Erin Serdet
Crowthorne,Berkshire
Summary
Strategic and results-orientated Customer Success Manager with a proven ability to drive operational excellence, revenue and consumption growth and relationship reach across managed customers and partners. Skilled in aligning digital transformation goals and priorities with AI technology to grow customer reach and performance in the UK Policing sector. Combines deep product knowledge with strong analytical and communication skills to identify and grow opportunities, mitigate risks, and ensure long-term customer success. Recognised for consistently exceeding KPIs, leading cross-functional initiatives, and championing customer advocacy within the organization.
Overview
6
6
years of professional experience
Work history
Customer Success Account Manager
Microsoft
10.2022 - 08.2025
- Aligned to 5 UK Police forces to empower and drive consumption and delivery of Microsoft products across 3 clouds. Respsonsible for owning and maintaining impactful and consultative relationships with customers to identify areas of opportunity to expand on digital transformation efforts, identifying 21% of net new opportunities across FY25.
- Orchestrating both internal and partner resourcing existing to own end-to-end delivery of new technology deployments and existing licence consumption. Close rate of 97% on committed revenue across customer base.
- Transforming the customer experience with technical intensity and user adoption training for AI business solutions to drive customers in establishing their AI strategy for industry specific challenges.
- Led the support contract renewal discussions across customer base to represent value delivered to customers across the year through contract consumption and increased ROI. Secured 2 firsts for multi-year renewals, 2 enhanced offering up sales worth £130k and combined contract renewal value of £1.6 million over three years.
- Contributed as part of a cross-functional team to shape customer’s enterprise data strategy leading to Microsoft’s selection for key services across data and security, increasing license and revenue spend by over £400k across 12 months.
- Supporting large scale organisational change for UK policing across 14,000 users through Windows 11 and Copilot chat adoption, helping to navigate internal challenges and remover communication barriers to enable smoother transformation.
- Scaling across direct team, Public Sector CSAM community and UK Customer Success Unit as part of a working group to land new organisational initiatives for Incident Management program changes, Unified Value framework messaging and collaborate to innovate motions. Leveraging a growth mindset approach to adapt and support others in adopting new ways of working.
Multi National Accounts (MNA) Partner Marketing Manager
Microsoft
06.2021 - 10.2022
- CRN Women in Channel 2021 Graduate/Apprentice of the Year award Winner. Nominated by colleagues in my team, in October 2021 I was awarded the CRN women in channel award for my impact in role and across the technology channel, representing women Early in Career across the technology channel.
- Aligned to 4 MNA accounts across 5 lines of business, managing a $6million budget per year of marketing investment to influence, empower and drive Microsoft products across both Consumer and Commercial markets. Lead partner initiatives to build impactful partnerships and joint messaging to support the growth of Windows.
- SME in team on operational and compliance excellence with Microsoft marketing investments to partners, working across with legal and privacy stakeholders to ensure the activities were compliant and aligned to ROI requirements.
- Worked with internal operating teams to drive visibility and gain partner exposure through UK consumer retailers through ATL campaigns and social media activity.
- Stakeholder management across our UK managed reseller partners in Windows Pro, Office, and Education markets. Built and executed against local marketing investments to drive sales and adoption amongst the UK SMB customer base.
- Rejuvenated Windows 11 marketing execution in partnership with OEM’s across retailers for ATL campaign. Improved MNA execution of Windows 11 branding and messaging through OEM digital presence on retailer landing pages. Worked with internal consumer team to engage MNA partner for OEM inclusion, utilising $14 million of Microsoft investment
- Created Partner Club, an owned Microsoft partner resource centre that simplifies our partner experience for marketing materials, sales enablement resources and training.
Commercial Category Manager - Education
Microsoft
10.2019 - 06.2021
- Supported with the growth Windows 11 device adoption within the Education sector, enabling go-to-market strategy for MNA’s, distributors and resellers.
- Worked alongside the UK Education team to support in the orchestration of the DfE device tender which delivered 900k Windows devices into schools over 1 year during the pandemic.
- Established and executed the re-model of channel program EduWins covering 17 resellers across the UKI channel, identifying top 5 education partners and Microsoft Education device sales criteria
- Led the strategy and program management for channel programs ProWins and EduWins, co-ordinating and executing partner briefings and program announcements.
Education
A- Levels - Media, English Language & History (A,B,B)
Chartered Manager status - undefined
Chartered Management Institute
Prosci Change Management certified - undefined
Microsoft Global Challenger Sales training - undefined
Microsoft Fundamental certifications - Azure, M365 AI and Power Platform
Bachelor of Science - Professional Management
University of Roehampton
Skills
- Strategic stakeholder engagment
- Operational excellence in complex environments
- Revenue growth enablement
- Value realisation across digital transformation efforts
- Project and Program management with internal and external scale
- User adoption
- AI and Data strategy enablement
- Growth mindset approach
Timeline
Customer Success Account Manager
Microsoft
10.2022 - 08.2025
Multi National Accounts (MNA) Partner Marketing Manager
Microsoft
06.2021 - 10.2022
Commercial Category Manager - Education
Microsoft
10.2019 - 06.2021
Chartered Manager status - undefined
Chartered Management Institute
Prosci Change Management certified - undefined
Microsoft Global Challenger Sales training - undefined
Microsoft Fundamental certifications - Azure, M365 AI and Power Platform
A- Levels - Media, English Language & History (A,B,B)
Bachelor of Science - Professional Management
University of Roehampton
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