Sarah Axcell Email & Phone Number

Tiptree, England, United Kingdom

As part of the Senior management Team, I am responsible for leading the Helpdesk Team as well as streamlining internal processes and frameworks

Colchester, England, United Kingdom

Board role, accountable for creating and executing commercial strategies aligned to organisational objectives.Worked cross-business to create new sales opportunities and retain existing clients. Oversaw full client service operation via 3 direct reports and team of 12.Professionalised and enhanced commercial rigour:* Established cadence of account profitability reporting to identify opportunities for service shift and chargeable add-ons. * Gathered meaningful data on cost of building/servicing accounts vs charges/pricing to unpick profitability challenges.* Developed and launched new business rate card into existing and new customer base to simplify and standardise.* Segmented clients creating primary/secondary/bank, enabling structure to identify growth opportunities.* Set first-ever business sales and retention targets, whilst working with and mentoring the team managers to ensure they had the tools to deliver on them.

Colchester, England, United Kingdom

Drove the business to work together to optimise (commercially and service) the client experience, working cross-business to create new sales opportunities and retain existing clients. Challenge and validation role leading a Support Team Manager and Client Services Director and team of 11 focussed on client experience, retention, and growth.Led change in team and created Customer Success model reversing client feedback:* Restructured team into three tiers (First Line Support, day to day Client Advisors, and strategic Client Partners) to delineate roles and responsibilities, create clarity, and reduce errors.* Implemented approaches and client plans to focus Client Partners on specific client journeys and goals, account profitability, system migrations, and relationship optimisation.* Mentored and coached the team via the manager, supporting them in their leadership capability.* Transitioned c£500k ARR across 7 personal accounts into Client Partner team, stepping away from direct account management.* Shepherded team through business restructure, focussing on minimising impact on customers, and supporting remaining colleagues. Mentored new Support Team Manager and Client Services Director.

Colchester, United Kingdom

SLT member, ensuring a persistent, pervasive, and passionate focus on the client though all activities, client- or internally facing.Led the QA testing team of 5 and led cultural change to consider the ‘voice of the client’, ensuring User Experience lens in technology creation vs pure functional acceptance. Also responsible for all business-wide, client outreach communications.* Steered the team via the Test Team Manager, implementing regular testing team meetings providing platform for the internal voice to identify improvement ideas. Moved testing focus from 100% functional to more UX-centric.* Reviewed ticket issues/problems, trends, and occurrences in user experience – focussing on what the client trying to achieve to enable targeted product development.* Oversaw all clients messaging including marketing, upcoming changes, and began standardising/scheduling approaches.* Became the voice of 3DMC to our clients and the client voice across the company.

Maldon, United Kingdom

New SLT role with a team of 4 account managers. Hired to build and train the team whilst managing a portfolio of key accounts.Improved sales, relationship management, and proactivity:* Resolved muddy roles and responsibilities, defining clear roles and handoffs between Support and Account Managers.* Trained, coached and role-modelled client management, picking up challenging accounts and key clients from the CEO.* Implemented new team structures, and standardised tools and processes, including regular cadence of client meetings, quarterly business reviews and associated documentation.* Grew accounts, including National Private Healthcare client (150% increase on ARR) whilst retaining client for 13 years, by growing functionality and supporting their restructures.* Turned around major accounts including large private Healthcare client. Resolved operational and relationship challenges by listening, asking the right questions, and forging new internal relationships. Became the company’s biggest revenue generator.

London, United Kingdom

Approached to support a large former FS client in their recruitment advertising. Managed the contract and compliance process whilst ensuring that SLAs and contracted processes were being observed and adhered to. Implemented new processes and owned issue resolution.

Shenfield

Project managed creation of brochures and animation assets for a global automotive company. Provided high-quality client service while delivering projects on time and to budget.

London

Managed a team of 3 Account Managers and owned a personal client base, placing traditional advertising and creating bespoke complex media schedules involving a wide spectrum of medias.Progressed through the organisation, from Account Administrator and Account Executive to Client Services Director, dealing with a vast portfolio of clients of varying sizes and sectors. Managed operations varying in size from 3 to 25 colleagues, with accountability for the overall financial success of the team.

London