Katie Lomas

Experience

• 

  Lloyds TSB

  Jul 2003 - Dec 2010

  Customer Services
• 

  McGraw Hill Financial

  Jan 2011 - Apr 2011

  Order Management Analyst
• 

  IPass

  Jun 2011 - Nov 2018

  - Project management – technical migrations, service improvement, assigned accounts- Account Management/Support – top 200 customers by revenue- Customer and staff Training – portal, reporting, service desk, app- Data analysis – monthly/quarterly/annually/bespoke- Report creation – standard and bespoke - Customer events – on-site promotional days and larger SaaS/Technology events - Order processing and order management through Oracle systems.- Liaising with Sales, Technical Support, Supplier Relations and other teams throughout EMEA, APAC and the US daily.- Analyzing legal contracts for processing- Billing queries investigation- Use of Hydra, Apex, Footprints, Word, Outlook and Gmail- Use of Excel and Sharepoint for monthly billing and day to day use- Use of Salesforce for case tracking and efficient SLA time keeping

  • Customer Success Manager

    Mar 2017 - Nov 2018

  • Senior Order Management and Billing Analyst

    Jun 2011 - Feb 2017

  • Order Management and Billing Analyst

    Jun 2011 - Feb 2016
• 

  Intralinks

  Nov 2018 - now

  • Looking after ~300 client contracts across multiple verticals with a combined contract value worth tens of millions• Running internal and client facing training sessions• Organized, detail-oriented Project Management skills• Client advocate, passing on positive and constructive feedback to account management and product teams• Technical troubleshooting including engaging internal support and engineering teams to ensure a resolution• Running client facing QBRs with senior stakeholders as well as regular “check-ins”• Travelling periodically to meet with high-value clients• Providing clients with reporting and statistics to help manage their portfolio• Sharing the latest and upcoming platform releases to keep the client informed and ahead of the game• Team mentor – onboarding team members to new verticals• Approachable, trustworthy, and empathetic to internal and external stakeholders Show less

  • Service Account Manager

    Feb 2022 - now

  • Principal Customer Success Manager

    Oct 2020 - Feb 2022

  • Senior Customer Success Manager

    Nov 2018 - Oct 2020