Kate Cullen

Enthusiastic and driven professional with strong experience in quality, review and mentoring within the financial services and Software Sales environments. Known for exceeding expectations, supporting others to achieve goals, and excelling in customer success focused roles.

Renewals/Account Manager Enterprise (Remote) EMEA at Nintex (2024-07 – Present)

• Own and manage enterprise accounts across the UK, Germany, and France, overseeing pipeline of clients per annum and driving an $13.5M individual annual target with $4M of that being uplifts in new sales.
• Have a very deep understanding of Nintex automation software products.
• Build and maintain strong, long-term relationships with senior stakeholders to maximise account retention and customer satisfaction.
• Build and maintain strong relationships with partners/resellers, conducting regular meetings for forecasting and to drive collaboration, ensure alignment with the client and their business objectives.
• Identify and execute new upsell and cross-sell opportunities, matching solutions to client business needs and objectives.
• Lead end-to-end renewal processes, ensuring timely and accurate contract management and account planning.
• Conduct regular business reviews and meetings involving other teams on our key accounts to measure success, drive adoption, and deliver value from our software products.
• Collaborate with cross-functional teams, including sales, customer success, solution engineers and support, to address customer needs and optimise experience.
• Consistently achieve or exceed revenue targets while maintaining high levels of customer loyalty and satisfaction.

Senior Account/Renewals Manager (Remote) UK at Concentrix (2021-02 – 2024-07)

• Managed a personal pipeline and portfolio of customers using Salesforce CRM.
• Developed strong product expertise to support adoption, performance, and customer outcomes.
• Identified and executed growth opportunities through upselling, cross-selling, renewals, and win-back campaigns.
• Built long-term client relationships with stakeholders in IT departments, Procurement and Operations to drive loyalty and retention.
• Conducted regular business reviews to measure success, align goals, and plan customers next steps.
• Led customer onboarding, training, and product demonstrations to maximise software value.
• Coordinated cross-functional support, including engineering visits if needed, to resolve customer needs.
• Worked with partners/resellers to manage some accounts across multiple markets.
• Consistently exceeded productivity targets and achieved 100%+ of quarterly performance goals.

Account Complaint Handler & DSAR cases at Shop Direct (Equinity Hazell Carr Agency) (2017-01 – 2021-02)

• Managed customer accounts end-to-end across multiple products such as loans and store cards, ensuring accurate case resolution.
• Assessed cases in line with compliance requirements and internal policies.
• Logged, investigated, and managed complaint cases across multiple systems.
• Engaged with challenging customers to resolve issues effectively using strong communication and objection-handling skills.
• Gathered and validated customer information to support DSAR and data requests.
• Conducted quality checks on customer calls to ensure accurate data capture and adherence to guidelines.
• Consistently met and exceeded performance and quality targets.

PPI Case Handler & Quality Assessor at Co-Operative Bank (Momenta Agency/Deloitte) (2015-01 – 2016-12)

• Reviewed and assessed customer cases end-to-end to ensure fair, accurate outcomes.
• Ensured all decisions and documentation met regulatory and internal compliance standards.
• Conducted quality assurance reviews of case handler work to maintain consistency and high standards.
• Provided clear feedback, coaching, and training to improve performance and customer outcomes.

PPI Case Handler at Bank of America (Hazel Carr Agency) (2013-02 – 2015-01)

• Analysed case documentation from multiple sources to make fair, evidence-based decisions on whether to uphold or reject individual PPI complaints.

PPI Case Handler at Lloyds Banking Group (Capita Agency) (2012-07 – 2013-02)

• Assessed customer cases using documentation from multiple sources to deliver fair and compliant outcomes on PPI complaints.

PPI Complaints Call Handler at Lloyds Banking Group (Capita Agency) (2011-09 – 2012-07)

• Taking calls from customers and third parties who believed they had been mis-sold PPI, effectively manage high volume of inbound and outbound customer calls, logging new PPI complaints and dealing with objection handling.

Medical Receptionist/Secretary at Nutgrove Villa Medical Centre (2008-03 – 2011-09)

• Managed patient bookings, telephone enquiries, and administrative tasks while delivering a high standard of customer care in a fast-paced medical environment.