Hannah Saunders

• Managed Customer Success for 50+ clients, including key premium accounts, ensuring tailored support and service
• Delivered comprehensive training and one-on-one support to external stakeholders, enabling confident use of their Learning Management System (LMS)
• Led the onboarding process for new clients, including LMS configuration, brand integration, staff data handling, and creating success plans to align with their goals
• Supporting Premium clients who have purchased Compliance Tools by providing dedicated support and training. This involves comprehensive training on a range of different tools, supporting configuration of SSO (Single-Sign-On) and various integrations, such as SFTP, API's and SCIM
• Assisted clients with data analysis and report creation, offering insights and recommendations to enhance engagement and performance
• Held regular client meetings via MS Teams, Zoom, and in person, ensuring alignment with their goals and adapting support to each client’s unique needs
• Troubleshot technical issues, prioritising tasks and maintaining clear communication with internal and external stakeholders
• Utilised multiple platforms such as Intercom, Hubspot, Planhat, Loom and Azure DevOps for daily operations and client management
• Facilitated the onboarding of new internal team members, equipping them with the knowledge and skills necessary to succeed as Customer Success Managers
• Manage high volumes of support tickets via Intercom, whilst adhering to meeting a 4-hour SLA
• Identify and recommend upsell opportunities based on client needs
• Maintain strong customer retention rates
• Received multiple 5-star reviews on Feefo, reflecting dedication to client satisfaction and service excellence
• Collaborate effectively with team members, offering support wherever needed

• Creation of reports, providing a clear and concise analysis of data, including the responsibility to provide accurate data to The Sunday Times Newspaper
• Responsible for school publications, such as the weekly newsletter and annual magazine
• Management of internal student counselling sessions that are a highly confidential matter. Liaising with external counsellors and organising schedules on a weekly basis
• Greeting external stakeholders, organising meetings, and providing communication on behalf of the senior team
• Consistently exceeding targets, expectations, and responsibilities at a high level
• Managing multiple internal projects having the ability to multitask and prioritise on a daily basis, including being solely responsible for gathering data and submitting the school's census

• Creating extensive data report presentations, delivering to client stakeholders either face to face or virtually. Ensuring a clear concise story is told through statistics. Offering guidance and solutions to ensure growth and to retain business, with transparency and trust
• Building strong client relationships, by adapting my approach case by case- developing skills to provide a formal, professional yet personable and friendly service to all stakeholders
• Creating process documents for new starters and exploring ways to simplify or improve existing processes
• Organising and managing projects, ensuring a smooth end-to-end process and successful delivery of workshops and feedback
• Efficiently managed a high workload, prioritising tasks and demonstrating excellent organisational and time management skills, often multitasking across various responsibilities
• Being the key contact for over 120 clients gave me the responsibility of anticipating potential challenges and mitigating them before they occur. Supporting the sales team with process improvements and ensuring a tailored experience for each client depending on their requirements
• Project Manager for in-person L&D training sessions, with our consultants and clients

The last few months in my career at LHH, I was headhunted for the role of Junior Consultant, within the Delivery department.

Supporting candidates, providing 1:1 coaching through a difficult period in their life, offering guidance, and signposting to L&D resources tailored to the individual's personal situation.

In my early career, I kick started my passion for Customer Success at Red Letter Days, where I was promoted internally three times.

• Expressed care, patience and empathy when handling customer interactions for personalised experience
• Recorded and processed customer data accurately
• Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback
• Assisted customers with varying questions using product knowledge and service expertise
• Assisting between 20-70 customers a day via telephone, this consisted of answering queries regarding our products, customer complaints, and sales
• Using an in-house system and other software's such as Salesforce and Orbit
• Gained experience and confidence in creating a positive rapport with customers through multiple channels, such as by phone and email communications
• Handled customer complaints, providing appropriate solutions to guarantee positive outcomes