Salesforce
JULIETTE BARRETT
Senior Customer Success & ImplementationManager
London
Summary
Dynamic professional in client relationship management with a proven track record of enhancing customer satisfaction and loyalty. Expertise in strategic planning and execution consistently leads to improved customer engagement and retention. Recognized as a reliable team collaborator, adept at thriving in fast-paced, high-pressure environments while delivering exceptional results. Committed to contributing to a creative team that fosters growth and personal development in alignment with the evolving digital landscape.
Overview
8
8
years of professional experience
13
13
years of post-secondary education
Work History
Senior Enterprise Customer Success Manager
JIMINNY
01.2024 - Current
- Built trust with stakeholders through transparent communication regarding project progress and expected outcomes.
- Provided customer and market feedback to product team to help build features and solutions.
- Negotiated contract renewals skillfully, securing long-term commitments from key clients while maintaining profitability standards.
- Championed ongoing education among team members fostering a culture of continuous learning and growth.
- Enhanced customer satisfaction by proactively identifying and addressing potential issues within enterprise accounts.
- Managed key client relationships, leading to increased account retention and growth.
- Hosted virtual meetings with clients ranging from formal program reviews to end-user platform training.
- Improved churn rates by effectively managing at-risk accounts through proactive communication and targeted interventions.
- Established strong partnerships with clients by consistently delivering high-quality service and support.
- Spearheaded efforts to streamline internal processes, enhancing team efficiency and productivity.
- Conducted regular account reviews, identifying areas of improvement and implementing action plans accordingly.
- Leveraged deep product knowledge to provide expert guidance on best practices and optimal usage patterns for clients.
- Collaborated with cross-functional teams to ensure a seamless onboarding experience for new customers.
- Facilitated successful upsells and expansions by demonstrating the value of additional products or services to existing customers.
SENIOR IMPLEMENTATION EXPERT & CSM (SAAS)
eTribez Ltd
09.2022 - Current
- Company Overview: eTribez is the leading provider of Production Management ERP Platform. Providing a full SaaS cloud-based platform for the entertainment industry. Key features include Staffing, Finance, Casting Resource Management Legal and much more.
- End to End Implementation, Project Management & Customer Success Support for ITV Global Studios
- Working closely with Product on ITV’s specific Feature Development
- Structured Project Management throughout to adhere to ITV policies.
- Internal implementation of our Testing and Sign-off process for feature requests
- Change Management process created and implemented for the ITV finance team.
- Technical support and troubleshooting using Jira and Freshdesk ticket management.
- Monthly Product release management for ITV
- Integration specialist with Oracle Fusion & Talent Pay
- Service & Performance updates with ITV Stakeholders during QBR reviews
IMPLEMENTATION EXPERT & CSM (SAAS)
QUINYX LTD
06.2019 - 09.2022
- Company Overview: Quinyx is a leading workforce management software providing technology that simplifies scheduling, time reporting, communication, task management, budgeting and forecasting. Through advanced and flexible features, Quinyx helps more than 850 companies around the world remain compliant, improve efficiency, reduce costs of labour and engage employees.
- Global Retail – End to End Implementation for large retail enterprise companies incl: GANT, Philip Morris, HelloFresh, Daniel Wellington and Sally Beauty
- Mid to X-Large Customer ACV Onboarding experience
- Structured Project Management throughout the onboarding process
- Internal implementation of our Testing and Sign-off process
- Continued RnD as the product evolved
- Solutions Architect – Finding business fit software and implementation work arounds
- RnD – Testing & Compliance
- Customer Success
Account Manager & Training Operations
MIND THE PRODUCT
03.2018 - 01.2019
- Company Overview: Mind The Product is the world’s largest product community. Consisting of over 150,000 members and sold out events in 155+ cities around the world; Offering public and corporate training for product teams in any industry. As Account Manager I sought and obtained new corporate training opportunities.
- Account Management and client engagement
- Communicating client needs and demands
- Point of contact for all incoming leads
- Forecast and track client account metrics
- Develop and maintain long-term relationships with all accounts
- Service multiple clients concurrently and keep records of client transactions
- Identifying opportunities to grow business with new and existing clients
- Collaborate with training team for effective delivery
- Invoicing using Xero
Operations & HR Manager
FREEFORMERS
09.2017 - 03.2018
- Company Overview: Freeformers – tech start-up target driven social enterprise focusing on the people part of digital transformation, across retail, energy and the financial services. Full oversight and responsibility for the company’s operational functions, people, and HR management.
- Full HR functions for Freeformers
- Support to our Head of People and COO
- Creation of the company Handbooks, HR platform, Objectives & OKR’s
- Instrumental in setting up key automation across the business to enable scale;
- Asset and resources management
- Line manager to Events Assistant and Project Manager
- On-boarding new joiners unto all systems
- Off-boarding leavers
Education
BA (Hons) - Management
University of Westminster
London 01.2000 - 01.2006
A-LEVELS - Marketing (A), Business (B), English (B)
St. Hugh’s College
01.1999 - 01.2001
GCSEs - 9 GCSEs A-C (3As, 4 Bs, 2 Cs)
High School
01.1994 - 01.1999
Skills
User experience testing
Customer retention
Account management
Revenue growth
Skilled presenter in digital formats
Client engagement strategies
Project oversight
Client onboarding
System integration specialist
Goal setting and achievement
Data-driven decision making
Salesforce proficiency
Software
Planhat
Intercom
Conversation Intelligence
Asana / ClickUp / Trello / Mondaycom
Loom
Interests
Gym/Pilates, Theatre, Charity runs & Volunteering
References
Details available upon request
Timeline
Senior Enterprise Customer Success Manager
JIMINNY
01.2024 - Current
SENIOR IMPLEMENTATION EXPERT & CSM (SAAS)
eTribez Ltd
09.2022 - Current
IMPLEMENTATION EXPERT & CSM (SAAS)
QUINYX LTD
06.2019 - 09.2022
Account Manager & Training Operations
MIND THE PRODUCT
03.2018 - 01.2019
Operations & HR Manager
FREEFORMERS
09.2017 - 03.2018
BA (Hons) - Management
University of Westminster
01.2000 - 01.2006
A-LEVELS - Marketing (A), Business (B), English (B)
St. Hugh’s College
01.1999 - 01.2001
GCSEs - 9 GCSEs A-C (3As, 4 Bs, 2 Cs)
High School
01.1994 - 01.1999