Daniel Farley
London,United Kingdom
Summary
Dynamic professional with expertise in Customer Success and Account Management, leveraging technical training across SaaS platforms to drive stakeholder engagement and customer satisfaction. Proficient in HubSpot and Salesforce, with a strong focus on strengthening client relationships and delivering value-led outcomes. Highly skilled in written and verbal communication, public speaking, and team collaboration, with a proven ability to learn quickly and adapt in fast-paced environments. Motivated to progress into strategic roles that advance transformation initiatives, rapport building, and effective stakeholder engagement.
Overview
21
21
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work history
Transformation and Adoption lead
Blinx Healthcare solutions
London
2024.07 - Current
- Deployed and established new SaaS systems across NHS individual practices and multi-organisation entities.
- Managed multiple client relationships from product demonstration to deployment, ensuring seamless transitions.
- Coordinated communication between multiple stakeholders in B2B environments to enhance collaboration.
- Engaged stakeholders to build relationships and brand awareness, maximising user software benefits.
- Facilitated staff training, improving service quality for patients across practices.
- Identified potential risks, mitigating impacts on project delivery through proactive management.
- Resolved complex technical issues under tight deadlines while maintaining service quality standards.
- Conducted research to present clear results, utilising critical thinking for problem evaluation.
Customer Success and Training manager
iPlato Healthcare
London
2022.05 - 2024.07
- Customer success manager at iPLATO healthcare
- Promoted a culture of continuous learning through interactive seminars and webinars.
- Stayed up-to-date on technology trends, advances in software and product version releases to guarantee relevancy of training materials.
- Elevated company reputation as a top employer due its focus on personal and professional growth opportunities offered to employees.
- Created training needs assessments to identify skills and knowledge gaps.
- Enhanced team productivity by introducing interactive learning strategies.
- Liaised with trainees to answer questions, resolve issues and escalate special circumstances to management.
- Drove customer experiences through targeted insights analysis.
- Managed key accounts to enhance recurring revenue streams.
- Nurtured positive client relationships through personalised, responsive account advice.
Technical Trainer
iPlato Healthcare
2019.08 - 2022.05
- Providing B2B training via 121 sessions, virtual meetings and Webinars, creating supporting documents to aid learning and helping with knowledge refresher sessions.
- Scheduled classes based on availability ensuring maximum attendance.
- Assessed needs and capabilities of different types of service users to determine teaching style and session content.
-
Line Trainer
Liverpool Victoria
2015.08 - 2019.08
- Delivered induction training for new staff, tailoring approaches to individual learning styles.
- Reviewed and revised induction training materials to reflect current practices.
- Created training modules for ongoing coaching after completion of induction.
- Collaborated with Team Leaders to provide continuous coaching and feedback, aiding KPI achievement.
- Served as Technical Support for travel call centre, addressing customer queries effectively.
- Coordinated across multiple departments to manage expectations and deliver on training needs.
Customer Service Representative
LV
2009.05 - 2015.08
Customer service representative
AXA
2005.08 - 2009.05
- Created and implemented a new process to record Call Quality checks
- Created process guidance for the recording of Call Quality checks
- Providing excellent customer service and receiving CSA of the month award
- Delivered induction training to new staff, helping to improve and add to the induction training
- Supported call centre staff with technical queries regarding insurance sold
Education
Film and Drama Procution - Film, Theatre, TV
Buckinghamshire New University
High Wycombe 2001.01 - 2004.01
Skills
- Technical training on SaaS platforms
- Customer success management
- Problem solving
- Investigative skills
- Written and verbal communication
- Public speaking
- Team building
- HubSpot expertise
- Account management
- Salesforce expertise
- Troubleshooting
- Rapport building
- Eagerness to learn
- Stakeholder liaison
Certification
Level one Volleyball England Coach, Ofqual, 03/01/21, 06/01/21, VEU12673
Affiliations
- Volleyball
- Gaming
- Reading
- Music
Languages
Portuguese
Beginner
Timeline
Transformation and Adoption lead
Blinx Healthcare solutions
2024.07 - Current
Customer Success and Training manager
iPlato Healthcare
2022.05 - 2024.07
Technical Trainer
iPlato Healthcare
2019.08 - 2022.05
Line Trainer
Liverpool Victoria
2015.08 - 2019.08
Customer Service Representative
LV
2009.05 - 2015.08
Customer service representative
AXA
2005.08 - 2009.05
Film and Drama Procution - Film, Theatre, TV
Buckinghamshire New University
2001.01 - 2004.01