First CS hire, responsible for creating and leading the CS/support function, working with partners, and managing 30 accounts with an ARR of £400k. • Successfully leading and motivating the 2 man CS and support team, ensuring clients are onboarded efficiently, supported adequately and SLAs are hit leading to a 94/100 CSAT score.• Developing a scalable framework for streamlined onboarding and lifetime management, with a focus on turning those clients into Level advocates and successful renewals achieving a 93% renewal rate.• Creating a Customer Success strategy to align with the ever changing needs of the business, implementing things like auto onboarding, awareness campaigns, automation, and QBRs to increase product adoption and product stickiness.• Identified and led on the development of a data analytics strategy to ensure that we and our clients are leveraging data to drive actions, and understand how Level is being used.• Constantly seeking out how we can improve and streamline our product, working with multiple teams to successfully develop and implement new features and improvements, often arising from client feedback and suggestions.

Oversaw the activation, adoption, retention and growth of 40 Mid-Market and Enterprise clients.- Trained and managed all junior CSEs, including regular catch ups, call reviews, training sessions, and performance reviews.- Led extensive kick-off calls to map out the implementation project timeline, establishing feature adoption goals/timelines, KPI’s and key success goals, ensuring that our targets are aligned, and each journey is tailored to the clients expectations.- Conducted QBRs, personalised training, Q&As, data validation, and feature exploration sessions to make sure that our clients are getting the most out of Fixfo, are on track to achieve their goals, and addressing any potential issues early to reduce the risk of churn.- Worked closely with our Sales, Product, and Marketing teams, acting as the voice of the customer to ensure that we are building a great customer-focused product and providing aligned experiences throughout our customer lifecycle.- Identified possible upsell and cross-sell opportunities within my portfolio, qualifying the leads and conducting product demos/reviews before handing them over to the sales team.- Owned the creation and implementation of a new ad hoc and at-scale client journey/process for our Mid-market clients after an internal re-segmentation.- Responsible for creating personalised success and adoption plans using our customer success software once a client is live; ensuring check-ins, reviews, and client health scores are monitored to ensure contracts are renewed.

Managed the onboarding of new clients and proactively handled the customer journey for over 90 accounts simultaneously.- Reviewed existing processes and implemented new versions of webinars, welcome packs, surveys, and re-engagement campaigns to streamline the process and drive engagement.- Responsible for handling all client data, this includes auditing, amending, and uploading as well as managing the setup of all integrations and data migration.- Pitched and created a new onboarding/customer journey as part of a refresh project to reduce churn and add value to existing packages based on client needs.- Designed and implemented new self services playbooks for SMB’s in Planhat to reduce our time spent onboarding them, leading to a greater focus on our larger customers.

Managed and enhanced relationships with a broad base of both existing and new clients through proactive and reactive customer support. - Solely responsible for onboarding new clients and growing our top 20 spending accounts, ranging from £15k - £45k per annum. - A key player in securing a higher account renewal rate; praised for being a trusted advisor by deeply understanding each client’s business and aligning their needs to our solutions. - Achieved a 50% performance increase on key accounts through business reviews and training programs, ensuring clients were leveraging our solutions and increasing their ROI.- Revamped the training packs and processes and acted as the first point of contact for training, setup/configuration, and support for our top accounts.- Supported the Sales, Marketing and Finance teams with detailed reports and regular account reviews to guarantee that performance levels remained increased and sales goals surpassed.- Tasked with managing all high risk accounts as a direct result of my independent judgment and analysis when resolving issues, inspiring customer loyalty and satisfaction. - Represented all three brands at various events such as LegalEx, OfficeShow and AccountEx. - Highlighted retention issues and presented/introduced a revised client review structure to higher management, positively impacting client engagement, performance and renewals.- Coached the team and supported their development by having regular reviews and refreshers.- Reviewed and implemented new processes to streamline workload and improve productivity.

Led an 8-person Customer Care team dedicated to providing client satisfaction and hitting targets in line with the business plan.- Effectively onboarded new and managed existing accounts by developing advantageous relationships with clients and providing regular updates to key stakeholders and directors.- Dealt with client escalations leading to my customer calls being used as an example throughout the business and highlighted as exceptional customer service. - Various ad hoc projects like market research to understand the business and candidate needs.- Performed fortnightly 1-2-1 performance reviews and introduced incentive schemes/activities, doubling productivity and increasing team morale.- Conducted daily and weekly team meetings outlining targets and goals and held regular management meetings to review the team’s performance.

Assisted with the planning and running of company vehicles to ensure the cost-efficient running of the Boots supply chain.- Solely responsible for managing on-site drivers, ensuring performance targets were met and the smooth running of on-site operations was maintained.- Produced and analysed detailed Excel reports on vehicle efficiency in keeping with the SLAs.- Supervised and reviewed the team activities and produced multiple end of shift reports.

Managed multiple branches and oversaw all aspects of the business.- Ran all client activities including chasing overdue accounts & dealing with invoice payments.- Managed all drivers and garage staff including hiring, timesheet approvals & regular reviews.- Introduced a 24/7 call out operation to meet customer demands, leading to a 20% increase in volume and a 15% increase in delivery time KPIs being met.