A good CSM is the catalyst of an efficient business relationship. My clients know they can trust my word and rely on my help, while account managers, developers and support teams base their efforts on the insight I can provide in our customers’ perspective.
I chose to work in IT out of interest in the science, and soon grew a passion in how deep, intricate and fabulously complex the industry is. This webpage is an exercise for me to learn new skills and grow professionally.
Experience
Customer success managerJan. 2022 - Present day
InsightRemote, UK
- Grow a Customer Success function, implement processes, playbooks and engagement strategies.
- Manage the client partnership experience from onboarding onward: lead customer engagements including architecture review, training, and QBR to provide value.
- Identify areas for growth or additional revenue generation, including upsells, cross-sells, and improved adoption.
- Act as owner and point of escalation for critical production issues, working across internal teams and vendor contacts to facilitate a timely resolution.
- Educate users to drive and increase adoption of a complex feature set, enabling optimal value generation from complex licensing and use-case.
- Be a proactive advocate, extension of the customer.
Advocate coachJul. 2021 - Jan. 2022
CONCENTRIXRemote, UK
- Report to top management EMEA on team performance and progress against aggressive monthly objectives, some of which doubled YoY
- Conduct performance reviews, providing feedback and coaching to improve team performance.
- Maintain all responsibilities involved in previous role.
Technical pre-sales specialistNov. 2019 - Aug. 2021
CONCENTRIXRemote, UK
- Rated >4.5/5 consistently over 1+ year and thousands of client interactions.
- Reply to technical enquiries from customers and Partners in French and English via phone, email, and chat.
- Provide sales support to channel, end users and consultants, constantly overachieving target.
- Propose technical solutions to satisfy customer needs including working with third party suppliers when required.
Good to know
Relevant information
- Bi-lingual (Native French speaker)
- Able & willing to travel
Skills
- Trained in preparing and providing presentations based on large volume of data
- Ability to train, educate user tactfully, empowering them to extract full value
- HTML & CSS
- Working knowledge of Microsoft contracts (EA, MCA, MOSP, etc) and licensing (On-prem, Seat-based, Azure integration).
- Proficiency in MS Office suite - Excel, PowerPoint, Bookings, OneNote, SharePoint.
- HTML & CSS
- JavaScript
Qualifications
Microsoft certifications
AZ900 Azure Essentials
MS900 Microsoft 365 Essentials
MTA 98-361 Software Development Fundamentals
Education
Bachelor's Degree - Law