Acquired by Nexthink in March 2024

Developed and implemented Customer Success Programme at Nivo which included: - Creating and delivering Customer Success strategy and plan which including creating structures and process for the customer success programme and management of technical support. - Hiring & managing excellent Customer Success Managers - Training and coaching the team- Increasing customer engagement and retention (Helped to increase GRR to 98%)- Profiling and reducing churn risk - Creation and implementation of Playbooks to identify and address both risks and opportunities. - Optimising health score - Reducing time to value by optimising onboarding journey - Delivering £1million+ ARR - Increasing NPS score by 30% in 6 months (NPS score >+60)- Maintaining CSAT score of 97%

Managed a portfolio of 30 RentSense customers (1.6 million in ARR) to ensure retention and nurture expansion leads for Account Director team. Project lead on Gainsight implementation and administration, including shaping the customer lifecycle journey and team processes around onboarding training, quarterly business reviews, and other key touchpoints. - Retention of 98%+- Increased NPS for owned customers by over 200% in 12 months. - Managed 9-month implementation of Gainsight and continue to manage it’s administration across four different roles within the Commercial team, resulting in improving compliance to customer journey touchpoints from 65% to 99%. - Nominated and shortlisted by peers as MVP for 7 out of the 8 quarters at Mobysoft. Winner of Q42020.

Third employee within European office contributed to growing the EMEA iAuditor customer base as well as helped to define the team and office culture. Nurtured, closed, and implemented inbound leads. Retained and grew a portfolio of 60 current customers through being a trusted advisor and active prospecting. - Identified and qualified 5-10 expansion and upsell leads per week. - Implemented 7-15 customers concurrently alongside maintaining and expanding existing accounts. - Maintained overall customer retention rate of 95% and over 96% for owned accounts. - Created and launched a global implementation process to a team of 25 customer success managers across Europe, Australia, and United States. - Built and maintained relationships with key stakeholders, including C-Suite, through product demos, ROI presentations, and face-to-face site visits. - Defined and documented account management processes including customer segmentation, account handovers, and quarterly business reviews.

- Maintain an overall Customer Retention Rate of 92%.- Partner with Implementation Managers to develop strategy for successful onboarding, adoption, long-term value, and business impact. - Communicate with customers on a daily basis through escalations, quarterly reviews, and scheduled calls to manage feedback including complaints and feature requests. - Leverage relationships with executives and other internal stakeholders to ensure overall business strategy is in support of customer retention and advocacy goals. - Regularly report and make recommendations to the CEO and executive team regarding KPIs and customer feedback. - Primary escalation point for high-level complaints. - Coordinate with teams across the business to ensure all actions and strategies are being done to build value for the customer.

- Develop and maintain relationships with over 250+ customers worth over £1.5 million to ensure retention. - Effectively communicate with key stakeholders across multiple industries including, education, corporate, health, and government, to determine and reach customers’ desired outcomes. - Hire and manage a team of 2 customer success managers to accommodate quickly growing customer base. - Design, improve, and transform customer lifecycle from point-of-sale through renewal, including lifecycle milestones, messaging, and KPIs. - Conceptualise and implement a formal onboarding procedure including creating onboarding-specific roles for the Technical Support, ultimately leading to the creation of an onboarding focused Implementation team. - Design and create high-level customer-facing documents including quarterly business reviews.

- Provided Tier 1 customer support for over 270 customers and over 1,600 individual users. - Executed daily data analysis to identify areas of improvement for customer health monitoring, lifecycle messaging, and internal data management. Data analysis involves heavy use of Excel, Totango, and Salesforce.com. - Conceptualised, developed, and executed 12 email marketing campaigns geared towards encouraging actionable usage of the TrackMaven application in order to help meet team’s customer engagement and health goals. - Restructured 8-week new hire training in order to ensure a more uniform training experience for future Customer Success Managers, and to establish a more comprehensive certification process.- Helped to increased TrackMaven’s National Promoter Score (customer satisfaction score based on a -100 to 100 point scale) 80 points since April 2015.

- Completed, on average, 5 Quarterly Business Reviews a week which required in-depth analysis of customers’ competitive marketing space resulting in custom insights and recommendations aimed at improving customers’ digital marketing content, and reaching their marketing goals. - Completed independent research on Facebook, Twitter, LinkedIn, and Pinterest in order to develop internal collateral for Customer Success Managers to use and reference while analysing those specific channels for customers. - Responsible for scheduling and training new users on the TrackMaven application in order to ensure proper adoption of tool. - Was recognised by multiple customers for excellent response time and professional customer service in helping them either with the TrackMaven application, or their support issues. - Helped to develop and re-design the customer implementation and onboarding segment of the customer lifecycle by aiding in the production of the initial introduction, implementation, and training materials.

- Managed and maintained the United States Army and Air Force accounts with a focus in the Adobe digital marketing products, including the Adobe Experience Manager suite. - Maintained and managed two multi-million-dollar joint-agency license agreements, and hundreds of open leads and opportunities. - Met a daily goal of 80-120 cold-calls, and weekly goal of producing 5-7 qualified leads for my territory manager. - Accountable for the progress of any individual projects including, but not limited to, gathering pertinent customer information supporting multi-million dollar contracts and building personal client base in order to meet individual and team lead and revenue goals. - Communicated daily with in-office Air Force representative to ensure appropriate support of new and existing users of the current license agreements in place, including communicating set-up of systems to users and facilitating communication between the users and their relevant squadron technical representatives.

- Closing duties included closing tills and being responsible for $800-$3000 nightly. - Maintained a client book of 20-25 customers, and fostered lasting relationships by maintaining consistent written and spoken communication by inviting to events and scheduling personal shopping appointments.

- Performed data entry with Microsoft Outlook- Maintained weekly or monthly communication with current and prospective clients via the telephone and email- Aided in developing marketing materials to attract prospective clients

International Trade Administration, Commercial Service - Director General’s Office- Produced, managed, and executed individual projects - Wrote and edited speeches- Researched and compiled state and international data on trade and economics