Fiona Hamilton is a Customer Success Manager II at Everlaw. Colleagues describe them as "Fiona is a talented, hard working and 100% committed leader of Customer Success teams with an unwavering loyalty to her clients and her team. I worked with Fiona through some extremely challenging and exceptional service delivery scenarios in 2023 and can testify first hand to her calm, pragmatic approach combined with a clarity of thought under pressure. Would re-hire everytime - if you have the opportunity to hire Fiona then do not hesitate as you will be rewarded." and "Fiona was my manager at CTS for around 8 months. She is a very caring manager who puts her team first. When I onboarded, she made me feel very welcome and is very approachable. Outside of managing the team, Fiona is fantastic with clients and has a lasting relationship with the client base. I can’t thank Fiona enough for the support she has provided during my time at CTS. I would highly recommend Fiona for any management and client facing roles. "
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Customer Success Manager IiEverlawLondon, Gb
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MemberCustomer Success Collective Oct 2024 - PresentThe Customer Success Collective’s mission is to enable people in the customer success profession to provide nothing less than pocket aces performances. -
Head Of Client SuccessCts Apr 2021 - Jun 2024London, England, United KingdomFollowing 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. -
Head Of Client ServicesSprout Technologies Ltd (Sproutit) Jan 2018 - Jun 2021London, United KingdomAs 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. -
Key Account ManagerSprout Technologies Ltd Jun 2016 - Dec 2017London, United Kingdom
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Product ManagerOlm Systems Jan 2015 - Jun 2016 -
Product ManagerAdvanced Legal Apr 2014 - Jan 2015London, United KingdomResponsible 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. -
Barristers Product ConsultantAdvanced Legal Oct 2012 - Apr 2014London, United KingdomWorking 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
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Product Manager (Barristers)Iris Legal Oct 2009 - Oct 2012London, 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
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Professional Services ManagerIris Software Group Oct 2007 - Dec 2009London, 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 -
Training ManagerMountain Software Oct 2004 - Oct 2007 -
TrainerApplied Computer Expertise 2000 - 2004
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Service Desk Team LeaderApplied Computer Expertise 1999 - 2000
Fiona Hamilton Education Details
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Grove Academy, Broughty Ferry, Dundee
Frequently Asked Questions about Fiona Hamilton
What company does Fiona Hamilton work for?
Fiona Hamilton works for Everlaw
What is Fiona Hamilton's role at the current company?
Fiona Hamilton's current role is Customer Success Manager II.
What schools did Fiona Hamilton attend?
Fiona Hamilton attended Grove Academy, Broughty Ferry, Dundee.
Who are Fiona Hamilton's colleagues?
Fiona Hamilton's colleagues are Dana Lombardo, Brian Moore, Kevin Murphy, Aubrea Felch, 😀 Esther Fatehi, Clair Lee, Mark Sales.
Not the Fiona Hamilton you were looking for?
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1olmgroup.com1 +44 20 XXXXXXXXX
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Fiona Hamilton
Corporate Affairs Professional | Passionate About Uk & Eu Politics | London & Brussels | Cross-Sector Experience | Transport & Logistics | Consumer Goods & Retail | Food & Trade | Data Protection & TechnologyGreater London3gmail.com, gmail.com, royalmail.com -
Fiona Hamilton
Clarbeston Road -
Fiona Hamilton
Delivering Bold Ideas, Smart Strategies & Commercial Results For Food Businesses - Managing Director At William Murray Pr & MarketingBrighton2hotmail.co.uk, williammurray.co.uk -
2thetimes.co.uk, thetimes.co.uk
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