Glen Urquhart Email and Phone Number

*I originally joined a start-up called StorIQ, which was acquired by Cegid in 2022 and later rebranded Cegid Retail Store Excellence* 🔑 Key ResponsibilitiesI was a trusted advisor to 20 diverse customers, with ARRs ranging from £20k to £350k, partnering with them to understand their goals and desired outcomes, and then putting plans in place to ensure they were achieved. I championed my customers internally and worked closely with our Product and Sales teams to ensure… Show more *I originally joined a start-up called StorIQ, which was acquired by Cegid in 2022 and later rebranded Cegid Retail Store Excellence* 🔑 Key ResponsibilitiesI was a trusted advisor to 20 diverse customers, with ARRs ranging from £20k to £350k, partnering with them to understand their goals and desired outcomes, and then putting plans in place to ensure they were achieved. I championed my customers internally and worked closely with our Product and Sales teams to ensure product feedback was passed on and listened to, and new upsell opportunities were tracked and acted on. I took a personalised approach to the relationships I built with my key contacts and other stakeholders, which was a key driver in the retention and growth I achieved with my book of business.💡 Strategic Initiatives I was project lead on redefining our CS strategy for 2023 and beyond, notably on how we deliver value and demonstrate ROI to our customers in the current economic climate. This involved:- Critically analysing and revamping our existing CS processes - Developing a value framework, a new segmentation strategy and engagement model- Introducing outcome-centric customer success plansI also took ownership of our CRM tool, transforming its utility with strategic integrations and custom reporting dashboards. These enhancements provided the team with an enriched, comprehensive view of our customer landscape, enabling more informed decisions and actions.🏆 Other achievements: - Achieved 110% NRR from my customer portfolio in 2023 against a bleak economic backdrop.- Organised our largest-ever annual Customer Day at the world’s biggest WeWork. - Created and hosted a customer-facing webinar series covering new product launches and best practice initiatives, attracting viewership from over 50% of our customer base. During my first year at Store Excellence, I was also responsible for customer onboardings. Show less

- Specialised exclusively in mid-senior to Director-level candidates in the Benelux and DACH regions, further developing stakeholder management skills. - Ensured clients and candidates were engaged in a consultative, high quality and results-driven process stemming from a values-based approach.

- Managed 100+ customers ranging from SMEs to blue-chip organisations, building and maintaining relationships with key stakeholders.- Worked closely with customers to ensure every campaign enabled the customer to achieve their desired outcomes. - Achieving these outcomes led to a 10% increase in recurring revenue from one of our largest customers, and opened up new opportunities for many others.