Rachael Walden Email & Phone Number

Reading, England, United Kingdom

As a Customer Success Account Manager at Microsoft, my primary responsibility is to manage and develop long-term relationships with one large strategic client to ensure their satisfaction and success. In this role, I work closely with our sales and support teams to ensure that the client receives the best possible experience with our products and services.My key responsibilities include operationally managing the account, identifying and resolving client issues, and maximizing retention and growth opportunities. I strive to have a deep understanding of our products and services, as well as the needs and goals of our clients.As a proactive and customer-focused individual, I have a passion for driving client success. I have excellent communication and interpersonal skills, as well as strong problem-solving skills and the ability to think creatively. I am able to work independently and manage multiple priorities, while also using data to drive decision-making.I monitor account performance and proactively identify opportunities for growth and retention. Provide regular reporting and analysis on account performance and client feedback and stay up-to-date on industry trends, best practices, and our products and services.

Reading, England, United Kingdom

Reading, United Kingdom

Key member of the Project Management Office, dedicated to one customer. Responsible for the EMEA region, managing a virtual team across multiple countries to deliver a contract worth $46m TCV.• Covering end to end account activities including: project triage and design, legal and contract management, ordering, installation and service operation.• This role is also required to drive communication, collaboration and continual service improvements. Financial Management, Customised Billing, Credits, Compliance Management, Governance, Process Management, Documentation, and Performance Reporting are all key deliverables. • Communication and collaboration with internal and external stakeholders is key. • Create and present at monthly service reviews.• Effective resource management is essential to delivering contracts.• Escalations and management communications.Achievements: • Selected for the 2018 Verizon Global Leadership Program.• Gained the highest EMEA customer survey score in 2018, since 2014 from this customer.• Managed major EMEA roll out using 3rd party circuits and new vendor.• 5 years of “Leading” - highest performance rating in Verizon.

Reading, United Kingdom

Verizon Business delivers advanced IP, data, voice and wireless solutions to large businesses globally. Primarily responsible for Accounts with a UK Head Office, managing between 4-10 accounts with annual spend with Verizon in excess of $10 million each. Achievements. • Within 8 months of managing a global business travel services provider, I upsold an MPLS network into the US and Switzerland, creating opportunities in Australia and Asia Pac. Within the same account, I managed a virtual team with out of country sales targets and sold a global SIP trunking strategy. Total contract value $8m.• Grew an account by $7.2m TCV by exploring their business strategy and becoming a vital member of their project team. Also created an opportunity for a satellite solution for 200 of their smaller sites in Africa and installing fibre in their larger offices.• Transformed a global law firm with a 1mb internet connection and won their Global internet and MPLS RFP worth $2.9m TCV. Went onto develop further opportunities including IPT, security and video conferencing.• Secured an IPT contract worth $1.1m TCV for a leading insurance company that had not placed any orders with Verizon for 4 years. Also, won their global MPLS contract worth $2m TCV.• Gained 3 x 10 out of 10’s for Account Management in the 2010 customer survey.• In the top 10 highest UK Sales performers for 4 years consecutively.• Won High Achievement award in 2007 and Revenue performance award in 2011.

Achievements:. • Major wins include a Global Inbound Services win to a conferencing company worth $1.6m TCV.• Selling a global communications solution to a major petroleum additives company, including MPLS, VOIP, Managed Firewalls and included a transformation roadmap for 3 years, worth $5.4m TCV

Reading, United Kingdom

I joined Verizon in a finance role. Pricing and contract management supports the Sales function with large bids, bespoke or non-standard pricing requirements. • Carry out cost and special pricing analysis for non-standard products, locations and technology globally.• Perform cash flow, payback period and margin analysis on all pricing decisions.• Complete pricing analysis for all new tenders and re-pricing of existing services for complex contracts such as The London Stock Exchange, GKN and Smiths contracts. • Gained “Exceptional/Leading” grade in my 2004 and 2005 performance rating.

Reading, United Kingdom

Responsible for submitting Profit and Loss, Balance Sheet and Cash Flow Forecast for the actuals, ensuring the submission ties back to the European General Ledger. Achievement: Automate the monthly reporting pack using the financial systems in place.

Slough, United Kingdom

Financial Accounting: Bank reconciliation, cash forecasting, maintaining the fixed asset register, managing debtors and maintaining the external sales ledger, VAT Returns. Management Accounting: Ensuring accuracy of month end accounts, monthly reporting and review of expenditure actuals and variances to forecast with cost centre managers. Developing business relationships with the non-finance and contract managers. Involvement in bid work and contract extensions. Balance sheet reviews. Achievement: transferred all major accounts onto one P&L and Balance Sheet format.

Service Transition, Passed

Itil Service Strategy, Passed

Itil Continuous Service Improvement, Passed

Itil Service Operation, Passed

Itil V3 Foundation, Pass 83%

Cima, Management Accounting, Pass

Bachelor’S Degree, Ba Accounting And Finance, 2:1