Rachel Baker Email & Phone Number

• Responsible for retention and growth across 400 Primary and Secondary school accounts, working alongside a Field Based Account Manager• Selling and retaining a varied portfolio of Education Technology products and contracts including connectivity, cloud solutions, managed services and support products, with a high focus on annualised revenues• Continually building strong relationships with IT Managers, Senior Leadership personnel and IT Partners• Office/home based, with face-to-face meetings at bi-annual Seminars and school visits as required• Appointed temporary Lead Account Manager in August 2021 to cover Maternity Leave of Head of Internal Sales. Role in addition to Account Manager responsibilities and included representing the team in strategy meetings, KPI data collection for SMT and initial point of escalation for 7 Team Members. Received recognition award for my work with colleagues and Accounts, March 2022.• Asked by field-based manager to be point of contact for team issues in office and selected to mentor new starters to the team. Received recognition award for mentoring Feb 2022.• RM Group Customer Experience Award winner July 2020 and Employee Award winner May 2019 for trialling and implementing technical ‘buddy’ project• Responsible for initiating and compiling monthly customer newsletter with product and technical information. Approach adopted by other regional teams and became model standard, leading to additional inbound enquiries and sales• Only regional team to achieve FY20 growth target during COVID pandemic. Continued momentum via use of Teams especially in case of working with IT Partner to win 26 new connectivity sites across H2 FY20• Achievements:o FY19: 101% of profitable growth target; 100% of retention target across all contracts; NPS of +47o FY20: 104% of profitable growth target; 104% of retention across all contracts; NPS of +49o FY21: 100% of profitable growth Target; 105% of retention across all contracts; NPS of +52

• Solely responsible for retention and growth across 300 Primary school accounts in the Education sector• Selling and retaining a varied portfolio of Education Technology products and contracts• Continually building strong relationships with IT Managers, Senior Leadership personnel and IT Partners• Office based with face-to-face meetings at bi-annual Seminars and quarterly review meetings for larger accounts• Responsible for first customer facing webinar. Attracting 37 attendees and NPS of +57• Selected to visit Indian Office in June 2018 to review and improve processes• Awarded Account Manager of the Year FY18 • Achievements:o FY17: 100% of profitable growth target; 104% of retention target across all contracts; NPS of +70o FY18: 110% of profitable growth target; 102% of retention target across all contracts; NPS of +38

• Responsible for retention and growth across 80 Secondary school key accounts in the Education sector• Main focus on retention of Education Technology contracts, customer satisfaction and growth• Office based, working daily with field sales counterpart• Built strong relationships and rapport with demanding and strategically important customers• Achievements FY16: 105% of profitable growth target; 106% of retention target across all contracts; NPS of +47

• Management of Customer Complaints and feedback• Responsible for the NPS Customer Satisfaction Survey responses and related KPI's• Management of companywide Customer Care Network, providing training and advice• Responsible for regular reports and analysis of feedback for Directors and other Managers• Project managed companywide launch of current Sales Opportunity referral scheme• Instigated and organised monthly companywide Customer Experience Awards

Bachelor Of Science - Bs, Psychology, 2:1

A-Level, English (B), History (B), Theatre Studies (D)

Activities and Societies: Deputy Head Girl

Gcse, 10 A-C