• 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)
Anil Mahey 