Tom Ward

Customer-focused professional with strong experience in customer service and account management, seeking to transition away from Lead Generation and into something more meaningful. Proven ability to manage client relationships, deliver high-quality service and maintain strong retention in fast-paced, performance-driven settings. Experienced in working closely with clients to understand needs, resolve issues, and support long-term engagement through structured communication and consistent service delivery.

Strong background in managing complex accounts, maintaining service standards, and contributing to positive customer outcomes. Brings a blend of commercial awareness, problem-solving ability, and customer-centric thinking to support user experience and product value. Regular use of AI tools to support research, analysis, reporting, and client-facing documentation has strengthened efficiency, accuracy, and decision-making quality.

Confident working in fast-moving environments, adapting quickly to new systems and processes, and building strong relationships with both customers and internal teams to drive satisfaction and retention.

Senior Customer Success Manager - Flowd

(2025-11)

• Orchestrated full lifecycle delivery of email lead generation programmes, aligning client expectations with internal execution to maximise campaign performance and consistency
• Controlled a high-value £800k revenue portfolio, sustaining long-term commercial relationships and protecting recurring income streams through structured account governance
• Secured 90–95% retention levels in an ROI-sensitive environment, preserving key accounts through proactive engagement and value reinforcement strategies
• Temporarily assumed executive-level operational responsibilities for Director and CEO functions during early tenure, demonstrating rapid trust acquisition and strategic autonomy
• Rebuilt onboarding architecture through process redesign and live testing, presenting improvements to senior leadership that increased delivery efficiency and enhanced client experience outcomes
• Embedded advanced AI tools into daily operations, using them extensively for deep research, client briefs, data analysis, reporting, and client-facing documentation; adapted to a company-wide shift where AI became central to day-to-day execution, primarily leveraging Claude and ChatGPT to improve speed, accuracy, and decision-making quality
• Repositioned sales messaging framework to improve early-stage alignment and expectation clarity, resulting in stronger campaign initiation and improved retention stability
• Integrated technical and operational workflows by collaborating with engineering teams, reducing friction in onboarding and improving data handling accuracy
• Expanded role beyond account ownership to include capability development across teams, strengthening overall departmental performance through structured knowledge transfer
• Engineered an automated quoting support tool, reducing manual calculation time and improving the speed and accuracy of commercial proposals
• Developed a structured ROI assessment model to improve forecasting quality and support more informed campaign investment decisions
• Introduced behavioural profiling initiative across team members, improving communication alignment and reducing internal friction in delivery processes
• Built a performance tracking system adopted across leadership teams, enabling clearer visibility of KPI progression and end-of-cycle outcomes

Senior Customer Success Manager - Sopro

(2021-07 - 2023-09)

• Expanded role beyond account ownership to include capability development across teams, strengthening overall departmental performance through structured knowledge transfer
• Engineered an automated quoting support tool, reducing manual calculation time and improving the speed and accuracy of commercial proposals
• Developed a structured ROI assessment model to improve forecasting quality and support more informed campaign investment decisions
• Introduced behavioural profiling initiative across team members, improving communication alignment and reducing internal friction in delivery processes
• Built a performance tracking system adopted across leadership teams, enabling clearer visibility of KPI progression and end-of-cycle outcomes
• Consolidated regional prospecting insights into a centralised best practice framework, improving consistency and effectiveness of outreach strategies across territories

Customer Success Manager - Sopro

(2021-07 - 2023-09)

• Managed 15 – 20 client accounts simultaneously, delivering structured campaign execution that supported consistent lead generation performance
• Maintained 90 – 95% retention performance under strict monthly renewal cycles, securing continuity of revenue in a high-pressure environment
• Acted as primary escalation and relationship lead across the full client lifecycle, strengthening engagement and reducing churn risk through sustained communication
• Delivered structured mentoring support to new hires during probation, accelerating capability development and improving onboarding success rates
• Monitored and reported commercial performance indicators, including ROI, pipeline strength, and forecasting accuracy, to guide campaign optimisation
• Scaled initial account into global-level engagement, multiplying monthly revenue fivefold through strategic expansion and relationship development
• Embedded AI-driven tools into campaign workflows, increasing efficiency in content creation and improving output consistency

Owner - Bia Beverages

(2021-03 - 2021-07)

• Established an independent e-commerce business from the concept stage, designing and launching a fully operational drop-shipping model within the beverage sector
• Built a complete digital trading infrastructure, including website, branding system, social channels, and fulfilment processes to enable end-to-end commercial operation
• Managed full operational cycle, including order fulfilment, marketing execution, and customer handling, ensuring seamless transactional flow
• Developed an automated conversion tracking system to improve order processing efficiency and enhance operational visibility
• Executed successful business exit through profitable sale, demonstrating end-to-end commercial ownership and value creation

Client Relationship Manager - iPayTotal

(2020-10 - 2021-02)

• Coordinated global partner accounts as a single point of contact, ensuring seamless communication between clients and internal delivery teams
• Supported recruitment and onboarding of offshore staff in India, improving operational scalability and team capacity
• Aligned cross-functional teams with senior leadership objectives, ensuring consistent execution of strategic priorities
• Administered CRM platforms, including Asana, to track partner pipelines and active opportunities, improving workflow transparency and accountability

Client Service Executive - Canon UK

(2015-10 - 2020-07)

• Progressed into an enterprise client management role overseeing 25 – 30 accounts, driving retention and commercial stability across the portfolio base
• Managed full client lifecycle engagement, strengthening long-term partnerships and improving customer satisfaction outcomes
• Interpreted and presented analytical service data to senior stakeholders, identifying trends and supporting infrastructure optimisation decisions
• Reinforced client retention through proactive account management and structured service delivery improvements, reducing the risk of attrition

Analyse Data with SQL - Codecademy Pro

Certified Customer Success Manager (CCSM) Level 1 - Customer Success Management

Prince 2 Foundation in Project Management Qualification - Project Management

ITIL Foundation Qualification - IT Service Management

Extended Diploma BTEC Level 3 - Animal Management - Merrist Wood College