Sam Edwards Email & Phone Number

Remote

- Leading the development and implementation of a comprehensive retention strategy, resulting in a improvement 15% YTD increase in customer retention rates.- Building the companies first churn forecasting process to accurately predict customer behavior and proactively implement retention measures with an accuracy of 98%- Successfully revitalised the onboarding process and resources, enabling customers to self-serve through dynamic video resources and driving a approx 30%… Show more - Leading the development and implementation of a comprehensive retention strategy, resulting in a improvement 15% YTD increase in customer retention rates.- Building the companies first churn forecasting process to accurately predict customer behavior and proactively implement retention measures with an accuracy of 98%- Successfully revitalised the onboarding process and resources, enabling customers to self-serve through dynamic video resources and driving a approx 30% reduction in support tickets, and our ability to deliver our first self serve tier.- Serving as the primary point of contact for large and key accounts, providing strategic guidance, resolving issues, and ensuring customer satisfaction.- Playing an integral role in the core cross functional group that researches and defined the Ideal Customer Profile (ICP), shaping our market positioning and targeting strategies. Show less

London, England, United Kingdom

- Joined the company to address broken processes and enhance the overall customer success function.- Collaborated cross-functionally with product, sales, and support teams to identify areas for improvement and streamline processes.- Led efforts to revamp onboarding procedures, resulting in improved customer satisfaction and reduced time-to-value.- Developed strong working relationships with internal teams, facilitating effective communication and ensuring customer needs… Show more - Joined the company to address broken processes and enhance the overall customer success function.- Collaborated cross-functionally with product, sales, and support teams to identify areas for improvement and streamline processes.- Led efforts to revamp onboarding procedures, resulting in improved customer satisfaction and reduced time-to-value.- Developed strong working relationships with internal teams, facilitating effective communication and ensuring customer needs were addressed promptly.- Proactively gathered customer feedback and worked closely with the product team to drive product enhancements aligned with customer needs.- Recognised for exceptional performance and quick impact, promoted to Senior Customer Success Manager within 8 months Show less

Regent Street

People and Operations manager of Apples Largest Retail space in EMIEA. Responsible for the daily operations and strategy for different areas of the business including B2B, HelpDesk, Operations and Employee engagement.

London, England, United Kingdom

Regent Street, London

Leadership Career Experience

Regent Street, London

London, United Kingdom

Festival Place, Basingstoke

Basingstoke

During my time with Virgin Media I served primarily as a Sales Associate dealing with consumers. This was a great experience and helped me to learn a lot from the company ethos and business style. This was an especially exciting time as Virgin Media was reimagining their retail venture to improve the customer experience.

Basingstoke