Customer Success Manager

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October 2022 to current Customer Success Manager @ Seneca Learning

Facilitated onboarding, training, and issue resolution for over 1,000 school accounts through
proactive communication via phone, email, and video calls.
Liaised between schools and development teams to ensure platform improvements and align
features with client needs.
Utilised a variety of systems to efficiently manage accounts and troubleshoot technical issues,
delivering a seamless customer experience.
Co-managed a portfolio of 1,000+ schools, overseeing setup, onboarding, upsells, and renewal
negotiations through video meetings and personalised discussions.
Worked to reduce churn and increase renewals and upsells, achieving high levels of success
despite challenging targets.
Designed and executed marketing campaigns to promote new platform features and encourage
engagement.
Proactively analysed data to identify and target low-usage schools, implementing strategies to
improve engagement and prevent churn.
Provided informal training and mentorship to team members at all levels, including senior staff, to
enhance overall team performance, efficiency and knowledge sharing.
Designed and implemented new methods of tracking positive and negative data, integrating with
Slack for seamless communication between teams.

April 2021-October 2022 Account Manager @ HandyExperts

Provided exceptional customer service via telephone and email, acting as the primary point of
contact for all inquiries and issues.
Processed customer bookings efficiently through phone and email, ensuring accurate scheduling
and allocation of engineers.
Managed booking schedules and coordinated engineer workflows to optimize daily operations.
Handled customer complaints and concerns, working diligently to achieve timely and satisfactory
resolutions.
Conducted follow-up procedures to ensure customer satisfaction, while proactively identifying
opportunities for upselling services.
Performed a variety of administrative tasks, including setting up and managing trader and customer
accounts, tracking task updates, verifying and sending certifications, and processing payments for
trader additions and reversals.

2010-2019 Operations Manager @ Wickes Building Supplies