Eugene Steenkamp

Experience

• 

  AchieveGlobal

  Jan 2002 - Jan 2006

  Training Performance Consultant/Facilitator

  Prepare for training deliveries by working with sales partners and clients to understand business issues and how the training links to the desired outcomes.Deliver sales performance, customer loyalty, and leadership development training programes to AchieveGlobal clients.Create relevance during deliveries by helping learners link training content to their own business realities and environment.Post-delivery, complete required paperwork and submitPost-delivery feedback on learners and submit to clientSituational responsibilities can include: supporting/assisting sales person on a sales call, conducting program "pilots", acting as "lead trainer" for a complex implementation, and tailoring of handouts/supplemental materials to a clients needs. Show less

• 

  Yellow Pages South Africa

  Jan 2006 - Nov 2006

  Account Manager

  Account PlanningRelationship ManagementDeliver on new and repeat business targets for printed and electronic advertising and marketing solutions.Managing existing clients advertising campaigns for print and electronic media.Increasing existing clients advertising spend annually Provide continues support in the successful roll out of a national printed yellow pages advertising campaign.Increase new business client base

• 

  Vodacom

  Nov 2006 - Dec 2010

  Vodafone Business Corporate Account Manager/Solutions Consultant

  Prioritise opportunities and time accordingly to achieve targets, while managing customer expectationsIdentify and qualify up-selling sales opportunities to increase growth and revenue Fully demonstrate the importance of exceptional customer service Work alongside Sales Specialist teams to support opportunities as and when required Partner with product teams to deliver complex solutions for voice, data and enterprise usage Ensure provisioning and administration is controlled and delivered within agreed timelines.Provide accurate forecasting.Ensure sales and retention targets are achieved.Deliver end to end project roll outComplete and execute account plans. Show less

• 

  Xymogen South Africa

  Feb 2012 - Sept 2012

  Senior Business Manager

  Attain strategic, financial, and operational objectives for the startup venture. Formulate and implement comprehensive business strategies to drive growth and expansion. Supervise administrative and sales personnel, aligning their performance with key performance indicators (KPIs) and broader business targets. Oversee and execute marketing and strategic sales initiatives to enhance market presence and achieve business goals. Formulate and enhance key administrative, sales, and company policies and procedures. Manage stock planning and ordering processes to optimize inventory levels. Facilitate seamless product rollouts, ensuring successful market penetration. Provide training and coaching for sales teams to enhance their performance and skills. Design and implement product price plans, offerings, and promotions to drive sales and revenue. Develop training materials for product education and sales enablement. Conduct competitor analyses to inform targeted sales strategies aligned with market dynamics. Formulate and implement a customer service policy and process to ensure excellent customer satisfaction. Show less

• 

  LEO

  Nov 2012 - Sept 2015

  Account Director

  Proactively drive sales through solutions sellingConsult with clients on topics such as leadership, induction, compliance, mobile content, blended learning, learning platforms and training delivery.Building and maintaining client relationships across all levelsAnalyse existing or new training requirementsWork with production teams ensuring successful delivery of client projectsWork with bid teams in writing and creating winning proposalsAct on behalf of customers ensuring a high ROIDevelop and deliver sales or product based presentationsCoordinate outreach and communications with existing and new clientsRepresent LEO at learning technology shows and conferencesDeveloping a forward strategy for work with new and existing clients, in collaboration with senior management.Facilitating meetings of internal work groups to discuss strategy development and implementationDrive key projects on behalf of key business partnersLeverage subject matter experts to provide frameworks/best practice and to assist work groups/project teams as needed during new opportunities/projects Show less

• 

  Brightwave Ltd

  Oct 2015 - Mar 2017

  Solutions Consultant

  Grow, manage, and develop existing key FTSE 100/250 customersManage incoming sales enquiries created via direct marketing, social media and web campaignsStay up to date with the latest learning trends for platforms and contentEducate customers on platform and digital learning technologyConduct client meetings and technology demonstrationsDetailed needs assessmentsHost thought leadership eventsDevelop productive and long term client relationshipsWork closely with marketing and delivery teams to identify re-selling opportunitiesWork with customer success teams undertaking client satisfaction exercises ensuring the successful delivery of multiple projects Show less

• 

  Kallidus

  Apr 2017 - Sept 2018

  Senior Solutions Consultant

  Consult with customers on all levels, across a range of industries, aligning digital learning technologies and L&D in support of achieving organisational objectives Responsible for translating customer requirements into bespoke digital learning solutions.Maintain a strong knowledgebase of new and upcoming learning technologies and thought leadership.Upskill customers on complex production processesWork closely with production teams in driving projects through from start to finishAct as customer champion ensuring project team deliverables are in line with expectationsWriting winning proposalsSupport, recommend and educate clients on the various options of digital learning delivery (training vs. Campaigning/courses vs. resources/micro learning vs. macro learning/rapid vs. knowledge sharing vs. behaviour change)Create and deliver presentations as part of either a sales process or an information sessionCoordinate outreach, communication and training for existing and new clientsDeveloping key account strategiesFacilitating meetings of internal work groups to discuss strategy, development and implementationRepresent Kallidus at Learning Technology conferences and shows Show less

• 

  Siyona Tech Ltd.

