totality services - IT Support LondonManager of Customer Success
Feb. 2022 - Apr. 2024London, England, United Kingdom• Appointed to manage existing client relationships to identify cross selling opportunities, oversee areas for improvement and to deliver outstanding levels of customer satisfaction and service for improved client retention.
• Grew turnover with Multiverse from £800kpa to £1m to providing them with onsite IT support and cloud infrastructure by implementing JumpCloud, an identity management platform to integrate with HR and CRM systems for improved Cyber security and new user onboarding
• Achieved £200kpa in Revenue with Nederlander, a theatre management company, by providing them with remote and onsite IT support, hardware procurement and licence management at the Dominion Theatre
• Managed the £230kpa client account with Knowles Construction to oversee their remote and onsite IT support at both Head Office and 15 Sites by providing trusted advisor guidance to improve user experience and tech stack efficiencies
• Monitored client feedback and service desk analytics to identify device onboarding performance to ensure profitability is retained on the £350k revenue stream and overall client accounts. Strong correlation between new user onboarding outcomes and overall client sentiment
• Managed the consultation process to undertake a £40K NRR cloud transformation project for Ontier LLP upgrade legacy on-premise servers to a fully cloud infrastructure with improved data security and operational agility by presenting to the Spanish parent company CIO and UK Practice Manager to ensure deliverables are defined and understood by all
• Managed the £35k Staff Budget by overseeing a Customer Success Executive, writing the job description, advertising on Linkedin, screening 30 applications and leading the 2 stage interview process