Luke Whitehurst Email & Phone Number

United Kingdom

Brighton, England, United Kingdom

Client Relationship Manager to Enterprise level Clients

Brighton, United Kingdom

Account Manager providing a daily point of contact by phone and email for high level account queriesTraining and day-to-day query resolution for SaaS online platformTaking a consultative approach to identifying new up-selling opportunities.Process all aspects of day to day client administration and management through Vero’s Customer Relationship Management tool, ensuring all relevant (inter)actions are logged and scheduled within the database and up to date records of documentation maintained at all timesEnsure all system and service amendments are formally checked and signed off by the Client prior to being put live and / taking effect, and a copy of the sign off documentation is uploaded to the CRM toolProcess all Client complaints through formal complaints management procedureCarry out regular pricing reviews (eg annual price increases and application of fair usage clauses)Routinely review SLAs to ensure they remain fit for purpose and are fully enforced / adhered toMaintain routine contact with Clients for volume forecasting purposes and monitor all accounts for unexplained decreases in volume / dormant account indicatorsIssue Client with formal quarterly update reportsActively promote new services, technology and functionalityUse system MI / anecdotal feedback to provide Head of CS with Client ‘Health Check’ updatesInitiate, attend and minute regular client meetings (both face to face and by conference call)Issue regular reports as per Client specific requirementsProvide ongoing training and support with the portal (with specific emphasis on training and directing Clients to obtain screening updates directly from the platform rather than via email or telephone enquiry)Work with Clients to promote process streamliningSupport clients (and our Finance team) with invoicing queriesSupport Clients with coordinating specific projects (eg annual checking and retrospective)Support Sales by working with Clients to obtain referrals and references

Customer insight analysis, increasing NPS scores, managing online review presence and acting as the voice of the Client when working with dev/design teams as part of an agile/scrum environment.Account management for a portfolio of sensitive Clients.

Brighton, United Kingdom

Account management role in a B2C environment. From Client on-boarding to day to day managing of queries and providing guidance on how to use the software.

Brighton Marina

Hove

Sole business owner of online and bricks & mortar retail store.Small store specialising in providing hobby products for board game and miniature wargames enthusiasts, alongside building a community and providing a place for those interested.