Aileen Brown Email & Phone Number

Little Chalfont, Gb

London, England, United Kingdom

Leading a team of 8 Customer Success Managers, setting and delivering the CS strategy: driving product adoption, value conversations, and customer advocacy across 150 Enterprise Customers .- Maximised renewals: Achieved 98.9% renewal through close account and risk management, combined with a forensic approach to adoption level reporting. - Reduced shelfware: Reduced from 9% to 2.8% (vs 10% global trend) via structuring deployment roadmaps, targeted customer activity, and close collaboration initiatives with channel partners.- Fostered advocacy: Created initiatives building advocacy in 35 of the 100 full-enterprise customers.- Grew customer communities: Developed and facilitated by CSMs and through peer-to-peer support. - Product Development: Worked closely with product teams on development to close gaps and drive adoption of new features - Gathered customer stories/insights: Uncovered valuable and niche usage stories, perpetuating marketing messages.Created Partner Framework: Developed for customers to improve adoption rates fostering working relationships, partner standards, relationship management vs transactional ticketing, and generating added value.Delivered personal coaching: Supported and upskilled team in facilitation and delivery of Customer Adoption Workshops. Mentored CS Leaders outside of the UK.

London, United Kingdom

Promoted to build and lead a team of Associate and Principal CSMs, and drive Customer Success as a core pillar optimising the UK&I for growth in adoption, satisfaction, and advocacy, across both HCM and Finance offerings.- Hired & developed the first UK Medium Enterprise Team: Supported 120 customers (60 on full-platform ERP), - Customer churn and renewals: Designed 18-month out renewal review process, implemented risk management, adoption plans, and RAG review – all templates now adopted across EMEA business.- Built out Customer Success: Co-developed 6-month Enablement Programme for post go-live customer support, created advocacy storytelling approach, and strengthened system integrator and service partners relationships.- Developed the team: Delivered 1-1 coaching and skills and careers development initiatives. Team members progressed to top performing senior sales roles.  Evolution of deployment methodology: Supported creation of rapid deployment model – shifting from 12–24-month model to 24 weeks. Volunteered as a Wellness Leader: Designed and launched educational, practical, and fun initiatives and events. Engaged workforce in mindfulness and wellness practices, yielding particular value supporting employees during lockdown.

London, United Kingdom

Joined at a time of change and rebuilding of what Customer Success meant at Workday, initially as one of team of three with few established customer relations processes or standards.- Overhauled the operating model from customer support to true CSM model – from problem resolution to education.- Improved processes and developed team: Embedded new ways of working and developed team’s customer empathy/capability. Implemented performance management and coaching to support.- Retained customers: Identified unhappy customers in collaboration with sales team. Innovated remediation plans, turning customers round from flight risks to becoming advocates, including two key accounts with £1.64M risk, expanding to £2.35M, now worth £3M (2024).

Luton

Managed and grew a portfolio of 20 large multi-national accounts with a brief to expand adoption and create new deployment opportunities in the installed base. Achieved account growth: Increased revenue from the top 2 clients by 22% in 2015/2016.-Consistently hit growing sales target: Record account win of 3-year, ARR £1.1M public sector client.-Drove portfolio NPS: Increased NPS from 4 to 8.5._ Turned round and expanded customers: Converted 3 clients from confirmed churn accounts to A accounts, increased spend and extended contracts (e.g. saved £80K account at risk and grew to £240K).Delivered at pace: Cross-sold two complete solutions to a client within first 3 months.

Windsor

Working with clients within the Financial Services, Technology, Leisure and Business Services, devising recruitment strategies for Programme Management/Change management and niche/difficult to fill roles.

London

Leading the interim practice within HR specialist firm, part of the Senior Management Team

National Role

Responsible for the 60 + consultants in Hays Human Resources nationally.Operational responsibility for national budget £5.1 millionReporting to UK MDSetting monthly targets for each team/individualDeveloped our consultants' capability, equipping them through a blend of training methods Graduate and Management training, mentoring, e-learning.Enabled managers to deliver on their personal and team targets.Ensuring high quality service delivery to clients in every sector of industry. Working with our teams to develop expertise not only in recruiting into the HR market place but developing an expertise in their industry sector such as Financial Services, Professional Services , Manufacturing or Public Services. Working with clients to developing tailored recruitment service when a niche requirement arises.Part of pitch team for PSLs, creating pitch documents, client presentations and subsequent contract negotiations,

Responsible for recruitment teams in the Northern Home Counties, Thames Valley, the South West and Wales

London

Managing a team of 10 consultantsProject role - Interim HR within Financial ServicesSourcing interim HR specialists for clients such JP Morgan and Barclays Bank, to generalist and specialist HR projects, in terms of Reward projects, Learning and Development and HR Strategy

Retained Executive Campaign Management for clients within Central Government , for position such as HR Director, Head of Reward and Head of HRIS. Advice given on sourcing methods such as on-line solutions, marketing-mapping, and off line publications. Provided advice on comptencies to assess and most appropriate assessment methods.Contigency recruitment for clients such as the Princes Trust, CPPIH, TFL and City and Guilds.Interim solutions provided to CAFCASS, Identitiy and Passport Service, TFL and DWP.

Ma European Studies With Management, Business And Marketing, With French And Spanish

Bsc, Bsc (Honours) Psychology

Activities and Societies: currently studying Pyschology though OU, and really enjoying it

Economics

Ma In European Studies

Language Interpretation And Translation