completion to a high standardReporting: Provide weekly forecasting and progress reports to The Account Director to manage budgetsRelationship Management: Engage with clients on a regular basis via email, phone and also face to face to gain valuable insight to develop and grow their accounts Time Management: Ensure tasks and activities are completed within an agreed timeframe whilst managing client expectationsRetention: Work to retain customers by negotiating commercials and servicesInternal Team Collaboration: Attend weekly meetings with various global teams and stakeholders to discuss company objectives, from sharing best practice to billing and forecastingCommercial Awareness: Maintain an in-depth knowledge of financials on all accountsGlobal outreach to wider team: Work with senior client services teams and global teams to achieve long-term goals and strategies for the business and revenue increase.

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  SaleCycle

  • Durham, United Kingdom

  • Account Manager

    • Aug 2017 - Apr 2019
    • Durham, United Kingdom

    As part of my role as an Account Manager, I was responsible for the following:• Maintain customer satisfaction• Exceed renewal targets & recognise growth opportunities• Invest in the performance of the team, the region and business overall• Ensure that CRM is kept up to date with accurate client statuses, and that all KPI metrics are reported accurately and in a timely fashion• Take responsibility for contract management• Consistently analyse and monitor (health check) campaign and client performance metrics• Take responsibility of financial performance of my clients• Use strong but subtle influencing skills to negotiate and close deals effectively.

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  FireText

  • Newcastle upon Tyne, United Kingdom

  • Enterprise Account Manager

    • Aug 2016 - Aug 2017
    • Newcastle upon Tyne, United Kingdom

    I managed many blue chip companies with their sms marketing campaigns. I ensure I provided outstanding support, guidance and advice where needed.Maintained relationships with stakeholders from all levels and working to client and personal targets.

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  Sage

  • Newcastle

  • Equality and diversity researcher and Technical Support

    • Sep 2013 - Aug 2016
    • Newcastle

    Managed projects whilst working with stakeholders from all levels to introduce diversity and inclusion to sage on a global level. Extensive experience in research and influencing teams with the vision to succeed. Alongside this, I have managed my own team , conducted 1 to1s and coaching. I have also supported businesses with Sage Accounts software from installation, set up and networking through to end user processing.

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  M&S Money

  • Bank Assistant

    • Jul 2012 - Sep 2013

    Maintained customer satisfaction and delivered a great customer experience to every customer. Worked towards tight deadlines to complete paperwork and process applications or requests whilst conducting meeting with customers. This is to ensure efficiency within the business and also follow company procedures.I am a systems expert within the bank and provide coaching to colleagues. I communicate any changes to the team and keep them up to date with procedures and processes. Conduct interviews and built good rapport with customers to gain understanding of needs and provide solutions or products which benefit them. Worked towards daily, weekly, monthly and annual KPIs both individually and as a team.

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  T-Mobile UK

  • Sales Assistant

    • Nov 2010 - Jul 2012

    Covered various stores for management and also to shadow and observe for best practice and training. This led to training the rest of the team and therefore increasing sales and service within the store.Team management, store management and key holder experience which included checking paperwork for audits and data entry for records and sticking to specific deadlines. Completed daily briefs and coaching new members of staff to ensure knowledge was maintained within the team. Maintained a good level of service; identified needs and built customer relationships. This was done through building good rapport with customers and working towards individual and team KPI’s which resulted in making company profit and achieving goals.

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  Barclays

  • Premier Sales and Service

    • Jan 2008 - Nov 2010