Paul Spitere

Experience

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  HSBC Bank UK

  Jun 2005 - Dec 2006

  Premier Officer

  • Serving customers in a friendly and efficient manner and identifying opportunities to increase sales.• Completing various administrative tasks for the banks ‘Premier Customers’, taking instructions over the telephone and ensuring they are inputted in a timely and efficient manner.• Generating and conducting appointments and liaising with the branch’s Financial Planning Manager maximizing income.• Whilst working in the Coventry Branch my position was Savings and Investment Adviser. I achieved my targets via high attainment of excellent customer service and ensuring the product suited each and every customer’s individual needs. My duties included conducting meetings to promote the bank’s savings and investment products, consolidating and creating new business. Show less

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  Ulster Bank

  Jan 2007 - Sept 2009

  Customer Service Officer

  • Serving customers in a friendly, timely, and efficient manner. • Initiating contact with customers advising them of their investment options and arranging and conducting meetings to increase revenue for both the customer and for the bank. For the bank’s ‘SSIA Reinvestment Campaign’, I exceeded the target to attract new customers, and reinvest the proceeds within Ulster Bank.• Supporting colleagues in their development in lead generation and providing customers with the best possible service; matching them to products which best suited their needs.• Conducting interviews with customers whom required current and deposit accounts, borrowing, and various other facilities which the bank provided. Whilst in this role the branch exceeded the set target, exceeding 130%.• Attending ‘Future Leaders’ breakfast with Sean Healy, (Ulster Bank Group’s Retail Director) due to my achievements within branch.• I was nominated as part of a team attending the Cork County Hall, attracting and promoting business in the areas of wealth, personal and commercial banking again exceeding the target which was set by the Regional Director, Sean Breheny in acquiring new business. Show less

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  Milton Keynes Council

  Oct 2010 - Aug 2011

  Class Teacher

  • Planning, delivering and marking lessons based on the National Curriculum. • Ensuring the children make progress, monitor and record their progress. • Liaising with parents and other stakeholders regarding school and pupil related issues. • Ensuring the children's educational, spiritual and emotional needs are met.• Supporting the school in an extra-curricular context organizing and participating in school events.

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  Northamptonshire County Council

  Oct 2011 - Aug 2013

  Class Teacher

  • Planning, delivering and marking lessons based on the National Curriculum. • Ensuring the children make progress, monitor and record their progress. • Liaising with parents and other stakeholders regarding school and pupil related issues. • Ensuring the children's educational, spiritual and emotional needs are met.• Supporting the school in an extra-curricular context organizing and participating in school events.

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  Mercedes-Benz UK Ltd

  Sept 2013 - Oct 2017

  Rollout Lead• MBC POS Project lead for the BeNeLux cluster responsible for the co-ordination of resources, planning of key project meetings and the main point of contact for the market • Manage project team to ensure all key project milestones are met through managing regular teleconferences and the successful communication amongst the various stakeholders• Meet and update senior stakeholders from the markets including the CIO and board members of Mercedes-Benz Netherlands and Mercedes-Benz Belgium to ensure the needs and requirements are met.Key Account Manager Role• Key Account Manager for three existing markets as well as eleven emerging markets. Build an effective, co-operative relationship with new national markets as well as manage existing ones. • Meet and liaise with project leads from other countries, managing the relationship on behalf of Daimler AG (HQ). • Build a positive relationship based on a collaborative model and knowing their key requirements.• Assist them to increase adoption of the system in their market, through chairing workshops, visiting retailers to ensure understanding of real issues and how to overcome them. (Additional responsibilities to follow) Show less • Product owner & Project Manager of ‘Mercedes me connect’, an online business transformation project. Devised and executed the product’s overall vision and approach to stakeholders and customers• Presented the business case for all change requests/requirements relating to the system with respect to features and functionality• Turned around a low performing market to the top performing country worldwide due to increasing engagement across all stakeholders and by providing stakeholders reporting as to the success of the system uptake by analysing user statistics to provide accurate and timely reporting• Provided a monthly usage report to the CEO of Mercedes-Benz UK Ltd• Recruited and managed three direct reports who provided system support and assisted in documenting system features and increasing product engagement rate• Provided system training and support through engagement workshops• Worked closely across departments in improving engagement through marketing strategy to providing information days for users• Further responsibilities in delivery of Mercedes me connect (Business to Business solution) and the introduction and deployment of Live Chat facility on the Mercedes-Benz UK website Show less • Provide subject matter expertise in-dealership to support all system users, answering questions on the new system or passing them on to the Point of Sales Project team for a timely resolution• Gathering and reporting feedback from users on the system• Arranging and conducting meetings with senior management in dealerships, from impact assessments to implementation, advising them where appropriate.• Facilitated process workshops with retailers • Incident /problem triage and management of 3rd party and internal resolver groups• Liaise across the business to resolve system related issues as they arise, in a timely manner• Manage and support other Implementation Consultants in assisting in the rollout of the new system• Securing and maintaining relationships with users to overcome initial reluctance to change and managing perceptions of MBC POS functionality to reduce disengagement towards the national roll-out• Dealership account management – Manage five retailer groups directing support as required Show less

