About me

Knowledgeable and performance-driven Customer Success Manager with a wealth of experience in the B2B SaaS sector managing 25+ accounts, increasing sales and revenue, developing client onboarding processes, and high retention rates. Possess strong customer service, great communication, excellent problem-solving skills, and successful leadership skills. A resilient, assertive, proactive, strategic planner with critical thinking, decision making and presentation skills with 10+ years of customer-facing and 8 years of Account/CS management experience. A real desire to build a strong rapport with clients through empathy, active listening, interpersonal skills and a full understanding of the product. Having set up the CS teams in previous roles and successfully leading and applying structures and processes.

Key skills: 

Retention, Upselling, Presentation, Communication, Multi tasker, Relationship management, Managing team, SEO, Data-driven, Account management, Google analytics, voice of the customer, Project manager, Training, cross-team collaboration, Support, Proptech, PPC, Implementation of software. HTML, CSS.

Software:

Slack, MS teams & Suites, Zoom, Google Meets, Basecamp, Trello, Jira, Github, Miro, Typeform, Hubspot, Looker and Confluence, Zendesk and Freshdesk. Excel.

View my CV

Customer Success

• Building and managing the CS team on multiple occasions from zero at Homeflow and Resolver.

• Successfully introducing and developing the Customer Success strategy, making the team an integral part of both retention and growth within the company

• Managing a portfolio of key national and corporate accounts, introducing regular contact and ongoing business analysis

• Full lifecycle Account Management – building and maintaining strong relationships with C-suite stakehold-ers

• Producing Google Analytics reports and presenting current client status at onsite review meetings

• Advising on SEO, marketing, increasing conversion rate and UX of client online offerings

• Assessing client accounts to identify upsell opportunities, and successfully growing Homeflow revenue

• Introducing and implementing new account management strategy across the team and company

• Working closely with Sales, Production and Development Teams to enhance client experience and service

• Monitoring client attrition and working to increase retention through effective account management

Monitor the health of our clients, report on this and carry out follow-up actions as necessary.

Maintain expertise in industry best practices in web design, user experience, information architecture, accessibility and search engine optimization.

Understanding of QA testing, responsive design and browser compatibility testing.

Work closely with Development, Support and Engineering Teams on identification and execution of enhancements requests and bugs

Help to manage day-to-day efforts to ensure smooth and efficient website updates including production updates,trafficking creative assets, code changes, and collaborating on new site initiatives

Training clients on usage of our CMS

Providing technical support across the company (this may be in person or over the phone)

Project Management

As a keen customer service management professional with over 4 years of experience of project management. I dealt with all initial customer communications by phone, mail and face to face. My number one priority was always the client, and I worked to resolve any issues they might have.

Ensuring the customers needs are met, I was in charge of creating and managing Jira, Trello and Github tickets. Along with handling support tickets on Freshdesk, this gave me extensive knowledge of these platforms.

I get a huge amount of personal satisfaction from helping resolve delivery issues for customers, serving as a friendly, human face for the business and working with them to find the optimal solution. I fully understand that a late delivery can affect someone’s business or even ruin a day, and so I constantly strive to provide the best, fastest solution for my customers. 

5+ years experience in interactive agencies as digital project & product manager on major national accounts, mainly in the real estate sector. I enjoy working closely with colleagues of all disciplines – from Developers to Creative Directors and clients of varying digital experience. Feel free to scroll and enjoy the page, if you wish to know more about me. Thanks for visiting.

  • In house delivery of products such as valuation tool, email autoresponder and calendar
  • Project managed key national agents and dealt with c-suite stakeholders
  • Leadership to head and deliver a polished product along with a great service through excellent communication in person or via communication tools (Basecamp, Jira, Github, Freshdesk).
  • Techniques used for manage projects: Gannt charts, Kanban boards, Trello boards.
  • Scheduling of work to be completed in a timely manner that is realistic and achievable.
  • Other skills I possess for excellent project management are:
  • Risk Management, Cost Management, Negotiating, Critical thinking,Task Management, Quality management, A sense of humour, Patience, Tech Savvy.

Affiliate program

  • Responsible for managing and developing partnerships between a company and its affiliates. 
  • Recruiting new affiliates, negotiating and finalizing partnership agreements, managing relationships with existing affiliates, setting targets and incentives for affiliates, monitoring affiliate performance and analyzing data to continuously improve the program’s effectiveness. 
  • Other duties may include creating marketing materials and promotional campaigns to support the program, coordinating with internal teams such as sales and marketing to ensure that the program aligns with the larger company strategy, and staying up-to-date with industry trends and best practices to remain competitive.
  • Providing Customer Support for business partners
  • Manage accounts, from creation to deletion.
  • Track all transactions, and he has complete access to all reports.

Implementation & Training

Website Production:

Collaborate with cross-functional teams to build, maintain, and optimize user-friendly websites

Creation and maintenance of customer-facing, high-traffic, responsive websites that function seamlessly across mobile, desktop and tablet environments.

Maintain expertise in industry best practices in web design, user experience, information architecture, accessibility and search engine optimization.

Building and managing websites within our themes and content management system

Work closely with Development, Support and Engineering Teams on identification and execution of enhancement requests and bugs

Extensive knowledge of HTML and CSS

  • Managing the team from 0 to 4 people
  • Managing the development of bolt on tools such as valuation tools and email autoresponders along with calendar tools.
  • Extensive quality control for websites delivered ie checks on all platforms 
  • planning and organising production schedules
  • assessing project and resource requirements
  • estimating, negotiating and agreeing budgets and timescales with clients and managers
  • ensuring that health and safety regulations are met
  • determining quality control standards
  • overseeing production processes
  • re-negotiating timescales or schedules as necessary
  • selecting, ordering and purchasing materials
  • organising the repair and routine maintenance of production equipment
  • liaising with buyers and marketing and sales staff
  • supervising the work of junior staff
  • organising relevant training sessions

Training

Full comprehensive ownership of the training department at Homeflow

Responsible for creating training documentation in both pdf and video formats.

Training videos creating using articulate 360 Delivery of training to all business sizes from one branch agencies to multi-branch national agencies.

Internal how to documentation created and delivered.

Training seminars delivered in person and online

Delivery of full cycle account management