Defined and implemented the Customer Success strategy with a new team and the introduction of a new pricing structure.Leading on a project to refresh and update our Help Centre content and integrating customer questions into our content to reduce Intercom messaging.Set up customer post-trial communications using Intercom reducing churn.Manage customer messaging in Intercom reducing 1st response times setting up macros and improving response quality.Manage customer… Show more Defined and implemented the Customer Success strategy with a new team and the introduction of a new pricing structure.Leading on a project to refresh and update our Help Centre content and integrating customer questions into our content to reduce Intercom messaging.Set up customer post-trial communications using Intercom reducing churn.Manage customer messaging in Intercom reducing 1st response times setting up macros and improving response quality.Manage customer cancellation requests and review support needs.Work closely with our Product team to ensure new releases are supported with good quality content.Set up a Daily Fixes blog (video and written content) to give customers more product insights and use cases.Set up webinar series for our existing customer base.Work closely with the marketing team to develop customer content and email outreach.Manage a team of 5. Show less

Onboarding of new customers.Gain an understanding of the customers' goals and objectives in order to position training and support.Manage contract renewals, uplift negotiations.Act as Voice of the Customer capturing insights, ideas, and frustrations.By building trust and working closely with customers, I am able to identify projects and cross-sell opportunities.Work with our Support and Engineering team to solve customer issues.Mentored and supported new team members… Show more Onboarding of new customers.Gain an understanding of the customers' goals and objectives in order to position training and support.Manage contract renewals, uplift negotiations.Act as Voice of the Customer capturing insights, ideas, and frustrations.By building trust and working closely with customers, I am able to identify projects and cross-sell opportunities.Work with our Support and Engineering team to solve customer issues.Mentored and supported new team members across different time zones.Managed projects such as setting up our team training program, instigated, and ran a project to deliver free training in conjunction with Google Digital Garage. Promoted from Onboarding Specialist. Show less

Increasing customers websites visibility for relevant searches on Google.Utilizing, keyword research, on-page optimisation and link building.Resulting in an average site traffic increase of 11%.

Recruited clients onto various business support programmes.Presented at regional business events to raise awareness of our support offering.Developed strategic partnerships with key stakeholders to ensure effective lead generation and programme awareness.Wrote and ran a number of digital marketing workshops focusing on Search Engine Optimisation.

Worked with SME businesses to ensure they were aware of and able to access the services of Business Link, a government business support organisation.Advised businesses on writing Business Plans and helping them improve their sales and marketing capabilities.Promoted from Account Manager.Lead project team to improve workflow processes as part of the Investors in People framework.

Branch specialised in qualified and part-qualified accountancy recruitment.Managed and developed team of 7 covering temporary and permanent recruitment.Took branch from loss-making into profit during first 11 months.Wrote and delivered new recruits training programme.Reporting into the business owners

Accountancy recruitmentCross-selling other divisions to existing and new customers