David Thompson

Experience

• 

  Royal Air Force

  Jan 1996 - Jan 2001

  Aerial Comms Engineer
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  Wilmington Healthcare

  Sept 2001 - Jan 2019

  Head Of Sales

  Wilmington Healthcare are the UK’s leading provider of B2B healthcare information offering an unrivalled portfolio of healthcare intelligence products and services.I am directly responsible for thirteen sales staff covering Data/Business Intelligence Sales, Online Subscription Sales and associated data driven products and services. I ensure all members of the team are working to their full potential enabling expansion of sales across our portfolio of products, whilst providing a customer centric experience for all our clientsI take an active role in the business development of more complex sales opportunities that require a higher level of consultation and requirements gathering. I have been heavily involved in developing new systems and procedures to ensure maximum productivity for the teams I manage and for compliance with ISO9001/ISO27001.Day to day Management tasks include pipeline reporting, budget planning, appraisals and recruitment.I’m a key member of internal advisory boards covering product development, migration and implementationEnabling, coaching and support for the team are my key focus areas. This people focused approach ensures staff retention is high which in turn builds a highly experienced and engaged sales team.• Confident with a strong telesales background and proven sales management experience • A ‘hands on’ self-motivated individual, who can demonstrate experience of recruiting, managing, training and motivating teams• Proven track record of converting qualified leads and enquiries into sales• Experience of delivering sales growth in a B2B subscription information publishing environment • Excellent presentation and negotiation skills and ability to communicate at all levels• Strong analytical skills• Excellent organisation skills, able to work under pressure and to tight timescales• Collaborative approach, with proven relationship-building ability• Highly experienced in team and 1 -2-1 mentoring, coaching and training Show less

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  Binley's

  Oct 2001 - Sept 2006

  Senior Account Manager

  Part of a team of five account managers selling bespoke database and CRM population solutions, targeted at clients (mainly Medical/IT/Pharmaceutical) wishing to market products into the Public Sector (NHS/Local Government). Although there is still a degree of cold calling, this is very much a niche product that is backed up by a high degree of advertising and marketing. Much of our new business comes from incoming enquiries and the selling is more consultative, allowing us to identify the best solution for clients needs. Duties include regular maintenance calls to existing clients, close direct liaison with Business Development Director, on demand sales project work as requested from Managing Director. Although mainly office based telephone work, there are a number of Health associated exhibitions and conferences throughout the year that Account Managers attend to maintain and increase Binley’s company profile, as well as onsite visits to clients throughout the year.The company often brings in external trainers and I have attended a wide range of advanced sales courses. Show less

• 

  Papirfly - Part of the Papirfly Group

  Feb 2019 - Feb 2023

  I am responsible for the overall success of Papirfly in the UK and Global markets, driving sales and embedding a culture of success across a highly skilled workforce.I have full ownership of the P&L in the UK, making sure that the functions of the organisation are aligned to meet the Group's strategic commercial objectives.I am responsible for £6.5m ARR and an OPEX budget of over £3.5m.Key Activities:Prepare, manage and monitor budgets and deliver commercial KPIs. Implementing and embedding the organisation’s vision, mission & values.Working closely with sales to monitor activity and performance, and support the closing of deals when necessary.Drive and manage the customer value proposition as a part of a clearly defined go- to-market strategy.Evaluating the work of employees in the UK and ensuring they have clear KPIs and are delivering against set targets.Drive and support the partner value proposition to secure growth and profitable new customers.Be responsible for the UK organisation's commercial success and measure, display and circulate commercial results, including periodical forecasts.Assess risks to the company and ensure they are monitored and minimised. Working closely with Marketing and Lead Generation teams to develop messaging and communication relevant to our target audience and ICPs.Supplier management and contract re-negotiation. Show less Papirfly is a Brand Activation Management SaaS technology company working with many of the world's largest brands. Our key markets are Employer Brand and Talent Acquisition teams, but we also work extensively with Corporate Communications and Marketing teams.As Head of Customer Success, I lead the UK based Customer Success team in implementing our customer success framework through coaching and mentoring. Along with leading, developing and supporting direct reports, I lead by example through building strong relationships with key stakeholders within my customer portfolio, becoming a trusted advisor with the goal of increasing MRR and ARR.I manage my own portfolio of global brands such as Meta, Coca Cola, Rolls Royce, TJX, HSBC, AZ , and Cargill. This is just a snapshot of my own portfolio of £2m in licence revenue that I am directly responsible for, along with my team management work. I support the Global Customer Success Director in leading any new initiatives into the regional teams that are aimed at the continued growth and development of the company and its ambitions. Whilst in this position I have continued to grow customer revenues and achieve consistently high retention rates within my own and team member portfolios.Key Activities• Ensuring timely and accurate revenue and churn forecasts for the UK Customer Success team.• Leading & influencing discussions around global Customer Success processes and improvements.• Keeping accurate and up to date tracking of key departmental metrics including, but not limited to MRR, ARR, Health, Risks and Opportunities.• Identification of areas of improvement and training for the individual team members. Provide mentoring and support to the team as needed via 121’s and reviews.• Ensure success plans with customers have been created at personal and team level.• Conduct quarterly Executive Business Reviews with customers to monitor progress toward business goal achievement.• Recruitment and training Show less Employed as a CSM to work across a portfolio of 30 key customers.Our customers are global organisations such as Meta, Coca-Cola, AstraZeneca, HSBC, Vodafone and similar organisations, specifically working with Global Employer Brand and Corporate Comms teams.Retention and growth of customers is the focus across our existing customer base, as well as the full onboarding, activation and ongoing product adoption for new customers.Driving engagement and adoption of Papirfly with product end users and key stakeholders is essential to growing and retaining customers.I consistently outperformed my peers when it comes to customer retention and upsell targets.Success in the role has led me to be promoted to head of Customer Success for the UK-based team. Show less

  • Managing Director Papirfly UK

    Apr 2022 - Feb 2023

  • Head of Customer Success, UK

    Mar 2021 - Apr 2022

  • Customer Success Manager

    Feb 2019 - Mar 2021
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  Radancy

  Feb 2023 - Nov 2023

  Director Enterprise Solutions

  We’re the global talent technology leader intelligently solving the most critical challenges for employers and delivering results that strengthen their organizations. Our unified platform, augmented by rich data and deep industry expertise, is revolutionizing how employers attract and hire the talent they need – through connected intelligence.

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  Seenit

  Nov 2023 - now

  Customer Success Lead

  This role involves leading onboarding processes, maintaining strong customer health scores, and fostering relationships that promote retention and growth.Regular communication with customers to build strong relationships and enable multi-threading.Onboarding and Activation - Deliver successful onboarding processes to activate customers against their goals identified during the Sales process.Ensure new customers achieve their initial success milestones promptly.Customer Health and Success Planning- Deliver value through joint success planning and continuous enablement of customers. Maintain and improve strong customer health scores through proactive engagement and support.Retention and Growth - Drive our net revenue retention by balancing customer retention and identifying growth Identify and execute upsell and cross-sell opportunities to drive additional revenue.Churn Reduction- Identify at-risk accounts and develop strategies to mitigate churn. Create urgency around risk accounts and take swift action to address issues Show less