Fiona Hamilton Email & Phone Number

London, Gb

The Customer Success Collective’s mission is to enable people in the customer success profession to provide nothing less than pocket aces performances.

London, England, United Kingdom

Following a three-way company merger in 2020, I spearheaded the development of a Client Success Management function, responsible for client retention and satisfaction, overseeing a combined monthly recurring revenue (MRR) portfolio of approximately £2 millionI developed and implemented the KPIs and drove initiatives to improve client satisfaction and reduce churn, navigating challenges associated with the COVID-19 pandemic. In 2021 I was recognized as 'Employee of the Year' for my leadership during the business integration. Latterly I played a pivotal role during a major ransomware attack in 2023, providing crucial communication, direction and support to my teams and our clients.

London, United Kingdom

As Head of Department, I led a team overseeing 35 clients and approximately £500k in monthly recurring revenue (MRR). I implemented a client engagement strategy resulting in upsell revenues exceeding £1m, surpassing targets. Additionally, I identified and established a successful pre-sales sub-function, enhancing account planning and technology roadmaps.

London, United Kingdom

London, United Kingdom

Responsible for Integrated Partner Products & Chambers case management solutions, I have strong customer focus balanced with commercial acumen. The primary tasks in this role include; - building relationships with internal and external stakeholders to establish needs and business problems, - using this feedback to develop strategy and plan roadmap for products; - go to market activities including developing sales collateral, pricing and messaging; - managing relationships and collaborating with partners to remove barriers to progress.

London, United Kingdom

Working with the CMO developing strategy, leveraging market and product knowledge to support the retention of clients.Primary Responsibilities: Segmentation analysis, strategy development for product positioning Identifying barriers to success and work across the business  Managing and driving strategy execution to retain clients  Competitive analysis Identifying Partnering opportunities Key messaging and competitive positioning Providing support to sales team to ensure positioning is to point Reporting regularly on progress against objectives and plans

London, United Kingdom

•Responsible for 4 products each at varying stages in product lifecycle•Driving product roadmaps and requirements, communicating with development teams on shore and off shore•Working within PDLC, waterfall and agile methodologies with off shore and on-shore development teams•Planning and scoping releases of each product in line with market and legislative requirements•Gathering customer and market requirements through research, workshops and site visits•Creating and communicating vision for products in line with business strategy•Transitioning products across business for customer rollout (i.e. go to market)•Liaising with marketing team to promote product and transmit information to client base•Communicating and collaborating with internal customers and stakeholders•Liaising with regulatory and Governmental bodies to ensure early sight of future changes and requirements of product to influence outcomes

London, United Kingdom

•Management of project managers, implementation and training staff within Barrister division•Reporting to senior management of utilisation and realisation of team•Planning and driving software installations and upgrades•Planning and arrangement of projects•Post implementation reviews•Upselling and opportunity spotting•Increased realisation in team over 6 month period