Account Manager (Aviation, Science & Research, Healthcare)
June 2021 — Present
Experienced Enterprise Account Manager for digital solutions across the Architecture, Construction, Engineering and Operations industries.
With in-depth knowledge of Software as a Service (SaaS), Data and API integration alongside offering a myriad of digital solutions available from Thinkproject.
● Developed and implemented strategic plans, leading to a 15-point increase in Net Promoter Score (NPS), a 10% improvement in Customer Satisfaction (CSAT), and a 12% growth in client satisfaction for key clients in the Aviation, Sciences & Research vertical.
● Conducted product demonstrations and facilitated technical discussions around API integration and data aggregation within various cloud-based platforms.
● Collaborated with the product team to manage product requests for strategic clients, resulting in a 12% increase in client satisfaction. Successfully incorporated client feedback into the product roadmap, leading to an 8% improvement in product adoption rates. Implemented five new product features and updates, contributing to a 15% growth in client engagement.
● I have successfully identified and retained accounts with a potential churn risk, implementing strategies that led to an 8% increase in overall customer retention. Collaborated with clients to understand their needs, resulting in a 15% improvement in customer satisfaction scores. Additionally, I reduced customer churn by 10% through proactive issue resolution and value optimisation.
● Managed and coordinated health care services for key accounts, improving overall client satisfaction and retention.
● Leveraged extensive knowledge of Cloud Platform to provide superior customer service and resolve complex technical issues.
● Demonstrated proficiency in developing Use Cases to improve client account strategies and initiatives
Customer Assurance Manager
June 2020 — June 2021
A SaaS Company that empowers the technology industry’s vendors, channel partners and customers to optimise operations and accelerate tomorrow’s revenues with market intelligence, business analytics and opportunity analysis. My main objective was to drive the customer-first empathy culture. I was brought in to:
● Managing the onboarding process:Streamlined the onboarding process, reducing average setup time by 20% and ensuring 95% contract compliance, leading to a 15% increase in value realisation speed.
● Refine and establish the preparation and delivery of Quarterly Business Reviews:Enhanced the Quarterly Business Review process, resulting in a 25% reduction in preparation time and a 10% increase in client satisfaction scores based on post-QBR surveys.
● Educating customers about CONTEXT’s products and services:5 Conducted targeted product education sessions, resulting in a 15% increase in product feature adoption and a 20% improvement in customer awareness of service updates.
● Troubleshooting customer’s concerns:Achieved a 15% decrease in average resolution time for customer concerns, contributing to a 10% improvement in overall customer satisfaction and perceived value.
● Acting as a liaison between internal teams:Improved internal collaboration, reducing the average time to resolve tricky inquiries by 30%, resulting in a 20% increase in customer satisfaction scores.
● Feedback on customer health to the account manager: Provided actionable insights to account managers, leading to a 10% increase in upsell opportunities identified through NPS-driven feedback and a 15% improvement in overall customer health.
Career Break due to Covid 19
June 2020 — June 2021
Spent some much needed quality time with family.
Channel Sales Account Manager
Mar 2019 - Mar 2020
Responsible for the entire sales relationship with key enterprise clients, including fulfilment of customer success management. This included senior stakeholder management, business reviews, presenting reports, gaining advocacy commitments, and managing service renewals. Determined customer sales strategy based on business outcome requirements and developed, presented and closed proposals for both upsell and cross-sell opportunities.:
● Successfully managed multiple £60k+ accounts on behalf of employer.
● Produced £600K+ by driving in-bound sales lead while connecting to the appropriate salesperson via direct sales channel.
● Part of a wider team that looked after an annual renewal book of £9M.
● Negotiated a London OEM partner contract worth £200K+ and reduced enterprise customer onboarding time by 50%.
● Reduced enterprise customer onboarding time by 50% to less 45 days.
● Increased deal speed by reducing product evaluations from an average 30 days to 3 weeks. This was done by designing technical playbooks to bring value realisation much earlier in the evaluation period.
● I worked closely with senior leadership to set the overall vision and strategy for my client base. I regularly communicated with clients to understand their needs and goals and was able to align our services to meet those objectives.
Advisory Software Support Engineer
Feb 2014 - Feb2019
Orchestrated end-to-end customer success initiatives, fostering executive relationships and aligning technical solutions with business needs. Pioneered streamlined engineering and customer support processes, swiftly resolving software implementation challenges. Delivered expert guidance in a dynamic environment, coaching product leads to excellence. Active participant in daily status calls and project meetings, ensuring optimal client satisfaction.
● Empowered career success and development:Spearheaded a systematic employee performance review and check-in process, resulting in a commendable 10% improvement in employee engagement scores as measured through quarterly surveys.
● Minimised overall technical debt and backlog: Successfully reduced overall technical debt and backlog by an impressive 30%, resolving 90% of cases aged >150 days. Utilised Power BI dashboards for case identification, resulting in a 15% faster resolution time and a 20% improvement in case prioritisation alignment with client needs.
● Monitored and optimised the Average Ticket Time: Strategically reduced Average Ticket Time by 20% on a daily and 10% every week, leading to a significant 15% improvement in customer satisfaction scores. Recognised in performance reviews, this initiative contributed to a 10% increase in customer retention over the quarter.
● Diligently managed First Contact Resolution: Achieved and maintained an impressive 96% First Contact Resolution rate, surpassing industry benchmarks. This success contributed to a 24% improvement in customer satisfaction scores, as evidenced by quarterly customer feedback surveys.
Software Technical Support Specialist
March 2008 - march 2014
Began my UK career at MapInfo, Mapinfo Pro is a desktop geographic information system (GIS) software developed by Precisely, used for mapping and location analysis. It was formerly developed by Pitney Bowes Software and the MapInfo Corporation.
● Troubleshoot geospatial issues around DB configuration, HTML, SQL, Automation and varied diagnostic tools.
● Attend daily development scrums to manage my client's bugs and feature requests all done via Jira and agile methodologies.
● Develop technical content to be used by the software support team to foster community engagement.
● Attended product/project management meetings and advised the team of new developments; worked with the PM team on product direction/UX design based on customer interactions and feedback.
Experience
Education