Toby Milner Email & Phone Number

United Kingdom

Account Management- Building trusted relationships with customers.- Regularly follow up customers [UK, Europe, Africa, and Middle East] to check that they are happy with the software, provide information on latest releases, promote additional consultancy and training services - Prepare quotes and proposals- Maintain all correspondence and data in CRM e.g. latest feedback, account cycle information.- Troubleshoot any issues with the customer, with the help of support teams if necessary- Deliver feedback to management and development teams on how we can better serve our customersSales - Respond to sales enquiries [UK, Europe, Africa, and Middle East] via email and phone calls.- Demonstrate clearly and precisely our software to prospective customers.- Prepare quotes and proposalsProject Management - Prepare statement of work and technical documentation - Develop project schedules - Manage project through to a successful outcome with help of wider project teams.Operations Management- Business administration for UK company e.g. payroll, banking and tax, Companies House lodgementsMarketing - Working closely with the Marketing Manager to implement strategic marketing plans to support existing and planned business activities.- Review and update website copy to keep up-to-date with trends, developments, product updates and enhancements by the business- Understand the target market(s) e.g. current systems used, intranet and knowledge management status, internal communication challenges, prospect issues/drivers.- Writing content on a wide range of topics for publication via blogs, eBooks, case studies and whitepapers. Sharing content appropriate for specific networks. - Manage the company’s social media profiles and presence, including Facebook, Twitter, LinkedIn- Assist with copy design/draft for paid ads across all solutions- Track, measure, and analyse all initiatives to report on ROI

United Kingdom

A member of the customer success team at GreenOrbit which delivers project management and delivery of Intranet solutions to global clients

London, United Kingdom

Insights play a critical role in the delivery of our account-based marketing services As well as conducting research myself, I managed a small team of talented researchers who collect insight about organisations, markets, industries and individuals. I owned the development of the frameworks, processes and information sources used in the agency. ·

Business analyst on a number of key projects, working closely with Intranet stakeholders. Providing requirements and recommendations for improvements to the Shell Intranet, notably;Introduction of web analytics using metrics solution WebtrendsFurther personalization within the information architectureImproved communication to the Shell publisher community, which number 6000Improving news communications to all Shell staff via a personalised view of news specific to each user and email newsletter

A member of the BG Group Intranet Development Team. Predominately working on search, usability, navigation and content renovation. Pushed for membership of the Intranet Benchmarking Forum (IBF). A global organisation that informs on best practice and intranet developments. Organised BG’s first, second and third benchmarking of their Intranet. Attended, and presented at several IBF member meetings.In March 2011 the BG Group Intranet achieved an outstanding score for usability from the IBF, ranking them second in a group of global members.Initiated a major usability study on the BG Intranet with digital agency Conchango. This was a twelve-week study that delivered recommendations against a brief. Developed a content renovation plan for 3000 intranet pages based on set criteria.Developed internal benchmark for findability, from this we identified that search and intranet improvements had halved the ‘time to find’ key corporate information.Managing the development and maintenance of BG Group’s enterprise search that utilises the Google Search Appliance (GSA). Regular communication with stakeholders through meetings and presentations. I was the lead business analyst delivering enterprise search. Gathered and documented functional requirements and thoroughly tested using test tool Understand the content collections and their security models for the key search repositories, notably SAP Netweaver Portal, SharePoint 2007, Documentum and Wordpress Reviewing search usage and behaviours monthly using the GSA administration console. Communicating core statistics to the stakeholders. Informing departmental heads of search themes, and suggesting content changes based on user behaviour.Educating BG staff in effective search techniques through various channels e.g. intranet pages, written communications and face to face.

Business Development Manager. A role in a small strategic and corporate development team within Yell, The position has two remits; supporting and growing the international business outside of the UK, as well as researching and progressing new forward thinking ideas accross the online arena at Yell.

Information management of all published reference data on UK directories site Yell.com. Specialising in taxonomy and thesaurus construction. The Yell thesaurus is a strategic data source that powers and enhances customers and users experience accross the whole Yell business. Maintenance is a full time job.

Product Manager of press cuttings research database. This was internal to the BBC and made available to researchers, editors, producers, presenters. Over 5000 users. This job focused on managing the suppliers and the users. Users were making the transition from a manual library of press cuttings, where specialist researchers did work on thier behalf to a digital service where they had to do the work.