Key Responsibilities- Proactive and effective management of entire customer journeys, from onboarding, ongoing client satisfaction, adoption, and retention of a portfolio of Enterprise clients, to achieve mutual success- Project manage onboarding, communication, customer health and success metrics, with a growth mindset with cross-functional internal and external stakeholders by leading regular check-ins and usage of simple project management tools- Identify cross-sell and upsell opportunities within client organisation, work with sales teams to ensure successful closure of leads and upticks of renewals- Problem solve client issues, swiftly and creatively, with flexible and positive approaches in a fast paced, challenging and complex environment- Co-design, formulate and action on engagement and adoption strategies, customer insights, journey maps, playbooks, frameworks, success stories and resources to drive growth and client value- Effective collaboration with Marketing to enhance client advocacy and effective client workflows.Achievements- Established and built a Customer Success Team to engage and support Enterprise clients- Set up Project Management and Incident Management processes and workflows- Onboarded and led client engagements and adoption from a Client Services & Delivery perspective for both pre-and post-sales- Collaborated with sales teams to identify upsell and cross-sell opportunities within large enterprises in EMEA- Created a HubSpot leadership dashboard and a process where weekly deals and opportunities are monitored via dashboards, to provide visibility for leadership and in preparation for team’s resource allocation- Educated team on B2C and B2B workflows in the organisation by organising knowledge sharing sessions.

Key Responsibilities- Own and project manage migrations with proactive face to face and remote engagements, provide accurate reporting against progress, on changes affecting clients’ current online banking facilities- Validation and data cleanse clients’ existing channel data, to capture the accurate details for future online requirements of business and smooth transition- Support and provide guidance at the pivotal points throughout their migration journey- Provide feedback and shared best practice with team members to meet individual and collective performance for success of project- Manage stakeholder communications by providing detailed, timely and up to date information as required, both internally and externally- Ensure all work is completed in accordance with established processes, practices, and guidelines- Develop excellent levels of product knowledge to support varying client migration journeys effectively and efficiently- Present and articulate key benefits, migration journeys, product usage customised to clients’ requirements.Achievements- Proactively worked with 12 out of 20 clients in portfolio, to prepare them from inception to go-live, the first in the team to achieve the highest number of accounts migrated- The first to migrate two Global Corporate clients and obtained a success rating of 10/10 for both migrations- Coached and mentored colleagues on roles and responsibilities, products and services, best practices, and guidelines- A key inspiration and motivation to team members by being accountable, leading by example and taking ownership of clients and responsibilities- Presented impactful and constructive feedback and actions to improve workflows, products, and services for the success of clients and the Lloyds Banking Group

Key Responsibilities- Responsible for driving the success of top tier, strategic and Enterprise accounts by understanding business requirements of clients and their end users and proactively increase the use of Intralinks technology - Effective coordination between Subject Matter Experts from multiple areas of expertise to improve processes, systems, and documentation - Build a proactive approach to driving solutions to client issues that impede greater adoption and/or retention while identifying themes/trend from client interactions- Strengthen and maintain good client relationships with ongoing communications to ensure adoption and satisfaction of Intralinks’ offerings and business solutions. This includes being the escalation point person- Communicate with enterprise clients on a regular basis to ensure feedback are communicated and actioned- Manage multiple projects with ease in a high pressured and fast paced environment. Achievements- Convinced and embedded the new Account Services & Customer Success Manager roles within the organisation and the clients- Formulated, built, and executed a new Enterprise Customer Success Model for two top tier and major enterprise clients from inception to completion - Instrumental in stabilising and resolving complicated operational challenges, resulting in further up-sell of 1,751 users in a single client team, and cross-selling opportunities to other parts of the business - Implemented crisis management processes, established regular touch points with clients, presenting reports and engaging in imaginative ways to improve processes and workflows and achieved alignment- Shared knowledge, success stories and provided creative ideas on client journeys in the financial services industry- Trained, guided and mentored client teams in Deutsche Bank and Intralinks’ colleagues to ensure success of all entities- Trusted adviser and credible partner

Key Responsibilities- Own, manage EMEA and Nordic book of business totalling £3M, upselling, cross-selling and new business opportunities, whilst maintaining the highest level of client relationships and service quality- Attain in-depth understanding of the needs of client business and proactively shape Moody’s service and software proposition- Be the voice of customer by sharing client pain points, insights, and knowledge with internal teams to assist in account planning, sales initiatives and relationship management improvements- Identify and problem solve promptly and professionally to challenges from clients and consultants- Attend client meetings regarding sales, services, support operational matters and client hospitality events. Achievements- Articulated and communicated clearly complicated and technical requirements for quicker and efficient execution whilst maintaining close communication on progress with clients- Achieved zero churn rate in book of business of 16 clients, increasing ACV at a consistent rate, by being client centric and up-selling and cross-selling to existing book of business - Successfully managed and facilitated operational teams & client meetings including planning, service reviews and procedural changes and enhancements. Consequently, implemented detailed policies and customer surveys to closely monitor communications based on clients’ feedback and comments - Viewed as a trusted and credible partner through excellent questioning and listening skills, working together with clients to provide relevant solutions in challenging situations, clients include Prudential, Legal & General, E&Y, KPMG, Deloitte, Liverpool Victoria, Länsförsäkringar AB, DNB, Tapiola and many more- Communicated effectively on regulatory changes, model developments and gather constructive feedback for continuous improvements- Organised and facilitated regional client knowledge transfer events, annual roadshows and trainings.