CYPHER Learning

Managed a portfolio of 83 clients, with an ARR book of business amounting to £3,173,763.15.  
Successfully retaining 97% of clients, maintaining strong client relationships by understanding their L&D strategies and desired outcomes, thereby minimising churn.
 Acted as the voice of the client, providing valuable feedback to the engineering team to drive enhancements and improvements to the product. 
 Escalated critical support tickets directly with engineering, resulting in quicker issue resolution and heightened client satisfaction.  
Influencing cross-functional teams to support the client

EMEA, UK & Ireland Enterprise and SMB Customer Success Manager

Instructure

Co-managed a portfolio of 400+ SMB customers as part of a bilingual team of three CSMs, ensuring tailored support based on language and region. 
 Served as the first point of contact for customer inquiries, handling password resets, troubleshooting and escalating  issues or requests to the appropriate Team like professional services or support
 Led Kickoff meetings during the implementation phase, driving a smooth onboarding experience and aligning customers’ goals with product capabilities

EMEA Customer Success Manager

Pluralsight

Successfully managing 15 Enterprise clients in various sectors with a high-touch approach. Book of business $2.650.000 
Overachieved renewal targets: Q1 GRR 92% and Q2 GRR 97,4% against Q1 GRR 84% and Q2 GRR 85%

EMEA,  UK & Ireland Enterprise Customer Success Manager

LIGHTHOUSE INTERNATIONAL LTD

Business Development Manager

Workiva

Responsible for driving customer satisfaction and growth within 11 Enterprise accounts by identifying their business needs and providing solutions to reach their business goals.  Driving user adoption by providing ongoing training, regular business reviews and involving clients in prioritising Workiva’s roadmap. Worked closely with Sales Executives to develop overall Account Strategies to increase user adoption and expansion.

EMEA, UK & Ireland Enterprise Customer Success Manager 

Value Retail

Part of the project team that rolled out ICIMS (HR SaaS tool) in all the stores of Value Retail, which was implemented in 9 countries.  Key responsibilities included support, training and working closely with local sales reps across the local retail locations to ensure the buy-in of the Brands such as Ralph Lauren and Versace.

Talent Management implementation - contract

Oracle

Increased user adoption for Taleo Talent Management solution in order for clients to work more efficiently and be more aligned with their company goals. Developed long-term trustworthy business relationships by understanding the client’s needs and challenges. Acted as the Clients advocate, to provide feedback internally, for product improvements and processes. Providing our customers with excellent Customer Service and value.

I am an energetic, multi-lingual (Dutch, German & English) customer-focused Client Success Manager.  Extensive experience in owning the full customer life cycle from onboarding, training, and support to establishing and maintaining relationships to increase retention, renewals, and growth within Enterprise and SMB companies in UKI and EMEA.

I thrive in a fast-paced, multicultural environment with an open culture where teamwork, customer-centric and personal development are at the company's core.  I am keen to deliver value to my customers and driven to make everyone succeed by using my people skills and empathy.

#Multilingual#Dutch#french#german#english#accountmanagement#projectmanagement#customersuccess#customerretention#SaaS#enterprisesoftware#renewals#socialnetworking#fintech#talentacquisition#AI#remote#cloudbasedtechnologie#informationtechnology

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