Alfie Thomas

• Managing a portfolio of 100 clients (SME's - 75% & Corporate - 25%)
• £147,071.00 in total contract value renewals from (May 2024 - March 2025) with an average of 15% uplift.
• Working with clients to proactively solve any problems they are currently facing and putting a planned strategy in place to get them resolved.
• Collaborate with internal teams (Sales, IT & Marketing) to feedback on user experience and how we can make improvements.
• Ensure a timely delivery of renewal projects, maintaining high levels of client satisfaction at all times.
• Relationship building with key stakeholders (Directors & decision makers).
• Cross-selling to other pillars of the business for maximum revenue extraction in line with company values.

Please see previous experience from The Change Organisation between August 2019 - November 2022, I was re-employed to do the exact same role.

• My daily workload, I would manage internal support tickets and enquiries through the CRM system (ServiceNow), ensuring a timely and effective resolution to reduce SLA's
• Contracts & Renewals and Software Asset Management remedial exercises
• Negotiation favorable terms with suppliers and vendors to reduce costs while maintaining quality & keeping in line with ISG's core values
• Recently completing a remedial exercise to cut costs on ISG's Autodesk software renewal (February 2023)
• After completing this it had a saving to the company of around £250,000 (around 45% in cost avoidance for the coming year)

• I started my career at The Change Organisation as an Account Manager, within 18 months I was promoted to Senior Account Manager, I was responsible for managing around 125 accounts
• Quoting customers, closing deals, maximising margin on deals, up-selling, procuring stock, liaising with vendors/suppliers and making sure the solutions offered work best for the customer
• Working within the IT industry, I have built a fantastic understanding of how the distribution channel works, Staying up-to-date with industry trends and developments, providing insights and guidance to clients to help them stay ahead of the curve
• Managed client expectations and ensured high levels of client satisfaction by providing excellent customer service and proactive communication
• Extensive experience in using a CRM system (Access Dimensions), this allows me to always keep my workload up to date
• Managed around 125 long-term customer relationships, totaling monthly profit of around £40,000 (average over 12 months)

• My day-to-day activities would be getting warm / cold leads & finding prospective clients / customers online
• Doing research on the company before making the call / sending an email
• Maintaining client records in Salesforce, ensuring details are accurate and up to date for maximum efficiency
• Adopted consultative sales approach to selling online marketing services
• Overseeing full sales lifecycle from prospecting the client to closing the deal