Experience

• 

  Bighand

  Jan 2011 - Nov 2012

  Project coordinator

  As well as managing up to 30 projects at a given time, I provided support including:- Resource scheduling for profit maximisation- Production of status reports and engineer briefs- Maintenance of PIDs, RAID logs and other project documentation- Survey creation - Acting as a back-up contact for the team- Reporting- Project tracking- CRM spot checks for data integrity- Adhoc admin tasks

• 

  Meganexus ltd

  Jan 2013 - May 2013

  Associate project manager

  Responsible for the delivery of campaign management software to charities and the public sector, through Agile methodology. I worked closely with development and customers to guarantee clear tracking of beneficiary progress and KPI reporting in line with their funding body’s requirements.I also assisted with internal projects, such as ISO 27001 certification.

• 

  Dictate it

  May 2013 - Sept 2019

  Since January 2015, I managed a team of Sales, Account, and Service Managers delivering SaaS, speech recognition, transcription, machine learning (AI) and clinically integrated solutions to the NHS and private healthcare industry. - Strategic business planning of product offering and commercial approach to new markets- Forecasting and budgeting- Resource planning - Recruitment- Sales coaching, training, and development- Improvement of sales practices, the definition of roles, responsibilities, sales cycle, and relationship management- Design and execution of operational processes and controls throughout the customer journey, such as onboarding, handovers, requirements and exception gathering, progress reporting, and risk management- Internal projects, including CRM rollout- Service delivery and quality management- Launching the service redesign program using ITIL and NPS surveys- New business development- Tender and contract negotiation and management- Marketing, including competitor analysis, web and social media content management, and events- Establishing a professional suite of client documentation comprising of specifications, commercial proposals, business cases, and presentation materials Show less Managing a portfolio of top-tier accounts, I oversaw the delivery of Dictate's premium Managed Service solution and upsold it to prospective customers. - Consultative solution selling approach using customer data to build business cases - Software and tender demonstrations - Stakeholder engagement and relationship management (up to C-Level)- User engagement sessions - Chairing pre-sales and project feasibility discussions surrounding scope: system configuration, integrations, consultancy, and timescales - Led review meetings to ensure continual benefits realisation- Devising critical paths with RACI-based actions for accounts at risk - Reporting on customer performance in line with their local targets Show less

  • Head of Account Management

    Jan 2015 - Sept 2019

  • Strategic Account Manager

    May 2014 - Jan 2015

  • Project Manager

    May 2013 - May 2014
• 

  Lexacom

  Oct 2019 - Dec 2019

  Customer success project manager

  Delivering business consultancy on a contract basis, due to me travelling in early 2020. I mapped their existing customer journey and supplied recommended enhancements, as well as assisting in their marketing strategy and content creation for launch to new markets.

• 

  Ansira

  Oct 2020 - Jul 2024

  Program director, emear

  I was originally hired to onboard and lead the service delivery for the Dell account. However, by my third month, I was asked to manage the EMEA customer operations. This team supported our tech clients, including Citrix, Redhat, Sage, Microsoft and Alludo.As well as consistently maintaining quality and turnaround SLAs for our customers, designing standardised global processes and providing regular global performance metrics and customer program insights, key successes include:- Obtaining the highest employee satisfaction rates in the company- Transitioning the team from contractors to FTEs- Rolling out services to global teams in India- Implementing Zendesk knowledge base Show less

• 

  Twogether

  Dec 2024 - now

  Client operations lead