Bringing my 'corporate' Customer Success and Sales management experience to EdgePetrol. Building out the Customer Success function to ensure that Edge products make a positive difference to the way in which our customers run their business.- Recruiting, training and developing rock star Customer Success and Support Teams in the UK and USA.- Drive the lifetime value of the customer by defining the customer journey, developing bets practices and playbooks.- Plan and execute Customer Success and Support strategies.- Setting and delivering against OKRs, KPIs, targets and commission/bonus schemes.- Retention & growth across SMB and Enterprise clients - <5% churn and >100% NRR.- Working with clients to embed EdgePetrol in their process to align with their goals - 56% DAU.- Close collaboration with C-Suite and VPs in critical decision making and business direction.- Establishment of SLAs with third parties and ensuring delivery against these.

Pavilion is a private membership organisation for commercial growth operators where members can openly discuss business critical issues with the comfort of privacy and confidentiality.

Reporting to the Portfolio Director, responsible for managing the sales team for the Fashion Trade Show portfolio (Moda).- Directed the team through a period of significant change; introducing KPIs, monthly targets,forecasting, and incentives schemes to deliver revenue growth in a declining market.- Increased sales activity by 102%.- Created and implemented best practice blueprints across the wider business (UK and Globally)- Upskilled the sales team through coaching, performance management and recruitment including onboarding new members and setting up a New Business focused team.- Collaboration with marketing to establish the lead generation strategy for Moda

Reporting to the Director of Sales Operations and Customer Engagement leading a team of 20 CSMs and Team Leads with responsibility for driving product adoption and value realisation across LexisNexis customer base.- Increased customer usage and doubled the amount of time spent training customers (30% to 60%)with an average usage increase of 27%.- Devised KPIs and embedded use of the CRM within the team. Partnered with the Analytics Team to create performance-tracking dashboards to effectively manage the team, report on-going success, address problems areas. - Delivered new Customer Success resourcing model through analysis of data resulting in most efficient deployment of people resources and training format to win and retain customers, organised at a customer segment level.- Worked with Sales Teams to create customer implementation strategies aligned to customer segment resulting in upsell/cross-sell opportunities.- Delivered the UK best practice customer onboarding process to ensure a smooth transition from old to new global online platform.- Managed Content Support Helpdesk and developed online Customer Help portal.

Reporting to Account Management Director, established and managed a large team of sales and account managers, migrating over 5000+ customers over to this new office.- Successfully led and established the ‘start-up’ telesales account management operation in Leeds with 18 new Account Managers and 1 new Head of Sales to deliver £320k growth in first 6 months in a challenging environment.- Managed multiple customer segments totalling a subscription renewal base of £16M.- Implemented training plans and coached sales teams in sales methodology and process, product and systems knowledge resulting in 100% usage.- Introduced auto-renewal process for low value subscriptions resulting in an increased average uplift from 2% to 9%.- Close collaboration with product and marketing to devise and implement customer campaigns to generate leads and improve retention.

Supervising a small team, with overall responsibility for managing £8M the Bar market; retention, upsell and cross-selling of legal workflow tools and content in multiple formats.- Successfully managed the Bar Team to over achieve on target in 2014 by 4%- Collaborated with Marketing to agree “Go to Market” strategy for the Bar and allocation of the marketing budget- Systematically captured customer insight from barristers to feed back to Product Development to inform decisions on usability and content acquisition- Conducted monthly and annual forecasting of the Bar sales figures including monthly follow-up analysis

- Recognised as an authority on pricing and handling complex contracts in the Local Government Sector.- Coaching team of Regional Account Managers..- Project managed and wrote Local Government Tenders and was the highest performer in the team in 2012.