Customer Success Manager at TalentMapper (2025-03 – Present)
TalentMapper is an AI-powered talent management and development platform built by HR professionals, for HR professionals. We help organisations find, assess, grow, and deploy the talent they already have - fairly, transparently, and without bias.
- Operated as the standalone Customer Success lead within the business, managing all aspects of the customer journey, including onboarding, implementation, and ongoing account management. Clients include organisations such as Oxfam GB, Dunelm, Danone, STACK Infrastructure and Pip & Nut.
- Build and maintain strong relationships with customers, acting as a trusted advisor.
- Work closely with commercial and product teams to ensure customer needs are being met whilst also sharing customer feedback internally to help enhance our platform and offerings.
- End-to-end onboarding of new customers from platform setup to tailored user training.
- Partnered with the Director of Product on service design projects, contributing to user journey mapping and service blueprint development.
- Attend client sites along with the CEO to assist with workshop facilitation.
- Identify opportunities for upsells.
- Developed comprehensive user guides and training materials from scratch, establishing the foundation of the company's platform knowledge base.
- Formalised and implemented a structured Quarterly Business Review process to drive retention and growth.
- Track customer success metrics and ensure clients are getting full value from the platform to support their business goals and prevent churn.
- Attend industry events generating new business leads for the sales team.
- Partnered with clients throughout pilot programmes, gathering feedback and identifying evolving business needs to drive successful outcomes.
- Created and rolled out a Customer Launch Deck, formalising the onboarding journey and ensuring a consistent, value-driven start for new clients.
- Worked with Product and Commercial teams, to ensure key customer feedback directly influenced roadmap decisions.
- Partnered with Product to design and build the company's Demo Tenant, creating realistic sample data and workflows used by Sales for demos and Customer Success for training, now a core enablement asset across the organisation.
- Played a key role in shaping foundational customer success processes within a startup environment, supporting scalability and long-term customer satisfaction.
- Project-managed and led the cross-functional initiative to successfully secure the company's B Corp certification.
Account Manager - Client Services at Trust In SODA – part of the Trinnovo Group (2024-03 – 2025-03)
- Managing and owning a large number of key relationships across multiple client accounts.
- Responsible for the day-to-day management and growth of these accounts.
- Set and measure a high level of delivery standards and SLAs driving client satisfaction.
- Hold regular face-to-face and virtual client meetings, building strong client relationships and understanding client pain points.
- Collating and presenting market data and trends to clients as a market expert.
- Collaborate with other Trinnovo brands to win and expand business opportunities.
- Participate in new client RFIs.
- Attending regular client and industry events.
- Identify opportunities to offer additional services or products that would benefit the client and support account growth.
- Regularly gather feedback from clients to assess satisfaction and identify areas for improvement in services or processes.
- Remain hands-on when required delivering CVs across a variety of tech roles.
- CV screening, interview scheduling and offer management.
Senior Delivery Manager / Account Manager at Stott and May (2023-10 – 2024-02)
- Managing, engaging, and developing clients whilst leading from the front managing a team on a day-to-day basis ensuring that the team and I achieve both team and personal goals.
- Develop and maintain relationship management activities with key clients, senior decision makers and supply partners.
- Attend Client Meetings and provide regular progress reporting and management information as required.
- Monitor, meet and exceed Service Level Agreement and Key Performance Indicator targets, attend account reviews and present Management Information to the Clients.
- Regularly collate and advise the client of market intelligence including salary benchmarking.
- Liaise with and update both internal and external shareholders on progress of delivery.
- Mentor and develop direct reports identifying training and development needs.
- Record and report on team activities and performance at regular management meetings.
- Ensure Account Targets are achieved, and effective account plans are maintained.
- Provide weekly and monthly actual and forecast figures and reports as required.
- Build and maintain excellent working relationships with clients and stakeholders.
- Contribute to the overall development of the business plan.
- Gain leads and opportunities through the qualification process.
Account Manager at Stott and May (2021-11 – 2023-10)
Senior Account Executive at Stott and May (2020-12 – 2021-10)
Account Executive at Stott and May (2019-07 – 2020-12)
Permanent SAP Recruitment Consultant at Square One Resources (2018-04 – 2019-06)
- Screening candidates to evaluate their skills and understand their job preferences.
- Sourcing candidates through existing database, professional network and job boards.
- Writing job adverts.
- Manage, nurture and build relationships with both candidates and clients.
- Develop new client business through a structured and consultative business development approach.
- Work towards KPIs.
Internal Recruitment Consultant at Square One Resources (2018-04 – 2019-06)
- Manage the end-to-end recruitment process.
- Conduct the pre-screening of all candidates and conduct interviews both on the phone and face-to-face.
- Building strong relationships with stakeholders within the business.
- Ensuring an excellent candidate experience at all times.
- Coordinating and attending recruitment events such as graduate fairs.
- Work with HR team and managers to define roles and responsibilities for positions, and confirm candidate qualifications and competencies.
- Review existing recruitment and assessment process and identify any recruitment trends to help develop and improve on current process.
- Communicate and manage processes with third parties such as Rec2Recs.
- Creating visuals and content for social media and LinkedIn to increase candidate attraction.
Office Manager at Interpro Europe (2017-01 – 2018-03)
- Ensuring meeting rooms are booked and set up as required for both internal and external use.
- Create and maintain a conducive working environment for the business including: Cleanliness and tidiness of the office, IT & Telco support for all staff, Office maintenance, liaise with landlords, cleaners, office suppliers etc.
- Assistance with international office.
- Organise desk and office moves.
- Managing office supplies.
Administrator at Hays specialist recruitment - Cheapside (2014-05 – 2016-12)
