Laura Nicolaides

NCC Group are a global expert in cyber security and risk mitigation, working with businesses to protect their brand, value, and reputation against the ever-evolving threat landscape.

Key Responsibilities

• Responsible for renewals, retention, and upsells across 100+ Major Accounts valued currently at £1.3m.
• Ensure a minimum retention rate of 95%.
• Identify any renewal risk and lead retention calls to minimise churn.
• Work alongside sales to identify growth opportunities
• Protect and grow our existing client base by offering customer-centric support, building long-term relationships, and providing a win/win solution that meets the customers' expectations.
• Keep customers informed of market regulations and initiatives.
• Manage inbound leads.

Achievements

• Achieved 99% retention rate - the highest rate within the team (which year?)
• Selected to onboard, train and provide ongoing support to our new CSM team based in Amsterdam.

Worked alongside Sales and Legal as part of the Customer Operations Team, which provides a single post-sales interface for customers and plays a key role in ensuring customer-facing and sales processes are executed effectively and accurately.

Supported the deposit management team to ensure source code was received and managed effectively through the respective CRM System,

Key responsibilities

• Progressing new orders from the point of customer commitment to the point of handover to delivery
• Ensuring that all orders contain accurate information on all relevant systems and that orders are expedited through internal governance processes without incurring unnecessary delays
• Responsible for the successful onboarding of new customers and the resolution of post-sales queries from customers and related 3rd parties
• Proactively maintaining and updating customer account information, including contacting customers to update contact details
• Responsible for the timely and efficient processing of confirmed customer Terminations
• Novation queries
• Working closely with legal contracts
• Data inputting
• Software Testing - Integrity
• Secure Code Handling
• Annual accreditation/Security Checks
• Vault move - AMS

Following an organisational restructure, I was promoted to Customer Success Manager.