Latisha Springer
London,ENG
Summary
An award-winning Customer Success leader with a proven track record of driving strategic growth, team performance and client retention in EMEA Healthcare.
Dubbed as Healthcare's 'puncture tyre repair kit' for my innate ability to troubleshoot, collaborate with multiple departments and deliver positive results. I have over 5 years of experience with blending commercial insight with leadership (Customer Success at GD Healthcare and Account Manager at Tottenham Hotspur FC). I am eager to shape and execute high-impact CS strategies, foster team development and collaborate with C-Suite to maximize client lifetime value.
Overview
8
8
years of professional experience
2028
2028
years of post-secondary education
Work history
Customer Success Manager EMEA
GlobalData Healthcare
London, Blackfriars
10.2024 - Current
- Managing EMEA teams by sharing best practices to succeed and strategies for success plans in healthcare. Everyone on my team was nominated for awards within the first 2 months as manager
- Also managing 7 Key Account territories whilst tasked with enhancing recurring revenue streams.
- Established new customer success initiatives in Key Accounts, boosting overall loyalty and engagement rates.
- Cultivating lasting client relationships through personalized service approaches; saving at-risk accounts
- Utilizing SalesForce and Gong to streamline customer management processes and have insight on team performance
- Frequently suggesting product changes based on client feedback
- Daily cross-collaboration with R&A, development support, account managers and directors to improve communication and clarity for all
- Training internal teams on maximizing clients' investments and enhancing service experiences.
Senior Customer Success Executive
GlobalData Healthcare
City of London
02.2023 - 10.2024
- Started as a Customer Success Executive and was promoted to Senior in April 2024
- Managing a £7.3m portfolio of C-100 Key Pharma Accounts
- Educating end-users about the databases in our intelligence centres
- Working with Key Account Directors for accelerating adoption and growth through F2F meetings and virtual training
- Expertise in Pharmaceuticals, Medical Devices and Market Access
- Negotiated contract renewals, securing ongoing commitment from key clients.
Customer Service Executive
Swytch
11.2021 - 01.2023
- Global Aftercare and Sales Support
- Top scores for email, video and chat support for both sales and faults
- Responded to high volumes of customer tickets quickly - on average 60-80 tickets on Zendesk every 3-4 hours
- Logistics management - manually dispatched SKU products via regional and ROW dispatch hubs such as Royal Mail, ups and more
- Trained our teams by sharing product knowledge and helped colleagues reach their KPIs
- Created invoices through Xero
Compliance Officer
HMRC
11.2020 - 11.2021
- Enhanced identity checks for Self Employment Income Support Scheme (SEISS)
- £1M in repayments to fraudulent accounts successfully blocked in 3 days - a record in my cohort
- Assisted in the development of corporate policies, procedures and controls that addressed identified risks.
- Data reconciliation using 6 systems per case (KCOM - Jabber & Finesse)
- Delivered comprehensive training sessions on compliance matters to staff, enhancing overall understanding and adherence to policies
- Conducted frequent compliance audits
Sales Account Manager
Tottenham Hotspur Football Club
10.2017 - 07.2020
- Principal point of contact for 500 Premium members
- Generated £262,869 in contract extensions from Nov 2019-Feb 2020; average term length of 3 additional years
- A record 750 calls and 30 hours of talk time with members in 1 month. Combined with a renewal rate of 88-96% after initial term length expiration
- Negotiated contracts to secure profitable deals. e.g. Champions League Final revenue boosted by cross-selling exclusive UEFA packages to 3 members - totalling £95,000. The only AM/sales to do this.
- Successfully led the Transport & Parking project for 1st Team Players, Coaches, VIPs and boxholders
- Chairman's personal liaison on match days for Chairman's Suite and Premium Levels 2 and 3
- CRM Champion via Microsoft Dynamics Navision - invoicing, creating license agreements and lead generation
- Forward upselling, retention strategies and cross-selling implementation
Education
Events Management -
London Metropolitan University
London 09.2014 - 05.2016
A Levels - PE, Biology, Psychology and AS-French
Christ The King Sixth Form College
09.2007 - 06.2009
GCSEs - 12 GCSES - A-B. English Lang (A), English Lit (A), Biology (B), Maths (B), Physics (B), Chemistry (B)
Haberdashers' Aske's Hatcham College
09.2002 - 07.2007
Apprenticeship in Business Administration; Intermediate Level -
Mitre Group
Skills
- Leadership
- Client Relationship Management
- SaaS product knowledge
- Upselling capabilities
- Mentoring and coaching
- KPI monitoring
- Customer retention strategies
- Onboarding processes
- Expert in using CRM systems
- Customer lifecycle understanding
- Churn rate reduction expertise
- Compliance, account management, customer success
- Operational support
- Process Improvement
Timeline
Customer Success Manager EMEA
GlobalData Healthcare
10.2024 - Current
Senior Customer Success Executive
GlobalData Healthcare
02.2023 - 10.2024
Customer Service Executive
Swytch
11.2021 - 01.2023
Compliance Officer
HMRC
11.2020 - 11.2021
Sales Account Manager
Tottenham Hotspur Football Club
10.2017 - 07.2020
Events Management -
London Metropolitan University
09.2014 - 05.2016
A Levels - PE, Biology, Psychology and AS-French
Christ The King Sixth Form College
09.2007 - 06.2009
GCSEs - 12 GCSES - A-B. English Lang (A), English Lit (A), Biology (B), Maths (B), Physics (B), Chemistry (B)
Haberdashers' Aske's Hatcham College
09.2002 - 07.2007
Apprenticeship in Business Administration; Intermediate Level -
Mitre Group
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