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SummizeSenior Customer Success Manager
Apr. 2024Manchester Area, United KingdomSummize is a game-changer for businesses that work with contracts. Intelligent automation makes contract workflows simpler and smarter, uniting legal teams and business stakeholders. It seamlessly integrates with familiar tools such as Teams, Slack and Microsoft Word for a frictionless user experience. At the heart of the solution, the Summize Contract Analysis Engine combines the best of humans and AI-powered technology to digitalise legal processes, instantly producing contextual summaries with actionable tasks. Simplify and accelerate the entire contract lifecycle, without replacing your existing ways of working. It’s digital contracting, done differently.
CloudMSenior Customer Success Manager
Mar. 2021 - Apr. 2024Manchester, England, United Kingdom• Spearheaded operations as the lead for our technical B2B SaaS product, handling the onboarding, product adoption, retention and strategic development of 30 key enterprise accounts with a combined value of over £1million. • Built tailored success plans, alongside adapting the customer journey, and providing exceptional customer service, resulting in high customer satisfaction and a positive impact on the company's Annual Recurring Revenue (ARR). • Identified and capitalised on sales opportunities and upsells, working to influence continually increase revenue and exceed sales targets. • Collaborated with Account Managers to close deals and successfully introduced new products and services to customers, generating a positive impact on ARR. • Analysed product request trends and pitched them to the product and development teams, resulting in the launch of two highly successful new products. • Contributed to the building of a new Customer Success Team and developed streamlined processes to automate touchpoints, webinars, and NPS surveys for 400 SMB tech touch accounts, resulting in a notable increase in customer engagement and satisfaction. • Conducted quarterly business reviews and NPS surveys to stay informed about customers' ever-changing needs and proactively identified opportunities to provide exceptional customer service. • Demonstrated exceptional customer service by going above and beyond to deliver the "wow factor" to customers, consistently increasing customer referrals as a result, and gaining recognition from Senior Management.
Shield Safety GroupSenior Customer Success Executive
Oct. 2018 - Dec. 2020Manchester, England, United Kingdom• Led and coached a high-performing team of Customer Success Executives to onboard, drive adoption, and retain a client base of over 600 customers on our B2B SaaS product, serving over 100,000 users. • Implemented internal automation and streamlined processes, resulting in a reduction in onboarding time. • Created in-depth KPIs for Customer Success Executives and ran rates on behalf of the business, enabling data-driven decision-making and performance management. • Managed the support desk ticketing system, ensuring timely and effective resolution of issues for all users across our SaaS platform. • Triaged and analysed bugs and issues, providing detailed information to escalate to software developers via JIRA, working collaboratively to effectively reduce bug resolution time. • Advocated for customer centricity across all areas of the business, championing the customer voice and providing feedback to inform product development and business strategy. • Established strong relationships with key stakeholders, resulting in improved communication and collaboration. • Assisted with the compilation of productivity data and analysed daily reports, identifying trends and areas for improvement.
Shield Safety GroupSenior Facilities Coordinator
Mar. 2016 - Oct. 2018Manchester, England, United Kingdom• Led the recruitment, coaching and management of a diverse team of Facilities Coordinators, ensuring a productive and engaging working environment for all employees, alongside implementing targeted training programs and process improvements. • Conducted regular supplier reviews, negotiating low-cost stock and services while building strong supplier relationships. • Planned and executed all large-scale company events and conferences, ensuring seamless logistics and exceptional attendee experiences. Successfully organised and executed 10+ events with over 100 attendees each, resulting in positive feedback and increased employee engagement. • Attended and minuted all C-level meetings, establishing effective communication and follow-up on action items, in addition to creating detailed follow-up plans and successfully tracking progress, ensuring a high completion rate of action items.
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