Outline:As the Head of Customer Success at Ryno, I lead a dynamic team dedicated to ensuring our customers achieve maximum value from our products and services. My role encompasses strategic planning, team leadership, and hands-on customer engagement to drive retention, satisfaction, and growth.Key Responsibilities:- Develop and implement customer success strategies aligned with company goals, focusing on improving customer satisfaction and retention.- Lead and mentor a team of customer success managers and support staff, fostering a customer-centric culture and driving continuous improvement.- Build strong relationships with key customers, understanding their needs and challenges to deliver tailored solutions that drive success.- Establish and monitor key performance indicators (KPIs) to track customer success and team performance, using data to inform strategic decisions.- Work closely with sales, marketing, product development, and other departments to ensure a seamless customer experience and address any issues proactively.- Identify opportunities to streamline processes and implement best practices to enhance efficiency and effectiveness in customer success operations.- Compile and present the weekly forecast to the Executive team on invoiced sales performance against budget.- Act as the voice of the customer within the organisation, advocating for their needs and contributing to product and service enhancements.

Outline:Guiding, coaching, and nurturing the Sales and Customer Service teams to drive revenue growth and strengthen the company's brand through effective management of customer relationships, strategic sales initiatives and after sales. Developing and implementing sales plans, fostering key partnerships, and ensuring customer satisfaction.Key Responsibilities:- Planning and co-ordinating the daily activities, tasks, and priorities of the sales and customer service departments.- Spearheading efforts to enhance departmental operational efficiencies through continuous improvement initiatives, optimising resources, processes, and systems.- Collaborating closely with the Sales Director to establish and execute team KPIs and objectives.- Leading by example, ensuring the team consistently meet KPIs and maintain exceptional customer service standards.- Providing hands-on coaching to team members to achieve key metrics, identify sales opportunities, and foster customer retention.- Addressing customer feedback and issues promptly, ensuring swift and satisfactory resolutions.- Successfully implementing telephony and CRM integration to maximize sales opportunities, enhance customer experiences, and improve dashboard metrics and reporting.- Managing team recruitment, onboarding, and training of new hires.- Developing and integrating departmental Playbooks to streamline operations.- Implementing comprehensive training and development programs for the team.- Ensuring strict adherence to processes and procedures.- Playing a pivotal role in people management and the development of the entire team.- Presenting accurate dashboard reporting and insights during monthly business review meetings with the Executive Team.- Compiling and presenting the weekly forecast to the Executive Team on sales performance against budget.- Acting as a flexible resource to support various team functions during peak workloads.

Outline:Managing relationships with customers and service partners to build the brand and the business. Championing and managing new projects to create stronger partnerships. Building the organisational network by through-targeted outreach and strong project planning. Liaising with partners to solve issues, communicate needs and create synergy.Key Responsibilities:- Developing and implementing strategic sales plans that expand a company’s customer base and solidify its presence- Achieving growth and hitting sales targets by successfully managing projects and by assessing the opportunities to add value and mitigate risk to the programme and budget for the customer- Establishing productive and professional relationships with key personnel in assigned customer accounts- Building and promoting healthy, long-lasting customer relations by partnering with them- Developing and implementing new sales initiatives, strategies and programmes to capture key demographics - Providing daily reports of field sales success and communicating the Voice of the Customer (VOC) data to superiors.

Outline:Overseeing new business development, driving revenue and positioning the Company as the supplier of choice over competitors. Key Responsibilities:- Managing both existing sales pipeline and developing new business opportunities- Taking a lead role in the development of proposals and presentations for new business materials to create and nurture business opportunities and partnerships- Identify trends and customer needs, building a short/medium/long-term sales pipeline in accordance with targets- Develop strategies and positions by analysing new venture integration- Assist in the co-ordination and implementation of marketing strategies, and delegate tasks that achieve strategic goals- Motivate the team, track performance, and report metrics

Outline:Working as the commercial lead for a 94 unit housing development forming part of a larger 800+ unit multi-phase masterplan within a historic Brownfield site in Aberdeen City. Managing all project communications, drafting and reviewing key commercial reports, and presenting the monthly valuation to the regional and divisional Board of Directors.Key Responsibilities:- Ensure the Company has achieved its stated objectives.- Chief responsibility for managing cost and relaying communication for project status updates to all stakeholders.- Settling accounts and disputes.

Outline:Working as the lead assistant for all small projects and acting as an active member of the large projects team. Managing all project communications and assisting in the drafting and reviewing of key documentation.Key Responsibilities:- Seconding the Senior Quantity Surveyor to ensure the Company has achieved their stated objectives.- Covering for the Senior Quantity Surveyor during periods of sickness or annual leave.- Assisting in the drafting and reviewing of financial reports.

Outline:A 2 year multi-discipline graduate programme involving six, two-month rotations, designed to give an all-around insight into the business under the mentorship of the divisional Managing Director followed by a year in a chosen discipline.Key Responsibilities:- Completing all rotations and reporting progress to the divisional Managing Director on a bi-monthly basis.- Ensuring all objectives set during rotations were met/ exceeded.- Logging my professional development and reporting back to Group.