Imogen Morgan Email & Phone Number

London Area, United Kingdom

• UK Operations Management: Oversee the management of all UK water sector customers, with responsibility for approximately £1 million in Annual Recurring Revenue (ARR).• Customer Onboarding and Engagement: Lead comprehensive onboarding initiatives, including both virtual and in-person sessions. Deliver value workshops, training sessions, and Executive Business Reviews (EBRs) to ensure strong customer engagement.• Process Optimisation: Collaborate with Product Operations to design and implement scalable processes and workflows for change requests, enhancing operational efficiency.• Value and ROI Modelling: Work closely with Sales and Value Consultant teams to develop value models and ROI frameworks, demonstrating measurable customer outcomes.• Industry Expertise: Continuously deepen industry knowledge through on-site fieldwork with customers and support new team members by guiding them through site visits.• Stakeholder Engagement and Growth: Build relationships with key stakeholders to expand smaller contracts into enterprise-level licences, driving business growth.• Feature Utilisation and Adoption: Ensure optimal use of FYLD’s features by guiding customers through effective adoption strategies, resulting in high daily, weekly, and monthly active users, as well as seamless tech stack integration.• Customer Satisfaction and Metrics: Monitor engagement and usage through real-time dashboards, maintaining high Customer Satisfaction (CSAT) and Net Promoter Scores (NPS) via ongoing feedback and improvement.• Customer Success Stories: Contribute to the development and publication of case studies that showcase customer success, boosting brand credibility and awareness.

• Client Collaboration: Partner with clients to identify challenges and deliver solutions, creating successful and engaging partner portals.• Customer Lifecycle Management: Manage the entire customer lifecycle, from onboarding to renewal, driving the future of channel success with Allbound’s partner-centric technology.• Team Leadership: Lead a team of five Customer Success Managers and two Customer Success Specialists, fostering growth and collaboration.• Performance Reporting: Provide regular performance reports and key metrics to the Senior Leadership Team, ensuring alignment with business goals.• Client Engagement: Conduct regular meetings with clients to review product usage, deliver data-driven insights, and share best practices, maximising the value derived from Allbound’s platform.

Allbound's Partner Relationship Management (PRM) tool allows you to automate partner training, content distribution, co-brand, and gain visibility into what's working all while integrating with your favourite tools. It simplifies and accelerates a business’s ability to onboard, train, measure, and grow indirect sales partners. Allbound's innovative software enables collaboration among channel vendors and their partners to improve the performance of their indirect sales channels by automating the delivery of marketing content, sales tools and training at each stage of the pipeline.

London, England, United Kingdom

• Global Implementation and Support: Led the global implementation of customer solutions, providing training and ongoing support across diverse industries.• Client Relationship Management: Built and maintained strong client relationships across multiple time zones, creating ‘Voyage Control Champions’ to drive advocacy, retain clients, and ensure high satisfaction with the product.• Team Leadership and Development: Managed a team of Customer Success Managers, implementing best practices and delivering continuous training and support to ensure team excellence.• Cross-Functional Collaboration: Collaborated closely with product, engineering, and senior management to align the product roadmap with client feedback and needs, supporting the global scale of the solution across three verticals.• Product Adoption Monitoring: Tracked product adoption by monitoring feature usage, booking volumes, and engagement levels to ensure effective utilisation.• High-Profile Client Portfolio Management: Managed a global portfolio of high-profile clients across three industries, including Dubai Expo, Olympia London, Vancouver Convention Centre, Bouygues, and Laing O’Rourke.• Revenue Growth and Retention: Increased revenue through cross-selling, up-selling, reducing churn, and leveraging customer advocacy and referrals to drive growth.• Support System Management: Set up and monitored support portals, including Zendesk and Jira Service Management, to track customer support tickets and ensure adherence to service level agreements.

London | Europe, The Middle East And Africa (Emea)

Voyage Control is a cutting-edge 'Air Traffic Control' for inbound logistics management. A powerful and easy-to-use software platform enables ground transport hubs to proactively manage their traffic; thereby streamlining processes, enhancing security, reducing congestion, improving driver experience, and benefitting the environment.

Greater London

• Strategic Growth Initiatives: Collaborated with the Managing Director to develop and implement strategies for scaling Almach Energy Ltd.• Client Relationship Management: Built and nurtured strong relationships with existing clients and forged new partnerships to drive business growth.• Marketing Alignment: Worked closely with the Marketing team to ensure strategies were aligned, enhancing client engagement and brand visibility.• Client Consultation: Regularly participated in client meetings to assess their needs and deliver customised energy solutions.• Business Development Involvement: Contributed significantly across multiple business areas, playing a key role in the company’s overall success.• Project Leadership: Led and supported projects aimed at expanding the business and ensuring high levels of client satisfaction.• Performance Tracking: Monitored key performance indicators (KPIs) related to client acquisition, retention, and satisfaction, reporting on progress to drive improvements.• Market Analysis and Opportunity Identification: Conducted market research to identify new business opportunities and emerging trends in the energy sector.• Process Optimisation: Streamlined and improved business processes to increase efficiency and overall effectiveness.• Sales Support: Supported sales efforts by preparing proposals, presentations, and sales materials to drive new business.• Industry Representation: Represented Almach Energy Ltd at industry events, conferences, and trade shows, promoting the company and expanding its network of potential clients.

Ba (Hons) Geography, Geography, 2:1 Upper Second Class Honours Degree

Activities and Societies: Manchester University Geography Society (President in 2015) Thesis title - After the attack: Perceptions.

A Levels, Social Sciences

Activities and Societies: Prefect, Deputy Head, Peer Mentor, Drama Club, Numeracy mentor, Paired reading mentor AAB Grades including Welsh.

Gcses

14 GCSE's A* - B, including A's in Maths and English