GRID Innovations builds bespoke digital platforms that enhance workflows and internal processes within the Rail, Construction + Utilities industries.My responsibilities include:Handling all day to day operations in relation to performance and development.Leading on the product development cycles for each of our three initial products, engaging with technical teams and outside suppliers to ensure our products are built to the correct specification, on budget and on… Show more GRID Innovations builds bespoke digital platforms that enhance workflows and internal processes within the Rail, Construction + Utilities industries.My responsibilities include:Handling all day to day operations in relation to performance and development.Leading on the product development cycles for each of our three initial products, engaging with technical teams and outside suppliers to ensure our products are built to the correct specification, on budget and on time.Working with marketing partners to develop effective launch strategies for each product, including the development of relevant marketing materials.Implementing all internal customer success processes to be followed by employees for the entirety of the client cycle.Handling all initial sales and enquiry communications, introducing a CRM system into the business to ensure best practice approaches can be repeated consistently.Recruiting and training new employees on each products whilst also developing online training resources for both internal staff and external clients. Show less

Developed marketing and sales strategies to attract merchants and customers whilst building the Hownd brand in the UK, growing our client base from 0-165 within 6 months and ending the year at more than 200, 100% above the board target.Personally managed the relationship of our 6 franchise (multi-site) merchants, successfully growing the basket by implementing our services into an average of 27% of the possible target locations in year 1.Implemented all internal customer success… Show more Developed marketing and sales strategies to attract merchants and customers whilst building the Hownd brand in the UK, growing our client base from 0-165 within 6 months and ending the year at more than 200, 100% above the board target.Personally managed the relationship of our 6 franchise (multi-site) merchants, successfully growing the basket by implementing our services into an average of 27% of the possible target locations in year 1.Implemented all internal customer success processes to be followed by employees for the entirety of the client cycle.Working with the customer success team, we successfully executed a “First Prize” initiative that ensured 78% of all merchants had a live offering within 1 month of signing up to our service, exceeding the target by 28%.Delivered Internal and External Training and Education of the Hownd system to ensure maximum usage including developing online resources for clients and walk-through videos for customers. Show less

Responsible for delivering 85% of the company’s total revenue through clients renewals and basket growth in my final 2 years in this role, both times exceeding the 15% target for existing client growth.Maintained retention rates of more than 95% throughout all four years in this role. Working at C-Level to ensure renewals with some of the largest retail and hospitality clients in the UK such as WHSmith, JD Sports and Nandos.I presented two major product development requests to… Show more Responsible for delivering 85% of the company’s total revenue through clients renewals and basket growth in my final 2 years in this role, both times exceeding the 15% target for existing client growth.Maintained retention rates of more than 95% throughout all four years in this role. Working at C-Level to ensure renewals with some of the largest retail and hospitality clients in the UK such as WHSmith, JD Sports and Nandos.I presented two major product development requests to the board which resulted in the development of new profitable features of our platform that also reduced the risk of losing client renewals. Both requests came from careful discussions with key clients who had pain points that I was successfully able to identify and resolve through platform development.Mentored two junior customer success managers and was able to develop them to a high enough standard in 3 months as to where they could take over the relationship with smaller clients.I developed training guides and online resources to be used by internal staff and external customers. Show less

Completed a detailed analysis on ticket volumes from every client, breaking this down further into the cause of each ticket and time taken so resolve so the CSM`s could see which clients where the most profitable based on their renewal cost.Provided a detailed report to the Customer Success Manager of ticket volume, recurring tickets, feedback from within the training courses and completion figures – this became the basis of the full Insight Report which CSM`s would use in renewal… Show more Completed a detailed analysis on ticket volumes from every client, breaking this down further into the cause of each ticket and time taken so resolve so the CSM`s could see which clients where the most profitable based on their renewal cost.Provided a detailed report to the Customer Success Manager of ticket volume, recurring tickets, feedback from within the training courses and completion figures – this became the basis of the full Insight Report which CSM`s would use in renewal meetings.Achieved a 98% satisfaction rating from more than 35,000 support tickets over 3 years.Achieved a diploma in customer service after just 2 years whilst on a 3 year course.Mentored a junior customer service advisor in the final year of my apprenticeship. Show less