Ian Burt

Dynamic and results-driven professional with experience in driving client satisfaction, retention, and growth. Track record of building and managing relationships with key stakeholders to understand and address customer needs. Strategic thinker with strong ability to develop and execute customer success strategies that align with business objectives.

Exceptional communicator, adept at conveying complex information clearly and persuasively. Skilled in analysing data to identify trends and insights that inform decision-making. Capacity to develop and implement customer training programmes that drive product adoption and customer satisfaction.

Proficient in leveraging technology and tools to enhance customer success operations and effectiveness.

Enterprise Customer Success Manager - Leads Forensics - Portsmouth

(2022-01)

Facilitate the growth and retention of high-value B2B clients by building long-term strategic relationships and proactively identifying opportunities to increase customer value. Act as a trusted partner to senior stakeholders, using customer engagement, usage data and business objectives to identify risks, drive product adoption and deliver tailored solutions. Lead commercially focused customer conversations across retention, renewals and expansion, working collaboratively with Sales, Product and internal teams to maximise customer outcomes and long-term revenue growth.

• Managed a global B2B client portfolio worth approximately £1.5M, taking ownership of customer retention, satisfaction, renewals and revenue growth.
• Held the company record for account expansion, growing a £25k client into the company's largest £170k account by identifying new opportunities, engaging senior stakeholders and expanding the solution across the customer's organisation.
• Built and maintained strong relationships with senior client stakeholders, proactively identifying customer needs, potential risks and opportunities to strengthen long-term partnerships.
• Guided clients through the full onboarding process, developing tailored setups and success strategies to ensure rapid adoption and maximise the value of Lead Forensics' technology.
• Conducted regular strategic account reviews, training sessions and performance discussions, helping clients achieve their objectives, increase product adoption and secure contract renewals.
• Identified and delivered account expansion opportunities by introducing additional products and services across different business segments, increasing customer value and revenue.
• Consistently exceeded the global client retention (GRR) target of 65%, achieving 100% in Q3 2022, 65% in Q1 2023, 82% in Q3 2023, 100% in Q4 2023, 66% in Q3 2024, 80% in Q4 2024, 94% in Q1 2025, 79% in Q2 2025, 73% in Q3 2025, 88% in Q4 2025, 79% in Q1 2026 and 82% in Q2 2026.
• Consistently exceeded the annual expansion target of 10%, achieving 37% in Q3 2022, 9% in Q4 2022, 26% in Q3 2023 and 22% in Q4 2023 through proactive account management and identification of new commercial opportunities.

Life Insurance Advisor - Your Protection People - Fareham

(2021-01 - 2022-12)

Performed as qualified life insurance advisor and managed mix of outbound and inbound calls to assist existing customer base. Conducted thorough reviews of current life insurance policies, identifying opportunities for enhancements and better coverage. Built strong relationships with clients through consistent follow-up and exceptional customer service.

• Delivered tailored protection advice based on thorough assessments of individual client situations, matching them with best coverage from top providers.
• Leveraged extensive knowledge of various insurers and products to offer optimal life insurance solutions, aligning with clients' unique needs and circumstances.

Senior Sales Consultant - Reassured - Havant

(2018-01 - 2021-12)

Addressed new life insurance inquiries by leveraging CRM system to pull and process warm leads. Engaged with potential clients in fast-paced, target-driven environment, delivering tailored life insurance solutions. Utilised strong interpersonal skills to build rapport and trust with clients, facilitating successful sales conversions. Collaborated with sales team to achieve and exceed sales targets.

• Surpassed monthly sales targets, achieving high conversion rates and quality assurance scores by expertly guiding customers through entire application and sales process over phone.
• Converted inquiries into business for chosen providers by effectively managing client interactions and delivering tailored life insurance solutions.

Senior Client Account Manager - MarketMakers - Portsmouth

(2016-01 - 2018-12)

Oversaw portfolio of clients predominantly in financial industry, overseeing telemarketing accounts and campaigns. Developed and implemented strategic plans to enhance client engagement and campaign effectiveness. Collaborated with senior team members to provide additional support and insights. Monitored campaign performance, delivering data-driven recommendations to optimise results. Fostered strong client relationships through regular communication and personalised service.

• Accomplished campaign objectives, assuring client renewal and expanding business penetration through strategic communication, data analysis, and compelling presentations.
• Facilitated client retention and account growth by maintaining regular phone and face-to-face communications, analysing data, and developing detailed proposals showcasing ROI.

Account Executive – Client Development Manager - MarketMakers - Portsmouth

(2012-01 - 2016-12)

Generated qualified leads and secured face-to-face appointments for diverse clients, including Phonographic Performance Ltd, British Gas, Miele Professional, and TalkTalk Business through effective cold calling strategies. Implemented targeted outreach campaigns to highlight and engage with potential prospects. Conducted thorough needs assessments to tailor solutions that align with client objectives.

Contributed to growth and expansion of client accounts by consistently meeting and exceeding lead generation targets.

• Attained targets consistently, paving way for successive promotions within organisation, progressing to booking appointments for internal sales team and subsequently joining account management team.
• Recognised for demonstrating commitment and performance excellence throughout service.

SIA Door Supervisor - Securidoor - Portsmouth

General Labourer - Skyline Scaffolding - Portsmouth

Shop Assistant - Morrisons - Portsmouth

Bachelor's - Ancient History & Archaeology - Cardiff University A Levels - South Downs College