Amy Bain Email & Phone Number

Marlow, Gb

Promoted to Head of Customer Experience, responsible for leading and defining Softcat's CX strategy and teams.

Responsible for shaping Softcat's approach to CX, working directly with key stakeholders across the Softcat business to develop and shape our continually evolving approach to CX. My aim is to ensure that we are focused on delivering exceptional customer service at all touchpoints throughout the customer journey, and that Softcat continues to be recognised as a market leader in customer experience. Responsible for the following CX projects: - Development of our Customer Success Practice including the implementation of CSM platform, Planhat- Design and implementation of our Voice of the Customer Feedback Programme with leading XM platform, Qualtrics- Design and roll out of a company wide 'CXcellence' Training Programme with L&D- Softcat Customer Advocacy Programme- Enablement of Partner CSM Programme delivery

After 6 months as MPS Service and Operations Manager I was promoted into the role of Solutions Support Manager, responsible for all non-sales functions across 6 specialist divisions including:- MPS (Managed Print Service)- DAAS (Device as a Service)- Lifecycle & Logistics- Collaboration- Connectivity- ISS (Infrastructure Support Services)As of August 2019 I am now also responsible for our Service Management team and head up Softcat's Customer Success programme. My current team consists of 15 operational team members who underpin the success of Softcat's market leading Solutions business, along with an additional 5 Service Delivery Managers. Key responsibilities include:- Day to day management of the operations business within Solution Sales.- Responsible for the growth and development of the sales operations business.- Training and development of the sales operations team.- Continuous improvement of process and procedures for internal and external customers.- Identifying and implementing best practices across all solutions teams both sales and operations.- Key involvement in the move to automation and systematisation.- Main point of escalation for all of solutions support.- Driving the CSM function within Solution Sales and sharing best practices between CSM teams and Service Management.

Marlow

After 14 months as MPS CSM I was promoted to the role of MPS Service and Operations Manager with a team of 3.Managed Print Service at Softcat gives our clients a greater level of visibility and control of their organisation’s print estate. Our service supplies the print hardware and wraps the most effective software around it for a bespoke and complete solution. The MPS team has a 99% customer satisfaction rating and is now Softcat's largest Managed Service division. Key responsibilities included:- Key contact for MPS customers and escalations once in BAU status.- Involved with project delivery and deployment of MPS Solutions.- Continual process improvement both internally for MPS and externally for our clients.- Day to day operational management of the CSM team and Project Delivery team.- Regular Service reviews for MPS clients to ensure high levels of customer engagement and satisfaction.- Analysing and reporting upon data from print management software, subsequently providing clients with key findings and recommendations for continual service improvement.- Helping our clients to optimise their print solution to ensure they achieve maximum savings and efficiencies throughout the lifetime of the contract.- Contributing to tenders to assist with the acquisition of new clients.- Training new members of the MPS team on process, solution deployment and service delivery.ITIL Certified December 2017.

After 3 months as MPS Service Delivery Executive I was promoted into the newly created role of Customer Success Manager. As the first CSM within Softcat, I played a key part in defining and creating the CSM role which has now been implemented in multiple teams across the organisation. Key responsibilities included:- Optimising experience and value at all stages of the customer journey, ensuring that customers realised the value of their investment through QBR's. - Working with the Specialist sales team to capture and deliver customer requirements, ensuring these were achieved during the lifetime of the contract-Responsible for driving all MPS renewals

Surrey, Uk

The Eventist Group is the power behind some of the UK's leading event services brands.Each year Eventist Group entertains more than 375,000 guests across 6 brands.I joined Eventist Group in June 2011, over a 5 year period I was promoted 3 times as per below:March 2016 - September 2016 -Senior Account Manager January 2015 - March 2016 - Senior Sales and Events ManagerOctober 2013 - January 2015 - Sales and Event Manager June 2013 - October 2013 - Event ManagerJune 2011 - July 2012 - Event Assistant (Placement Year whilst at University)During my time at Eventist Group I fulfilled multiple roles. Within the last 2 years as Senior Account Manager and Senior Sales and Event Manager my responsibilities included:- Strategic acquisition of new clients.- Account management of key corporate clients from initial proposal and tender stage, through to successful execution of their live events.- Structuring detailed proposals and costings tailored specifically to each client’s brief and budget.- Successfully planning and managing the event operationally on the day. This involved key stakeholder and supplier management and coordination of large teams of up to 200 people including Eventist Group managers, caterers, security, entertainment staff, event build and de-rig staff.The events I planned, coordinated and managed catered for up to 1,200 guest per night and included bespoke entertainment and seated 5 course menus.I played a key role in the following events: Paris Airshow, Farnborough Airshow, Royal International Air Tattoo, Cartier Polo, The Ideal Homeshow and numerous conferences, weddings and personal events in a variety of venues.Some of our key clients included: Boeing, John Lewis, Tableau, Accenture, Deloitte, M&S, Pandora, Sony, Rolls Royce, Aston Martin, Ernst & Young, NHS, BP, Camelot, SAP, TUI and many others.

Bournemouth, United Kingdom

I graduated from Bournemouth University having achieved a 1st in BA (Hons) Events Management. The research and findings from my dissertation were subsequently published in further educational papers. I acquired a wide range of skills whilst studying for my degree including; branding and marketing experience, knowledge of the consumer and target market, and a comprehensive understanding of the logistics and operational planning involved in the execution of a variety of events.Significant Areas of Expertise: Event Management, Marketing, Business Strategy & Leadership, Consumer Behaviour, Finance, Accounting and Small Business Management.

Bachelor Of Arts (Ba), Event Management, 1St With Honours

A Levels:, English- A, Geography- A, Art- B, General Studies- B.