SalesForce
Graeme Hunter
Customer Success Manager
Old Windsor, Windsor
Summary
Dedicated customer success champion with a solid background in customer success and technical account management within the SaaS industry and a passion for driving exceptional customer experiences. Proven experience in nurturing client relationships from onboarding to identifying training requirements, through to continued customer advocacy, support and governance as well as being adept at cultivating and identifying upsell opportunities through to conclusion.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Client Relationship & Success Manager
Travelex Currency Services
01.2022 - Current
- Partner with premier and high-value banking clients to build positive relationships, championing customer success and needs to optimise foreign currency fulfilment services
- Propel continuous improvements across services, SLA metrics, and customer satisfaction by defining and translating unique client needs into customised account and success management strategies.
Senior IT Customer Success Manager
Zellis HR Software
01.2017 - 01.2021
- Ensured and optimised client satisfaction across 15 tier-1 strategic enterprise HCM SaaS customers, overseeing user uptake/adoption, solution performance, and system performance to monitor alignment with business targets
- Shaped and implemented bespoke client account strategies, tailoring approaches to unique client goals to strengthen relationships and enable success.
Senior IT Client Account Manager
Northgate Arinso HR (NGAHR)
01.2013 - 01.2017
- Directed Human Capital Management (HCM) SaaS services implementation and utilisation, serving as a key point of contact for customers to quickly resolve emerging issues or challenges
- Achieved on-target performance in KPIs and CSAT ratings, overseeing the satisfaction and success of a combined book of business valued at £3.5M ARR.
Education
Bachelor of Arts (Hons) - Business Information Systems
University of Humberside (now University of Lincoln)
Skills
Customer Account Management
Strategic Planning
Client Relations and Relationship Building
Solution Onboarding & Training
Opportunity & Revenue Stream Identification
Churn Rate Optimization
Project Management
Client Cadence & Governance, QBRs and Bespoke Reporting
Cross-Team Collaboration
SLA Management
Websites
Certification
ITIL Certified
Selected Highlights
- Established history of delivering against KPIs, OKRs and contractual commitments.
- Extensive track record of elevating user adoption, improving CSAT and NPS ratings, and increasing overall client satisfaction through strong engagement and collaborative and strategic relationship development.
- Reduced churn rates by 25% by implementing success strategies for growth and product adoption.
- Adept at identifying upsell opportunities and working with sales and product management and presale teams to deliver.
- Demonstrated strengths in collaborating with diverse client stakeholders to resolve issues, identifying challenges and shaping unique approaches to ensure satisfactory win-win outcomes.
- Extensive track record of elevating user adoption, improving CSAT and NPS ratings, and reducing overall churn through strong engagement and collaborative and strategic relationship development.
- Client cadence chairing regular senior and “C” level monthly or quarterly customer business reviews fully documented, bespoke reporting and metrics.
Software
ServiceNow
Gainsight
MS Excel
MS Word
PowerPoint
Timeline
Senior Client Relationship & Success Manager
Travelex Currency Services
01.2022 - Current
Senior IT Customer Success Manager
Zellis HR Software
01.2017 - 01.2021
Senior IT Client Account Manager
Northgate Arinso HR (NGAHR)
01.2013 - 01.2017
Bachelor of Arts (Hons) - Business Information Systems
University of Humberside (now University of Lincoln)