  • EMEA POS Implementation Lead (Promoted) & Key Account Manager POS Europe (May 2017 - (Oct 2017)

    Jul 2016 - Oct 2017

  • Mercedes connect me Lead Project & Product Manager(Promoted)

    Jul 2015 - Jul 2016

  • Implementation Consultant (Sept '13 - Dec '14) & Lead Implementation Consultant (Jan '15 - June '15)

    Sept 2013 - Jun 2015
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  Poppulo

  Oct 2017 - Sept 2020

  Senior Customer Success Manager

  • Project Management: A key component of the Customer Success role within Poppulo is Project Management of the onboarding of our customer, responsibilities include delivering projects on-time, within budget and scope. Developing Project scopes and objectives, involving all relevant customer stakeholders in achieving success. • Co-Ordinate internal resources for the flawless execution of projects. Ensure all projects are delivered on-time, within scope and budgets. Ensure resource availability and allocation is managed appropriately. Develop a detailed Project Plan to track progress. • Manage the relationship with the client and stakeholder. Perform Risk Management and minimise project risks. Create and maintain project documentation with tools and techniques provided to support. • Building a solid partnership with our customers, understanding their challenges and objectives to ensure they achieve their goals through Poppulo. • Mapping out a Customer Success plan with and for our customers from onboard, throughout their partnership with Poppulo, ensuring adoption, retention and advocacy.• Reviewing this plan regularly through account reviews, ensuring goals are met or amended accordingly. Being the voice of the customer in Poppulo and in turn creating customer advocates. Seeking and finding opportunities for growth within my customer base and working with the sales team to upsell and cross sell. Show less

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  CitySwift

  Oct 2020 - Aug 2021

  Senior Customer Success Manager

  • Provide strategic direction on all our customer-related activities ensuring that value and retention are delivered across all our engagement channels.• Mapped Customer onboarding journey• Advocate for changes in other departments’ ways of working and collaborate with them to implement those.• Manage two direct reports in their time within the CS team.• Oversaw the introduction of an LMS to the business• Develop customer processes, programs and best practices for customer success outcomes• Support and mentor CitySwift internal employees to ensure they are escalating the correct issues, and getting training on any incorrectly escalated issues Show less

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  JAGGAER

  Aug 2021 - Jan 2024

  • Develop a trusted advisor relationship with key/major customer stakeholders and executive sponsors to drive product adoption thanks to periodic reviews.• Define and drive execution of a targeted success plan per customer to support key business goals.• Facilitate access to product, functional expertise & market best practices.• Orchestrate top issue resolution and provide trend analysis for proactive risk mitigation.• Gain knowledge of customer business initiatives and goals to ensure alignment with customer-licensed modules and features.• Identify and communicate upsell opportunities for account growth and new business• Part of the hiring panel for new joiners & act as a mentor as a senior CSM to new joiners in the Customer Success team Show less

  • Senior Customer Success Manager

    Apr 2023 - Jan 2024

  • Customer Success Manager

    Aug 2021 - Apr 2023
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  DeepStream Technologies

  Jan 2024 - now

  Senior Customer Success Manager