Michael Wright Email & Phone Number

Belfast, GB

Belfast Metropolitan Area

Engagement Manager for the Kainos Employee Document Management solution, built exclusively for Workday

Belfast Metropolitan Area

• Team Leadership: Built and lead a team of four Customer Success Managers (CSMs) and representatives. This involves hiring, training, and managing the team to deliver excellent customer service and meet key performance.
• Strategic Planning: Develop strategies for customer growth and retention. Collaborate with other departments, such as sales and marketing, to enhance customer satisfaction and contribute to the company’s profits.
• Data Analysis: Analyze customer data to recognize trends, identify needs, and foster positive customer experiences. Use critical thinking skills to develop and implement customer success strategies.
• Relationship Building: Cultivate strong relationships with customers to support brand loyalty and ensure a positive experience with the company’s products or services.
• Team support: Supporting my team during challenging commercial/negotiation meetings. Ensuring my team are happy and feel they are growing and developing in their role.

Belfast Metropolitan Area

• Developing long term partnerships with my customer base to ensure they realise the full value of their investment in Smart products
• Being the trusted adviser within Kainos for the client, ensuring high levels of satisfaction with Kainos products and services.
• Management of the commercial process for product renewals and upsells.
• Identifying and helping progress cross-sell opportunities using existing relationships.
• Creating Success plans for clients to highlight what success is and then reporting and tracking on such plan.
• Development and execution of account plans to support increasing business growth

Belfast Metropolitan Area

Belfast Metropolitan Area

· Successfully managed a book of business to the value of £3m throughout the UK and Ireland.· Responsible for client retention and expansion of new services with the accounts· Owned the CSAT and NPS process.· Supported and lead RFPs and proposals.· Travel to client sites as and when needed.

Belfast Metropolitan Area

· Supported the sales and account management teams during sale engagements.· Provided demos and technical consultancy of AI’s products.· Supported the delivery of RFP’s and proposals.· Travelled to client site as and when needed to support net new and customer base opportunities.

Aberdeen, United Kingdom

· Lead the deployment of new software and hardware to construction sites throughout Scotland and the North of England· Facilitated and delivered training to construction site employees.· Coordinated travel and overall project logistics to ensure the project was completed on time and in budget.· Chaired focus groups to ensure employee pain points were being.