Fotios Tsiakiris
London
Summary
A target-driven and results-oriented Customer Success Manager with 5 years of experience in customer success, account management and sales in a B2B SaaS and B2C retail environment. Customer-oriented and meticulous with experience in building relationships, cultivating partnerships, retaining top accounts, and growing profit channels. Proven track record and expertise in expanding network connections, introducing new products, and identifying customers' needs to deliver solutions.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Client Success Manager
Evelyn Partners
London
07.2023 - Current
- Managed a portfolio of 40 accounts with £535k ARR achieving 56 NPS and 95% retention rate
- Developed processes and oversaw customer due diligence, billing, onboarding and CRM update resulting in 30% increase in customer satisfaction
- Designed and delivered successful training sessions and educational resources, increasing customer utilisation by 36%
- Led the development of the existing Employee Financial Wellbeing service offering from minimum viable product to full-scale functionality
- Increased customer retention rate by 26% through creating and implementing a customer success strategy that identified user needs, provided proactive customer service and shared best practices with customers
- Developed processes for converting senior executives and employees into Evelyn Partners’ financial planning/wealth management business
- Worked with the central marketing team to develop and implement a national marketing campaign to drive sales as well as creating marketing collateral for customers
- Overall responsibility for planning, delivery of Financial Wellbeing seminars, utilising Financial planning teams to develop content and deliver seminars
Account Manager/ Business Development
Yoti
London
02.2022 - 05.2023
- Closed, onboarded and manage a portfolio of 150 accounts totaling £470k in sales
- Increased customer satisfaction while cross-selling and up-selling Yoti products through strategic account management with a £200k p.a quota. Average deal value £5-35k.
- Planned and managed complex customer onboarding process and account set-up as well as product training
- Managed complex sales and onboarding cycles from 2 weeks - 6 months
- Developed and managed customer relations with a 98% Account retention rate
- Planned and developed customer onboarding process including training materials
- Hosted strategic quarterly meetings with customers to drive value in their business and discuss key customer success metrics
- Regularly contacted customers and prospects to explain product features and updates, and solicit orders
- Negotiated prices, terms of sale, service agreements, and renewals
- Ensured that CRM (Salesforce) is constantly updated with accurate information relating to contacts, accounts and opportunities
- Managed the full sales process from prospecting through to a successful close, managing both internal and external
communication. - Generated leads through cold outreach and capitalised on valuable business opportunities to bring in new company revenue and improve bottom-line profitability.
- Increased inbound lead conversion by 40%.
Junior Business Development Manager
Yoti
London
11.2021 - 02.2022
- In charge and managed all inbound leads of the company
- Developed new campaign messaging and touch points to educate customers on the company's products
- Maintained client records in CRM systems, ensuring streamlined data processes for maximum efficiency.
- Consistently exceeded revenue targets through new account penetration and development.
Assistant Manager
Enterprise Rent A Car
London
10.2018 - 10.2021
- Managed relationships with 80 key existing accounts and developed new corporate accounts through sales calls with a 48 new leads p.a quota.
- Increased branch revenue through effective cross and up-selling insurance products and reservation upgrades
- Managed customer concerns to secure over 93% customer satisfaction on a monthly basis
- Proactively identified and solved complex strategy problems that impacted sales management and business direction.
- Developed and maintained relationships with departments within the company to ensure branch operation
Education
Bachelor's Degree - Marketing
Solent University
Southampton 04.2001 -
Skills
- Project Management
- Problem Resolution and Escalation
- Process Improvement and Implementation
- Proficient in Hubspot and Salesforce
- Data analytics and Reporting
- Customer Training and Education
- Customer Relationship Management
- Strategic Planning and Product Utilisation
Languages
Greek, English
Native language
Certification
Selling for Impact - Winning by Design
Timeline
Client Success Manager
Evelyn Partners
07.2023 - Current
Account Manager/ Business Development
Yoti
02.2022 - 05.2023
Junior Business Development Manager
Yoti
11.2021 - 02.2022
Assistant Manager
Enterprise Rent A Car
10.2018 - 10.2021
Bachelor's Degree - Marketing
Solent University
04.2001 -
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