My approach to client success is built on a fundamental principle: discovering not just what customers need, but understanding the deeper "why" behind those needs. This philosophy has consistently delivered exceptional results across sales, onboarding, and client retention.
Proven Track Record
Sales Excellence: Generated $2.5 million in ARR in my most recent role, with clients demonstrating significantly above-average retention rates due to my relationship-focused approach.
Client Success & Retention: Achieved a 98% retention rate while consistently growing existing accounts by 10-30% annually. Several major accounts have more than doubled in value as they expanded globally, thanks to strategic relationship management and proactive issue resolution.
Onboarding Expertise: My "why-first" onboarding methodology creates stronger client relationships from day one, leading to:
Pre-booking follow-ups around agreed milestones
Direct client communication for issues and opportunities
Deep visibility into client health and timelines
Proactive problem-solving before issues escalate
Enhanced cross-selling and upselling opportunities
People-Centric Leadership
My ability to connect with and understand people was shaped early through boarding school experiences abroad from age 4, developing deep cultural sensitivity and emotional intelligence. This foundation has led to naturally taking ownership of people-focused processes throughout my career, including customer service redesign, staff training, and onboarding optimisation.
For the past decade, I've focused intensively on Customer Experience (CX) strategy, understanding that exceptional CX creates truly resilient businesses.
Recent Experience
My last two roles were with a visionary leader who recognised my ability to scale businesses through superior client relationships. I first helped establish a subscription-based voiceover talent marketplace, achieving rapid growth before transitioning to launch a purchase order solution startup. Under my client success leadership,More...
Vincent Hocking
Customer Experience Manager
Verified
I am a proactive and customer-focused professional with over a decade of experience in customer success, client onboarding, and customer support roles. Throughout my career, I have developed a strong passion for delivering exceptional service and building lasting relationships with clients. I thrive in dynamic environments where I can apply my organizational skills, problem-solving abilities, and technical expertise to ensure customer satisfaction and success.
In my current role as a Customer Experience Manager at DepositFix, I handle all aspects of customer engagement, including onboarding, troubleshooting, and ensuring smooth transitions through the customer lifecycle. I actively analyze customer feedback, resolve issues efficiently, and implement process improvements that enhance both the customer journey and team workflows. This role has allowed me to refine my technical proficiency with tools like HubSpot, Google Sheets, and other CRM systems, ensuring seamless communication and data accuracy.
Prior to this, I worked as a Customer Success Manager at ProcurementExpress, where I spearheaded client onboarding efforts, developed user guides, and conducted quarterly business reviews to ensure product adoption and retention. My ability to collaborate with cross-functional teams—including sales, marketing, and product development—resulted in measurable improvements in customer satisfaction and reduced churn rates.
My strengths lie in my ability to empathize with customers, communicate effectively, and adapt quickly to new challenges. I am fluent in English, with conversational French and Afrikaans, which enables me to connect with a diverse range of clients. My technical acumen, combined with a commitment to continuous learning, positions me to thrive in customer-centric roles, particularly in the SaaS, technology, or service industries.
I am excited about the opportunity to leverage my skills in a new role where I can contribute to the growth and success of both the company and its customers.More...
Elandré Niemand
Customer Support Consultant@ProcurementExpress.com