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.
