Customer Success Manager (Fixed-Term Contract) at Noda.ai (2024-06 – 2025-08)
Managed customer relationships across the UK and international markets, driving onboarding, training, adoption and expansion of the company's AI-powered data and analytics platform across multi-site real estate portfolios and multiple use cases. Acted as the primary customer advocate, driving product value throughout the customer lifecycle.
- Managed customer relationships across the UK and international markets, driving onboarding, training, adoption and expansion of the company's AI-powered data and analytics platform across multi-site real estate portfolios and multiple use cases (e.g. air quality, occupancy, energy optimisation and compliance).
- Acted as the primary customer advocate, driving product value throughout the customer lifecycle and providing proactive guidance, insights, and support to ensure customers achieved strong ROI and met operational, sustainability, and compliance goals.
- Led customer migration activities during the company's strategic restructuring and acquisition, managing the retirement of legacy products and coordinating smooth transitions to partner solutions while maintaining excellent customer communication.
- Delivered customer success plans, monitored account performance, and analysed sensor and platform data to identify trends, prevent issues, and recommend optimisation strategies.
- Partnered closely with Product, Engineering, Sales and Commercial teams to advocate for customer needs, influence product improvements, and remove barriers to adoption.
- Managed renewal cycles, tracked contract milestones, and nurtured customer loyalty through clear communication, education, and value-led engagement.
- Created customer-facing documentation, training materials, and success resources to support scalable onboarding and enablement.
- Contributed to internal process improvements in a fast-paced startup environment, adapting quickly to shifting priorities and supporting cross-functional operational needs.
Key Account Manager – Partner Success Team at Student.com (2022-01 – 2024-04)
- Managed strategic relationships with purpose-built student accommodation operators, property owners and developers across the UK and Europe, driving performance optimisation, commercial growth and long-term partnerships across large property portfolios on a global student accommodation marketplace.
- Analysed market intelligence, occupancy trends and client performance data to identify growth opportunities, shape account strategies and deliver actionable insights that contributed to annual retention rates above 98%.
- Led commercial negotiations and account growth initiatives, securing improved terms and strengthening long-term customer relationships.
- Collaborated cross-functionally with Product, Sales, Marketing, Finance and Operations to deliver successful customer outcomes, resolve complex issues and drive customer value.
Account Manager – Partner Success Team at Student.com (2020-01 – 2021-12)
- Developed and implemented tailored success plans with clear objectives and milestones to support client performance.
- Guided clients in improving property listings for increased visibility, advising on pricing, amenities and presentation strategies.
- Reported on account statuses, market insights, and sales achievements to leadership.
- Communicated client feedback to technical and product teams and suggested platform enhancements for a better user experience.
- Worked closely with marketing, support, and finance teams to ensure alignment across key company goals.
Account Executive – Partner Success Team at Student.com (2018-05 – 2019-12)
- Prospected and onboarded property owners, landlords, and student housing operators to join the platform.
- Led the onboarding process and ensured smooth integration of properties using CMS tools.
- Delivered training and onboarding documentation to help providers maximise reservations.
- Educated clients on new platform features and functionalities, enabling them to maximise adoption and value from the marketplace.
- Managed and refined property listings through the CMS, ensuring accuracy, strong visual appeal, and adherence to industry standards to increase visibility and conversions.
- Oversaw reconciliation and invoicing processes, ensuring accurate and timely settlements.
Business Development / Account Manager at Thesqua.re (2017-08 – 2018-05)
- Identified and secured new corporate clients while maintaining strong relationships with existing accounts.
- Analysed market trends and competitor strategies to maintain a competitive edge.
- Established partnerships with local businesses and real estate entities to enhance service offerings and client satisfaction.
- Worked with the Reservations Team and Client Service Managers to ensure client needs were met.
Senior Lettings / Reservations Negotiator at Chelsea Cloisters, Serviced Apartments (2013-11 – 2017-08)
- Built and maintained relationships with customers and corporate clients through calls, emails, and in-person interactions.
- Arranged and led property viewings for prospective tenants, supporting conversion and occupancy goals.
- Analysed financial performance and prepared reports to support management decision-making.
- Oversaw daily lettings and reservations operations, including managing bookings, coordinating with internal teams, handling payments and invoices, and resolving escalated guest requests and complaints.
Team Supervisor - Hotel Reservations (Sabre Hospitality Solutions) at TTEC UK (2011-10 – 2013-10)
- Trained, evaluated, and coached agents of the Italian and Spanish teams.
- Received Italian and English inbound calls related to hotel reservations for 70+ luxury hotel chains.
