As a Customer Success Specialist at CA Design Services (CADS), I specialize in project managing the implementation of our flagship StoreSpace software, ensuring seamless integration and maximizing value for our clients.Key Responsibilities:Project Management: Lead end-to-end implementation projects for StoreSpace software, overseeing planning, execution, and delivery within scope, timeline, and budget constraints.Client Relationship Management: Cultivate strong, long-lasting relationships with clients by serving as their primary point of contact throughout the implementation process and beyond.Discovery-led Implementations: Spearheaded the modernization of the implementation process at CADS, emphasizing a discovery-led approach to tailor client configurations and enhance our understanding of their business processes.Customer Success Journey: Manage the client's Customer Success journey post-implementation, ensuring ongoing satisfaction, adoption, and value realization of StoreSpace software.Continuous Improvement: Proactively identify areas for improvement in implementation processes and customer success strategies, driving efficiency and effectiveness in service delivery.Achievements:Successfully revamped the implementation process at CADS, leading to increased client satisfaction and improved alignment of software solutions with client needs.Received recognition for exceptional project management skills, consistently delivering projects on time and exceeding client expectations.Played a pivotal role in driving customer retention and expansion through proactive engagement and strategic account management.

• Driving the successful implementation of multiple space optimisation projects including store and floor planning, category space maximisation, merchandise intelligent clustering, shelf planning (Microspace), shelf intelligence and planogram automation.• Establishing a reputation for the development and maintenance of exceptional client relationships through the demonstration of adaptive communication and active listening skills to understand client objectives and deliver solutions that exceed client expectations.• Ownership of complete project lifecycles including defining project scopes, process mapping, scheduling, resource allocation, budget controls, risk management and impediment mitigation, risk logs and document requirements • Developing and maintaining detailed project plans to accurately monitor and track progress in line with agreed milestones and utilising appropriate tools and techniques to accurately measure and report project performance.• Demonstrating excellent stakeholder relationship management skills to work with key project stakeholders including clients, project teams, internal resources and third party vendors.• Pivotal member of the leadership team responsible for the largest implementation in the company’s history.• Recognised as the Subject Matter Expert for the in-house Macro Space Tool – SPHQ.• Devising and delivering multi-level training including AS-IS and TO-BE business process workshops to ensure smooth client implementation.

• Managed implementation projects with two high profile European clients successfully delivering in line with client specifications, timescales and financial parameters.• Orchestrated a successful data conversion project for a key US account across 1600 retail store locations.• Engaged with customer to ascertain key requirements and full project scope before designing and disseminating Scope of Work documentation to project stakeholders.• Maintained transparent and informative communication throughout the project lifecycle to manage key milestones.• Successfully implemented pilot in line with scope requirements and defined timeframes including the execution of end user training.

• Established and develop a high performance Consulting Services Team to support the delivery of Macro and Micro Space Optimisation solutions.• Motivational Leadership of the team including work stream organisation and planning, performance management, training and development; utilised a collaborative management style to empower individuals to work towards their own career goals while exceeding the needs of the business.• Spearheaded a number of successful Macro and Virtual Implementation projects for high profile global retailers including building various 3D client environments.• Orchestrated a successful data conversion project for key US accounts incorporating 1250 store locations.• Optimised an end-to-end training methodology to successfully manage and deliver implementations.• Owned the Macro Space Optimisation Database and GUI Front End Solution incorporating input and output data integrations from multiple client systems to maintain macro and micro space optimisation solutions.• Created and presented direct client training programmes on key software including Storeplan HQ and 3D tool StoreView.• Subject Matter Expert on in-house Macro Space Tool SPHQ and delivered ongoing support and advice to users.

• Demonstrated exceptional CAD expertise to process retailer drawings and capture retail outlet designs.• Contributed to the design of new in-house software and part of the testing team to ensure software suitability and proficiency to meet client expectations.

• Promoted to Engineering Assistant after demonstration of excellent AutoCAD proficiency.• Designed engineering processes, precision jig fixtures and designs to support engineering team.• Managed tool order processes and delivered tenders for JIG quotations.• Liaised with external vendors to build JIG fixture designs.• Reviewed and updated tool shop processes to improve efficiency and quality controls.