Kaitie

Customer Success and Project Management professional with 6+ years' experience across SaaS, B2B technology and service-led environments. Proven track record in end-to-end customer onboarding, client relationship management, product adoption, retention and stakeholder engagement. Experienced in managing high-volume customer portfolios, delivering training and implementations, identifying expansion opportunities and using customer data to improve outcomes.

Strong cross-functional collaborator with experience partnering with Sales, Product, Operations, IT and senior stakeholders to deliver successful customer outcomes and long-term value.

Energy Specialist (with Vulnerability, Affordability, Onboarding and Recruitment Specialisms) - Octopus Energy - Coventry

(2025-11)

• Manage high-volume inbound and outbound customer interactions, resolving complex account, billing and tariff queries while maintaining a high standard of customer experience.
• Lead onboarding for new starters, project managing a five-week training programme and supporting cohorts throughout their transition into role.
• Deliver engaging presentations, workshops and training sessions, adapting content to different learning needs and experience levels.
• Support recruitment activity through group assessment exercises and one-to-one interviews, providing structured feedback to recruitment teams.
• Build trust with customers through tailored communication, effective problem-solving and proactive recommendations based on individual circumstances.
• Conduct affordability assessments and provide appropriate payment solutions for vulnerable customers, balancing customer needs with regulatory and business requirements.
• Recommend suitable tariffs and energy solutions based on customer circumstances and usage, supporting retention and customer value.
• Provide practical advice on energy efficiency and smart energy technology, helping customers improve visibility and control over their energy usage.

Planned Career Break - Career Break

(2025-07 - 2025-11)

Planned career break following completion of a part-time Bachelor's degree, including international travel.

Customer Success - Client Onboarding Specialist - Bright - Warwick

(2024-10 - 2025-07)

• Managed end-to-end onboarding for 80+ clients per month, coordinating customer requirements, implementation activity and training to accelerate time-to-value.
• Acted as the primary point of contact throughout onboarding, building trusted client relationships and ensuring customers were supported through successful implementation.
• Delivered tailored training sessions and product guidance to improve customer confidence, adoption and satisfaction.
• Identified customer needs and expansion opportunities, supporting additional service adoption and revenue growth.
• Proactively monitored customer engagement and onboarding progress, identifying potential risks and taking action to maintain momentum.
• Worked collaboratively with internal teams to resolve customer issues, improve onboarding processes and deliver a consistent customer experience.

Project Management Officer - Coventry Building Society - Coventry

(2023-03 - 2024-10)

• Enabled the delivery of SaaS and high-value internal platform projects, achieving 95–100% milestone adherence through structured RAID management, KPI tracking and stakeholder reporting.
• Coordinated cross-functional teams of 70–80 stakeholders across IT, Operations and third-party suppliers, supporting effective resource allocation and delivery.
• Produced executive dashboards and performance reports used by senior leadership, improving project visibility and supporting decision-making across 8 departments.
• Facilitated training sessions for 55+ users, supporting successful adoption of new systems and reducing post-implementation support requirements.
• Built strong relationships with stakeholders through structured communication, regular check-ins and proactive issue management, contributing to a 15% reduction in escalation rates.
• Identified delivery risks and dependencies early, coordinating actions across teams to maintain project progress and customer/stakeholder confidence.

Customer Delivery Project Co-Ordinator (Onboarding) - Full Time - ParentPay - Coventry

(2020-11 - 2023-02)

• Led end-to-end onboarding and implementation for B2B clients, successfully delivering platform solutions for 60+ accounts per quarter and achieving 100% go-live completion within agreed timelines.
• Managed post-sale client relationships and acted as interim Account Manager for 60+ key accounts, supporting retention and renewal activity.
• Delivered bespoke customer training, workshops and product demonstrations, increasing product adoption and reducing support queries during customers' first 90 days.
• Partnered with Sales to understand customer requirements, deliver tailored product demonstrations and identify cross-sell and expansion opportunities.
• Maintained accurate CRM records and monitored account health indicators, enabling proactive customer engagement and early identification of churn risks.
• Analysed onboarding performance and customer feedback to identify process improvements, reducing onboarding time by 20% and improving customer satisfaction.
• Worked cross-functionally with Sales, Support and Delivery teams to resolve customer issues and ensure a smooth transition from implementation into ongoing account management.

Customer Support Agent - Full Time - ParentPay & Nimbl - Coventry

(2019-01 - 2020-11)

• Provided first-line and escalated support to parents and schools, resolving customer issues efficiently while maintaining a professional and empathetic approach.
• Built strong customer relationships through clear communication, ownership of issues and timely resolution.
• Created user guides, FAQs and training materials to improve customer self-service and reduce avoidable support demand.
• Managed complaints and escalations professionally, identifying underlying issues and working towards positive customer outcomes.
• Developed strong product knowledge and customer communication skills that supported progression into customer onboarding and delivery.

Bachelor's degree - Language Studies: English with Spanish (part-time) - The Open University (2019-09 - 2025-07)

A Level - Spanish, English Language, English Literate - Kenilworth Sixth Form (2013-09 - 2015-07)

GCSE - 10 Certificates including Maths and English - Kenilworth School (2009-09 - 2013-06)