Daniel Mount
Customer Success Manager / Account Manager
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About
PERSONAL SUMMARY An enthusiastic, dedicated and capable individual, able to work both as a team member and under his own initiative. Proven ability to learn, develop, and succeed, verified by a strong employment history. Passionate about attention to detail and giving the best in customer service, married with exceptional communication skills and the ability to thrive in any situation. Fast-thinking and inquiring, a great trouble-shooter, with a talent for hard work and organisation.
ACHIEVEMENTS
Headed up a Repackaging project for a key product, responsible for reviewing the current pricing and modules used by existing customers. By the start of 2019 I had rolled out a pricing increase and software tiering system, personally heading up the one on one consultancy with customers to go through the changes and negotiate where necessary. This resulted in an average maintenance increase of 95% with a 100% retention, as of August 2020.
Identified, Implemented and managed the development of new Web Based UI to key elements of a legacy ERP system to create a suite of addon apps that were high impact low cost solutions changing the view from customers on what our company could offer and modernising our solutions.
Identified low cost high impact developments that would reduce caseloads. An example uncovered a high level of cases due to requests for background processors to be restarted that could be removed by moving background processors to run on a window server providing the ability to automatically restart background processors. reducing not only cases but enhancing customer confidence in the system.
Consistently top account manager, achieving 220% of monthly target, and won multiple key accounts over from major competitors. I also took over dealer portfolios that were previously only designated to management, turning dormant relationships into productive revenue streams.
Built a catering company over a four year period, from conception to being an established name within the centre of Manchester supplying catering needs to some of the largest offices within the city centre.
Experience
WORK EXPERIENCE
Insylo Technologies SL 2020 - 2023
Insylo, a Tech Start-up based in Spain, providing an innovative solution to some of the world's largest Agri businesses, using 3-D technology and a solar-powered sensor combined with a cloud-based software platform that gathers, processes and provides the most relevant KPI´s of the feed-stock contained in the silos of the livestock farms.
Customer Success Manager: September 2020 - May 2023
Duties
- Create from conception the customer onboarding plan
- Building close relationships with key stakeholders and user groups to understand needs and manage customers through the customer onboarding journey
- Support CEO with transitioning business from a tech-startup development house to supporting commercial agreements and services.
- Provide user feedback and insight to guide and shape business plans and solution development
- Communicate and manage product updates to stakeholders and user groups
- Run product training and creation of product support materials
- Point of contact for customers queries/issues and acted as the point of escalation when issues where unresolved
- Provided customer reporting, hosted service reviews, proactively monitor potential risk factors, customer satisfaction and training needs.
- Develop a thorough understanding of the customers objectives and goals, reviewing account data and lead the development of adoption strategies
- Full ownership of customer accounts, driving business outcomes and retention
- Proactively seek new commercial opportunities and new business opportunities outside of the customer base.
Primetics, a Cultura Technologies company, is the leading Agribusiness and Commodity Trading software provider in the UK. Providing comprehensive, proven software solutions for agribusinesses to simplify data management, streamline processes, and improve business analysis and decision making.
Product Strategy Manager: April 2019 - August 2020
Duties
- Implementing and heading up new R&D product processes
- Responsible for the Primetics Product Strategy and Roadmap and communicating this to Primetics customers & stakeholders
- Engages with Primetics customers to understand their business, incl.seasonal variations, timelines, challenges & workflows
- Maintains regular product communications with Primetics stakeholders
- Plans new product features and product enhancements in conjunction with Primetics customers & stakeholders
- Demonstrates new ideas and features to Primetics customers & stakeholders via Show n’ Tells, video and/or documentation
- Collects, analyses and responds to user feedback
- Identify, research and develop new initiatives to release
Duties
- Lead point of contact for all customer account management matters
- Build and maintain strong, long-lasting client relationships
- Negotiate contracts and close agreements to maximise profits
- Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors
- Ensure the timely and successful delivery of our solutions according to customer needs and objectives
- Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
- Develop new business with existing clients and/or identify areas of improvement to meet sales quotas
- Assist with challenging client requests or issue escalations as needed
Advanced is the third largest software company in the UK and my clients included medium to large law firms, multinational corporations, universities and councils. Due to the centralisation of offices to Birmingham I choose to seek alternative employment rather than be relocated from Manchester.
Duties
- Carrying out regular account reviews, both on-site and by phone.
- Providing tailored demonstrations of the systems to prospective and current clients.
- Ensuring customers are getting the most out of the system and looking for opportunities to upsell products.
- Ascertaining client “pain points” and finding viable solutions.
- Addressing client concerns and ensuring the resolution of issues in a timely manner.
- Maintaining contact with clients, giving them regular updates.
- Overseeing existing campaigns to grow key accounts.
- Retaining accounts through the development of strong relationships with key decision makers.
- Managing over 200 key accounts, selling legal software and cross-selling related products within the Advanced remit.
Based in Manchester Inventive IT was acquired by ADVAM in October 2014 and provided major airports around the globe the world leading car parking reservation solution.
Duties
- Selling an SaaS online reservation system throughout the travel industry.
- Establishing and nurturing relationships with clients.
- Developing and executing marketing campaigns.
- Launched and managed sales and marketing of a new airport parking reservation solution that integrated with holiday booking sites.
- Manage existing customers' increased use of Inventive IT's system.
Manchester City Centre based catering company supplying corporate functions and in house lunch delivery service.
Duties:
- Overseeing sales, production and distribution of freshly made food to offices across Manchester.
- Managing existing clients and generating new business and sales.
- Creating new and vibrant ways to expand the company.
- Managing staff.
- Sourcing new products.
Education
EDUCATION The University of Salford (2008 - 2009);
MA Television Documentary Production
Buckinghamshire and Chiltern University (2003 - 2006);
BA Film Studies with Video Production and Creative Writing
Ludlow College (1999 - 2001) - A Levels:
- Media Studies B
- Theatre Studies C
- Psychology E
