In this 3 month contract role I supported the founders with conducting early stage product-prototype feedback sessions with COOs as well as defining the Success Outcomes that WorkTripp was able to offer it's customers.

A newly established role reporting directly into the Executive Management Committee.Achievements:👉 Increased NRR by 6% over a nine-month period.👉 Implemented a Customer Success Platform (Planhat) in 3 months.👉 Increased the identification and documentation of customer's Success Outcomes by >25%.👉 Improved the identification of strategic stakeholders by over 100%.👉 Enhanced customer advocacy opportunities by over 100%.👉 Automated Account Plans to 100% of customers to improve internal collaboration.👉 Automated ~70 processes, saving an estimated 79 working days per month.👉 Reduced onboarding time by 114% (11 days to 3).👉 Increased NPS from 54 to 60 in 6 months.👉 Analysed and improved our internal processes to deliver a scalable, customer-focused experience.👉 Influenced and supported the necessary change management to drive operational excellence in CS-related matters.👉 Improved churn recording processes to better analyse and mitigate against. 👉 Introduced customer-focused KPIs to work alongside existing revenue KPIs.

Fuse Universal Ltd. is a learning solutions company based in Shoreditch, London, United Kingdom.Key Responsibilities:* Managing all client relationship management activities. with a focus on the enablement, adoption and business value delivery facilitated by strong relationship-building, product and industry knowledge, strategic planning and execution.* Ensuring that an effective account plan is in place for each client.* Driving adoption and engagement of the platform using data to promote client loyalty, retention and advocacy.* Coaching clients to become experts in the product.* Collaborating with the wider Services teams to design learning experiences that help solve the client’s business problems and deliver business value.* Conducting Quarterly Business Reviews.* Facilitating client conversations directly with Product and Technology teams to share process improvements, feedback, enhancements requests and bugs.* Partner with the Sales Team to manage the renewal process and identify upsell and cross-sell opportunities to help expand accounts.Key Achievements:* Planned quarterly, recurring NPS campaigns in order to educate clients around our NPS surveys and encourage them to respond.* Established and facilitated monthly Client Success webinars designed to encourage wider and deeper thinking around L&D practices amongst our clients as well as to help position our Client Success Consultants as not just product experts, but also L&D partners.* Encouraged engagement within our client community by posting monthly book reviews on L&D subjects and weekly curated 'Friday Finds'.

The world’s most innovative learning organisations use HT2 to create their products and services for online learning. Our vision is to enable continuous learning as a fundamental part of working life. To help realise this vision, we invest our expertise in creating technology products and services that change people’s lives for the better, even if that’s just in a small way. Key Responsibilities:Use the Curatr platform to design and facilitate MOOCs (Massive Open Online Courses) to the wider L&D community.Conduct and initial ‘needs analysis’ with potential clients to assist in identifying their business need.Scoping, design and delivery of any proposed solution.Upskilling and technical development of our Curatr Partner network.Continual business partnering with clients in order to ensure that proposed learning solutions continue to meet the needs of the business.Initial setup of the Customer Success function, processes etc within HT2 Labs.Sole Customer Success Manager responsible for 100+ clients.Responsible for onboarding of new clients 'post sale.Maintenance of a Customer Success database.Providing support and being the main point-of-contact for all client and partners.Planning, scheduling and facilitating monthly webinars for all existing clients and partners providing a 'deep dive' into specific features across our products.Speaking at industry conferences.Maintenance and creation of support articles for the online Help Centre.Identifying and following up on potential new revenue streams from within existing customer base.Providing customer focussed insights in relation to our product roadmaps.Continual partnering with clients in order to ensure that their use of our products continue to meet the needs of the business both for today and tomorrow.Bringing the 'Sparks' product to market as part of HT2s portfolio in partnership with Pedalred.Upskilling and coaching other Customer Success Managers (post acquisition).

Sumitomo Mitsui Banking Corporation is a Japanese bank based in Tokyo, Japan. It is a wholly owned subsidiary of Sumitomo Mitsui Financial Group. As of the year 2009, SMBC was the second largest bank in Japan in terms of assets.Key ResponsibilitiesScoping, procurement, design and implementation of a Global Learning Platform containing 200+ performance support resources.Redevelopment of the onboarding / induction process.Ongoing development of the L&D team and internal trainers across a range of L&D subjects, with a particular focus on the use of technology.Implementation of live online classrooms across the EMEA region.Development of technology enhanced solutions to complement the existing L&D offering.Key AchievementsLearning and Performance Institute - Learning Professional of the Year 2013 Finalist (Bronze)

Bupa International is the PMI provider to expatriates and customers requiring quality border-less healthcare. This role was responsible for shaping and leading the delivery of the learning technologies plan as part of the broader people plan, incorporating design and development of social media and e-learning interventionKey AchievementsDesigned and implemented a new technology-based approach to Sales and Service learning materials, using realistic scenarios and examples to ensure a meaningful experience for learners. Creating more engaging materials increased interest and take-up, and contributed to customer service feedback about employee knowledge and experienceDevised, marketed and conducted a global Learner Survey to obtain data on our internal customers (learners) and then initiated a series of projects and communications to address the data and subsequent findings. This provided a significant input into the Bupa International Learning StrategyLed the organisation in an Industry-leading move away from traditional compliance training to a campaign based approach. This save approximately 1028 working days per year, by minimising the time that learners spent out of their workflow, whilst still maintaining complianceImplemented online virtual classrooms as a delivery format. This led to a reduction in travel and associated costs, a speedier delivery of solutions and a significant change in thinking within the organisationKey ResponsibilitiesProfessional development of the L&D team, primarily in how technology could be used to enhance their current activities, but also within the wider field of people developmentChampioning the move towards a 70:20:10 approach to our L&D offeringDeveloping and leveraging internal/external relationships and networks to ensure that we aligned ourselves to good practice whilst identifying opportunities to collaborateSpeaking at external L&D Industry events on the ground-breaking activities that I was undertaking

