Darrell Clark
Knaphill,Surrey
Summary
Dynamic and customer‑focused Customer Accounts Executive with a strong track record of managing high‑value client portfolios, strengthening long‑term relationships, and driving account growth. Skilled in delivering exceptional customer service, resolving complex issues, and ensuring clients receive maximum value from products and services. Adept at analysing account performance, identifying upsell and retention opportunities, and collaborating with cross‑functional teams to deliver tailored solutions. Recognised for clear communication, proactive problem‑solving, and consistently exceeding service and satisfaction targets.
Overview
36
36
years of professional experience
7
7
years of post-secondary education
Work history
Customer Application Support EMEA
Verint Systems
Woking , Surrey
2005.10 - Current
- Provide technical assistance to end users by diagnosing, troubleshooting, and resolving application‑related issues.
- Act as the primary point of contact for customer queries, ensuring timely and effective support through phone, email, or ticketing systems.
- Monitor application performance and proactively identify potential issues or service disruptions.
- Collaborate with development, infrastructure, and QA teams to escalate and resolve complex technical problems.
- Document support procedures, known issues, and resolutions to improve knowledge sharing and future response times.
- Assist customers with application configuration, setup, integrations, and feature usage to optimize system performance.
- Perform root‑cause analysis to prevent recurring problems and recommend long‑term fixes.
- Support software releases and updates by conducting smoke testing, validating changes, and communicating impacts to customers.
- Maintain high levels of customer satisfaction through clear communication, ownership of issues, and follow‑through.
- Track support metrics (SLAs, response times, ticket volumes) to improve service quality and identify trends.
Major accounts executive
TNT International
Hayes, Middlesex
1990.09 - 2004.07
- Manage and grow a portfolio of high‑value enterprise accounts, ensuring long‑term strategic partnerships and revenue expansion.
- Develop and execute account plans focused on retention, upselling, and cross‑selling across multiple product or service lines.
- Serve as the primary point of contact for major clients, providing senior‑level support and building trusted‑advisor relationships.
- Conduct in‑depth business reviews with key stakeholders to identify opportunities, mitigate risks, and strengthen engagement.
- Lead complex sales cycles, including proposal development, negotiations, and contract management for large‑scale deals.
- Collaborate with internal teams—including marketing, product, finance, and operations—to deliver tailored solutions for enterprise clients.
- Analyse account performance data to forecast revenue, identify growth trends, and drive strategic decision‑making.
- Ensure client satisfaction by proactively addressing issues, driving service improvements, and maintaining service‑level expectations.
- Represent the company at industry events, client meetings, and executive briefings to expand strategic business relationships.
- Achieve and exceed quarterly and annual sales targets through disciplined pipeline management and consultative selling.
Education
A-Levels -
Cranford Community School
Cranford, Hounslow 1982.04 - 1989.04
Skills
- Communication skills
- Calm under pressure
- Team building
- Resourcefulness
- Public Relations
- Knowledge of MS Dynamics, Oracle , Exel,
- Problem-solving
- Public speaking
Affiliations
- sports and fitness, play tennis , squash, and table tennis on a weekly basis as well as a daily gym routine
- Music; Drumming, played in various bands since leaving school. also attending as may live gigs as I'm allowed
- Rugby , following England Rugby round the world,
Timeline
Customer Application Support EMEA
Verint Systems
2005.10 - Current
Major accounts executive
TNT International
1990.09 - 2004.07
A-Levels -
Cranford Community School
1982.04 - 1989.04