My role at Centrality was to act as the voice of both potential and end users to constantly improve their overall experience interacting with Centrality products and services.

* Managing and leading our Design and Customer Success Teams to complete both professional service packages and custom projects* Creating and implementing process to ensure optimal workflow* Strategising and tiering customer segments based on target markets and ROI* Acting internally on behalf of client accounts who I have been assigned to * Gathering, prioritising and refining customer feedback to improve customer experience with the Putti product* Implement both subscription and professional services pricing changes across different channels and process to support this* Provide valuable recommendations for Marketing and Sales teams* Pro-actively work with customers to enable them on the Putti platform and reach a a Desired Outcome for the Onboarding phase of the Customer Lifecycle* Create and manage a professional service structure to enable the Success of our customers using tools such as Quarterly Business Reviews* Identify ways in which the Putti Product can be utilised to ensure the success of our clients* Recommend ways in which the Putti platform can be used to market to our clients customers using push notifications, social media, loyalty and e-commerce.* Help clients pinpoint a Digital Strategy for their business* Project manage relevant projects* Provide best practice to both Design and Customer Success teams for customer interaction and enablement

* Communicated with both Advisers and Direct Farmers who use Figured software to pinpoint and resolve both technical and user related issues* Became familiar with and utilised Intercom's software platform to implement a Customer Engagement Strategy for the Onboarding and Adoption phases of Customer Lifecycle * Provided best practices to customers regarding Figured's software platform* Acted as the customer’s internal advocate* Provided valuable recommendations for Marketing and Sales teams

* Development and execution of Customer Success Manager Training* Provided ongoing product knowledge and training to my team of CSMs on product updates and new features* Helped CSMs to deliver an amazing experience to their customers* Assisted with the continuous learning and development of CSM members by coaching, one on one meetings and being a go-to person* Proactively worked with clients and internal teams to ensure successful customer onboarding* Maintained a deep understanding of the Software product snd services* Provided best practices to CSMs regarding POS use* Acted as the customer’s internal advocate* Identified industry best practice and how the software could be leveraged to implement these practices for Customer Success* Provided valuable recommendations for marketing and sales* Contributed as part of the wider team to achieve organisational objectives* Project managed all of my projects

* Ensured that my work was making the life of the retailer easier* Acted as the primary contact point of contact for assigned accounts after activation* Maintained frequent voice and email contact with assigned customers* Served as an escalation point for customer issues that would impact their success* Maintained a deep understanding of the software product and services* Provided best practices to customers regarding POS use* Acted as the customer’s internal advocate* Identified industry best practice and how the software could be leveraged to implement these practices for the customer’s success* Provided valuable recommendations for Marketing and Sales teams

* Store operations including scheduling and assigning employees* Maintained staff by hiring and training accordingly* Maintained store and staff results through coaching, praise and discipline* Assigned target breakdowns to staff determined by monthly budgets provided by head office* Merchandising store apparel* Contributed to sales results as part of a team* Identified current and future customer requirements by establishing rapport with potential and actual customers* Stock control management

* Involvement in Stock Control * Assisting customers with finding what they are looking for and making appropriate recommendations* Merchandising* Store presentation* Confident and polite manner* Balancing and closing the register* High level of personal appearance and presentation