  Jan 2019 - Jul 2019

  Customer Success Manager

  Drive retention and growth among our most valued clients by comprehending their business needs and aiding in their success. Delivering and communicating ROI to clients throughout the client lifecycle. Act as the trusted partner for clients, providing expertise on product functionality and solutions delivery.Sustain a continuous dialogue with clients regarding their digital transformation trends, sentiment, and opportunities for deeper engagement. Maintain a robust knowledge base of emerging learning technologies and thought leadership. Represent the clients' voice to contribute valuable input into every core solution and delivery process. Collaborate closely with production teams to shepherd projects from inception to completion. Assess clients' engagement levels and offer feedback for product and service enhancements. Provide insights to clients, ensuring they derive maximum value from the solution. Develop and deliver presentations as part of either the sales or customer success process. Coordinate outreach, communication, and training for both existing and new clients. Facilitate meetings of internal work groups to discuss strategy, development, and implementation. Show less

• 

  Fuse Universal

  Aug 2019 - Jun 2022

  In addition to the roles and responsibilities highlighted for the Client Success Consultant – Manager role mentioned below, the following roles and responsibilities also apply to the LEAD EMEA role:• Leading and managing a high-performing, motivated Client Success Consulting team to meet revenue and client satisfaction targets while fostering:• efficient employee onboarding• personalised development plans• programme initiative implementation• coaching and modelling of best practices• structured team meetings, one-to-one sessions and team building activities • support to overcome obstacles hindering team succes Show less Leading all client relationship management activities, emphasizing the enablement, adoption, and delivery of business value through strong relationship-building, product knowledge, and strategic planning.Crafting effective account plans for each client, centered on the business value they aim to achieve.Promoting platform adoption and engagement using data to enhance client loyalty, retention, and advocacy.Coaching clients to master the product, guiding learning structures, content alignment, and data utilisation for demonstrating business value.Collaborating with Services teams (Implementation, Content Services) to design learning experiences that address client business challenges and deliver value.Expanding client advocates through engaging clients in promoting Fuse via collaboration, social media, webinars, etc.Conducting Quarterly Business Reviews and regular check-ins to ensure strong business alignment, strategic engagement, and high client satisfaction (NPS) that drives account growth and retention.Facilitating direct client interactions with Product and Technology teams to share feedback, drive process improvements, and address needs/issues.Managing client conversations regarding enhancement requests and bug tracking, ensuring transparent communication with clients.Partnering with the Sales Team in pre-sales to capture prospective clients' requirements.Coordinating with the Sales Team to handle renewals and identify upsell and cross-sell opportunities for expanding existing accounts.Proactively identifying client churn risks and collaborating with cross-functional teams (Leadership, Sales, and Product) to develop and execute mitigation plans to eliminate churn risks. Show less Monitored metrics and derived actionable insights to enhance platform efficiency, aligning with customer goals and objectives. Played a pivotal role in ensuring client satisfaction by collaborating with operational teams to resolve service issues effectively. Led process improvement and problem-solving initiatives, establishing standard procedures and escalation policies for the customer support team. Actively influenced product change and improvement based on valuable customer feedback. Spearheaded strategic planning initiatives to expand key accounts. Conducted training and mentored team members to boost productivity, accuracy, and a customer- first approach in all our endeavours. Gained customer acceptance through demonstrated operational enhancements, consistently achieving organisational objectives. Stayed current by attending trade shows and seminars to promote our products and stay informed about industry developments. Show less

  • Client Success Consultant Lead - EMEA

    Nov 2021 - Jun 2022

  • Client Success Consultant - Manager

    Jun 2020 - Nov 2021

  • Senior Customer Success Manager

    Aug 2019 - Jun 2020
• 

  Gearset

  Jun 2022 - Dec 2023

  Enterprise Customer Success Manager

  Act as a trusted advisor for the client post-sale to implement Gearset solutions into their operational environment effectively.Manage the onboarding experience, interacting with clients and key internal resources to ensure all key milestones are met, including assisting customers with initial product set-up and training on usage.Improve customer retention, adoption, and expansion by increasing Customer Lifetime Value.Identify, improve, and lead all aspects of the health status of each customer, leveraging analytics to proactively reach out for enhanced product adoption and customer success throughout the lifecycle.Continuously improve processes by incorporating customer feedback to generate and execute ideas for overall customer success enhancement.Build customer relationships to understand business needs and increase their ROI with Gearset solutions.Collaborate internally across functions to advocate for the voice of the customer to all relevant stakeholders, both internally and with channel partners.Demonstrate an ability to create partnerships and manage relationships to investigate and resolve customer issues.Focus on increasing product adoption and revenue, proactively managing churn results, and ensuring customer satisfaction.Provide updates on new features or functionality for contracted services; identify opportunities to educate customers on existing and new Gearset products.Demonstrate exceptional customer service by providing consistent, timely, and accurate support.Resell the value and benefits of Gearset solutions, up-sell/cross-sell services and products to increase customer satisfaction.Manage contract renewals and extensions.Display a strong ability to resolve conflicts, solve problems, and provide exceptional customer service to external and internal stakeholders. Show less

• 

  Thrive

  Jan 2024 - Feb 2025

  Strategic Customer Success Manager

  As a committed Strategic Customer Success Manager at Thrive, I specialise in fostering robust, long-lasting relationships with clients to ensure their success and satisfaction. With a proven track record in delivering return on investment, aligning with strategic objectives, and developing successful value propositions, I focus on aligning client goals with our strategic initiatives. My expertise lies in analysing customer data to identify opportunities for growth and enhancement, fostering a collaborative approach that empowers clients to achieve their desired outcomes. Passionate about enhancing the customer journey, I leverage my skills in communication, problem-solving, and cross-functional collaboration to create value and drive enduring partnerships. Show less