Darragh Kelly

Experience

• 

  Dom’s pier 1

  Apr 2015 - Nov 2020

  Barman and waiter
• 

  Kelco Communications - Vodafone

  Nov 2020 - Sept 2022

  My duties as call centre manager involve:• Co-managing and motivating a team of sales advisors• Running and supporting a fast-paced working environment successfully• Conducting Inbound and Outbound sales• Business sales advisor organising multiple mobile and broadband connections• Develop relationships with personal and SMB customers• Monitoring compliance with GDPR• Creating and Implementing action plans to achieve monthly targets – meeting and exceeding these sales targets• Processing Fibre broadband orders• Processing mobile connections• Conducting interviews• Organising staff rotas• Analyse sales reports to identify cross-sell/upsell opportunities• Liaising with KN Networks for broadband installations• Training/Onboarding new staff by actively assisting and supervising them on the phone to clients,processing orders and introducing them to the company culture. Show less

  • Call Centre Manager

    Nov 2021 - Sept 2022

  • Sales Advisor

    Nov 2020 - Nov 2021
• 

  Trellix

  Sept 2022 - now

  As a Customer Success Manager at Trellix, I focus on helping clients in the Norway, the Middle East, and Africa maximize the benefits of our advanced security solutions. I also have experience working in the UK and Irish markets also. My role involves facilitating client onboarding with customized training, managing high-value accounts to address their needs and enhance satisfaction, and leveraging customer feedback to optimize performance. I collaborate with sales, product development, and technical support to improve communication and client strategies. Analyzing market insights helps align our offerings with regional demands, while I also lead educational initiatives to keep clients informed about cybersecurity trends. My goal is to ensure customer success, satisfaction, and long-term loyalty through tailored approaches. Show less As a Renewal Account Manager at Trellix, you will play a pivotal role in driving customer satisfaction and retention by managing the renewal process for our portfolio of clients. Your primary responsibility will be to build strong relationships with customers, ensuring they understand the value of our solutions and are equipped to renew their contracts seamlessly.Key Responsibilities:-Collaborate closely with account teams to proactively engage with customers prior to contract expiration.-Conduct regular check-ins to gauge customer satisfaction, address any concerns, and identify opportunities for upselling additional services.-Analyze customer usage data to provide insights that help guide renewal discussions and enhance customer value.-Prepare and execute renewal proposals, ensuring timely follow-ups to achieve renewal targets.-Partner with cross-functional teams to deliver an exceptional customer experience and drive long-term loyalty.Qualifications:-Proven experience in account management, customer success, or a similar role, preferably in the technology or SaaS industry.-Strong communication and negotiation skills, with a focus on building lasting relationships.-Analytical mindset with the ability to assess customer needs and deliver tailored solutions.-Proficiency in CRM software and reporting tools. Show less

  • Customer Success Manager

    Apr 2023 - now

  • Renewals Account Manager

    Sept 2022 - now