Highly motivated, creative, and enthusiastic with extensive leadership experience. Strong work ethic and high EQ, a specialist in holistic customer success management, training, and project management. Natural ability to motivate others and drive excellence with internal teams and 3rd party partners. A strong role model with a passion for people, operational service excellence, and providing the business with an exceptional client and colleague experience.

• Managed the full life cycle of bespoke SaaS development projects, ensuring timely delivery and within budget.• Developed and maintained project plans, timelines, and budgets to monitor progress.• Collaborated with client representatives, consultants, data migration engineers, and Operations technicians and Project Office to ensure project success.• Monitored project metrics including risk, change management and contingency to track project status and report progress to clients and Board members.• Managed cross-functional teams ensuring compliance with governance and service quality requirements, to successfully deliver all key milestones and outcomes.• Planned day-to-day operations including maintaining project documentation, engaging stakeholders and responding to complex enquiries.• Spearheaded discovery sessions to establish business objectives and translate them into delivery requirements.• Cultivated and developed client relationships to maintain trust, confidence and loyalty.• Collaborated with sales and marketing teams to promote growth and advocacy in the customer base.• Proactively nurtured existing client relationships after implementation, managed support escalations, and identified and executed upselling opportunities. • Influenced issue escalations with the Product and Support teams to ensure client satisfaction.• Influenced content editing for training courses, product marketing, and case studies.• Spear-headed software changes to emerging products.• Developed strategies to streamline meeting accessibility standards.

• Developed a strong understanding of my clients and their business needs and proactively built trust and reliance to maintain client retention. • Proactively acted as the first point of contact for my clients and ensured that all their needs were met promptly. • Nurtured existing client relationships and identified new business opportunities. • Presented software demonstrations and kept up to date with development updates.• Collaborated with operations and support teams to escalate issues.• Delivered product training sessions and pre-sales demos• Contributed towards the winning of a major new client • Managed retention of an existing customer forced to go to procurement• Nurtured challenging accounts to turn round negative perceptions• Consistently met high sales in an exceedingly challenging Local Government market • Contributed towards the development of key functionally within the overall software solution• Managed retention of business despite customers looking to regulate spending and achieve massive savings.

• Developed and delivered bespoke training packages for clients based on existing and new software.• Upsold services and promoted client retention.

Education Directorate • Deputy Team Leader of a team of 8 dealing with school admissions in the LB Redbridge• Oversaw the management of 3000 school applications per year plus management of Selection tests for grammar schools. • Scratch implementation of a new electronic management information system• Introduced a new management process for administering Selection exams across multiple venues requiring highly organised logistical skills.• Implementation of all new statutory changes and development of the Management Information to adapt to the changes• Strong diplomacy and negotiation skills deployed to manage difficult or upset parents

Education Directorate • Controlled the allocation of all Secondary school places to the LB Enfield population• Development of an electronic management system to incorporate electronic letter merging• Introduction of an improved paper filing system

Education Directorate • Business support to the Officers responsible for admissions to primary and secondary schools. Accuracy and speed were essential as well as an understanding of the business needs.

Education Directorate • First point of contact for all enquirers to the Education Department. Knowledge of all Education teams was required to ensure that enquiries were dealt with quickly and efficiently.