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◆ Create the Customer Success strategy, reviewing existing structure, making necessary changes◆ Enhance customer journey◆ Liaise across diverse business areas, encouraging collaboration◆ Identify change needs, devising business cases to present to the Board◆ Define future operational needs to generate further success◆ Establish and monitor processes and procedures◆ Lead and manage team of 5 staff, across the EMEA region◆ Provide weekly individual performance reviews and create personal development plans◆ Secure additional funding◆ Retained $15million of Annual Recurring Revenue◆ Managed the renewal process and the book of EMEA business◆ Devised strategies to ensure customers recognised product value

◆ Led and managed EMEA’s largest accounts◆ Oversaw annual Recurring Revenue of $5m+◆ Managed customer issues, with a resolution focused approach◆ Maintained knowledge of all current products and services◆ Shared information to customers◆ Hosted weekly global knowledge sharing sessions within teams◆ Maintained understanding of competitor activity, researching competitive landscape◆ Provided focused presentations to Senior Team, demonstrating the impact of key strategic decisions◆ Devised business cases, indicating the impact of strategic decisions, using supporting metrics and facts◆ Led and managed team

◆ Recognised and secured new revenue streams◆ Consolidated existing profit through solution sales, achieving established sales targets◆ Liaised with the Sales and Marketing Teams◆ Supported customers in creating success plans◆ Identified key metrics◆ Built and nurtured strong, professional relationships, transferring knowledge and delivering trusted advice◆ Devised weekly sales forecasts / closure reports◆ Enhanced vision and strategy◆ Liaised with internal pre-sales support team and suppliers ◆ Revised sales and pipeline forecasts◆ Influenced project delivery, across diverse projects and campaigns◆ Partnered with the customer and project management team◆ Managed escalations and product knowledge◆ Addressed customer complaints◆ Assisted with the creation of the Customer Success Manager role

◆ Secured numerous progressive roles within the organisation◆ Established the Andover team, transferring work from another site◆ Ensured correct skillset of staff, recruiting both internally and externally◆ Delivered training and coaching◆ Managed all team operations, delivering feedback on performance and targets◆ Completed Court Production Orders, working with Law Enforcement Agencies◆ Created and implemented new processes◆ Built and developed strong internal / external customer relationships◆ Complied with regulatory, legislative and internal money laundering guidelines◆ Analysed orders to ensure no breach of legal obligations◆ Identified risks, disseminating information through CPO risk profile◆ Negotiated service level agreements with law enforcement agencies