Epic is an award winning company that designs and develops innovative, technology-enhanced learning solutions to clients across a range of sectors and subjects.Key AchievementsChampioned the use of the collaboration platform, Yammer, to promote internal collaboration and communication. This led to an increase in cross-functional communication and collaboration.Facilitated numerous international webinars on the subject of Learning Technologies.Secured 6 new clients within 4 months of undertaking the role.Key ResponsibilitiesInitial ‘needs analysis’ with clients to assist in identifying their business need.Scoping, design and delivery of proposed solution.Continual business partnering with clients in order to ensure that proposed learning solutions continue to meet the needs of the business.Post-delivery consultation to identify any ‘lessons learnt’ to be fed back into both Epic and the clients business to ensure a continual improvement process.Contribution of thought leadership in terms of what ‘elearning’ is and how Epic be a part of the change in shifting mind-sets around this subject.

Oct 2010 – October 2011 Learning Technologist – URENCO UK LtdURENCO UK’s site employs 380 people and is part of URENCO Limited, a Global energy company which supplies the international nuclear industry with uranium enrichment services and advanced enrichment technologies and expertise. The UK site operates three manufacturing plants producing enriched uranium in a highly regulated environment to enable nuclear power stations around the world to generate electricity. Key Responsibilities:Continual business partnering in order to ensure that proposed learning solutions continue to meet the needs of the business.Provision of advice on the use of current and emerging learning technologies to enhance both formal and informal learning activities.Social Media correspondent for Nuclear TV.Key Achievements:Spoken at the Learning Technologies conference 2011 on the subject of ‘Getting started with Learning Technologies’Spoken at the Learning & Skills Group conference 2011 on the subject of ‘Getting Beyond Bullet Points’Spoken at the LPI conference 2011 on the subject of ‘Getting The Most From The Learning Technologies You Already Have’Shortlisted for the 2011 elearning awards in the 'best use of rapid elearning content' categoryCost saving of over £10,000 in 12 months as a result of using a rapid e-learning authoring solution.Designed and implemented a site-wide evaluation process which enhanced the transfer of learning into the workplace using online evaluation measures.Refurbishment of a dedicated Learning Centre including the integration on Learning Technologies.Production of guidelines to support the implementation of Social Media throughout the URENCO Group.Government level ‘SC’ Security Clearance was obtained during this period.

Oct 2007 – Oct 2010 Learning & Development Adviser – URENCO UK LtdKey Responsibilities:• Project Manager responsible for the delivery of statutory compliance training.• Delivery of a site-wide Leadership Development Programme resulting in the award of ILM qualifications.• Supporting line managers in the analysis of learning needs, ensuring all activities and resources meet relevant Company and statutory polices, including health & safety, employment, equality etc.• Sourcing appropriate external training providers and agreeing service levels including e-learning providers. • Continuing Professional Development of an internal team of learning facilitators and coaches.• Management of facilities & resources within a dedicated Learning Centre.• Continual business partnering in order to ensure that the L&D function continues to meet the needs of the business.Key Achievements• In partnership with business stakeholders developed project charter/plans, gained sign off from executive Board members, developed and delivered to the Strategic Communications relating to project progress.• Managed a programme of Train-The-Trainer & Operational Coaching events which produced a pool of 50 CIEH/ILM accredited trainers & coaches to the business.• Designed and implemented a site-wide evaluation process which enhanced the transfer of learning into the workplace.• Implementation of Investors in People standard. • Led the delivery of current and fit for purpose Regulatory Training, using a blended learning approach.• Project managed the rollout of a rapid e-learning authoring programme to the business.• Secured full/part funding for various learning programmes.

Key AchievementsExceeded Networks Rail's target figure of 11,000 students within the first 12 months of training delivery. This resulted in a new 2-year contract being awarded to deliver training to a further 50,000 Rail Industry personnel over the next 2 years. The delivery of the training required an exceptional level of autonomous working due to multi-site locations.Completed the Chartered Institute for Personnel & Development, Certificate in Training Practice gaining a merit pass. This programme was completed in order to gain accreditation for the 16 years L&D experience gained, whilst working within the MoD. Key ResponsibilitiesDelivery of high volume regulated technical radio communications training, specific to Rail Industry employees as part of Network Rail's new strategy, designed to develop their communications to a 'world-class' level. This involved a high volume of student attendance, numbering some 11,000.

Key AchievementsInstrumental in the development and implementation of a prototype promotion course prior to its release to a global workforce of approximately 16,000 personnel. ResponsibilitiesProvided people management to a department of approximately 10 personnel, 9 of whom were employed within a permanent training role. Provision of coaching skills and motivation to the department, inspiring them to advance their training abilities and in turn delivering results through others. Development, co-ordination and instruction on, up to five, 5-week duration promotion courses per year, involving circa 180 people. This included the process of internally validating the course's content in order to ensure the needs of the organisation were being achieved.