Summary
Overview
Work history
Education
Skills
Timeline
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Louis Murray

Summary

A results-driven and experienced Customer Success Manager with a proven track record of building strong relationships, driving customer satisfaction, and delivering exceptional results.


Adept at understanding customer needs, providing strategic guidance, and ensuring successful adoption of solutions. Strong analytical mindset to identify opportunities for growth and proactively address challenges. Excellent communication, collaboration, and problem-solving skills to foster customer success and achieve business objectives.


I currently manage a global portfolio of clients, with an ARR exceeding £4mil across a mixture of National and Enterprise accounts.

Overview

12
12
years of professional experience

Work history

Customer Success Manager II

Achievers
London
02.2023 - Current
  • Act as voice of customer, predicting future business requirements and presenting solutions
  • Produce strategic account plans to support long-term client engagement and success
  • Lead on QBR's, ensuring executive sponsor advocacy and engagement
  • Responsible for producing a weekly Customer Success newsletter, which is distributed to the global Customer Success team
  • Built meaningful client relationships using multi-channel approach.
  • Mitigated risks with proactive planning and targeted solutions.
  • Onboarded clients, tailored products to business requirements and continued to drive success post launch
  • Identified opportunities to expand client business using deep operational knowledge.
  • Maintained 100% renewal rate and consistently exceeded ARR targets

Customer Success Manager

Achievers
London
02.2020 - 02.2023
  • Served as subject-matter expert with strong technical expertise.
  • Held workshops with 'program champions' to drive success and usage
  • Drove renewals by analysing client needs and data.
  • Transformed systems and processes to boost efficiency.
  • Achieved high customer retention with concerted engagement.
  • Supported the sales team by joining prospect meetings and showcasing the role of a CSM

Commercial Manager

Track24
Dubai
09.2017 - 02.2020
  • Manage client retention and growth for a Security Tracking and Crisis Management company
  • Develop global business opportunities and onboard Channel Partners
  • Build and manage pipelines for software products and oversee project trials
  • Work closely with senior leadership to improve processes and strategic approach.
  • Retained existing customer accounts through consistent engagement and data analysis.
  • Produced management team reports on account health and target delivery.
  • Sourced in-country IVMS installers and onboarded them to a high standard

Channel Partner Manager

MiX Telematics
Dubai
05.2016 - 09.2017
  • Managed channel partners in emerging and established markets for a leading Telematics company
  • Travelled extensively for partner management, sales pipeline development, and training
  • Successfully brought new channel partners on-board in emerging markets
  • Project managed a global telematics rollout for the United Nations.
  • Supported and led on success meetings, delivering KPI metrics and showcasing ROI
  • Lead strategic QBR meetings with varying audiences

Key Account Manager

Track24
Dubai
06.2014 - 05.2016
  • Managed key markets, including Iraq, for a Security Tracking and Crisis Management company
  • Traveled to Iraq to meet with key clients and ensure client retention and growth
  • Project managed the build and development of Track24's monitoring platform
  • Built relationships with decision makers at client head offices in the Middle East.

ROW Account Manager

Track24
London
05.2013 - 06.2014
  • Managed clients in the 'Rest of World' region for a Security Tracking and Crisis
  • Management company
  • Maintained relationships with clients and provided training and support
  • Grew existing accounts with a focus on satellite solutions
  • Liaised with suppliers, including satellite and hardware providers.

Client Support Officer

Track24
London
12.2011 - 05.2013
  • Provided customer support and training for a Security Tracking and Crisis Management company
  • Handled support issues, conducted training sessions, and managed quotations
  • Assisted the Account Management team with client retention
  • Maintained supplier relations and handled operational support.

Education

Business Administration

North Hertfordshire

Skills

  • Customer Success
  • Relationship Building
  • Sales and Upselling
  • Project Management
  • Client Retention
  • Training and Support
  • Strategic Planning
  • Communication Skills
  • Microsoft suite, Sharepoint, Salesforce, Hubspot, Catalyst, Showpad

Timeline

Customer Success Manager II

Achievers
02.2023 - Current

Customer Success Manager

Achievers
02.2020 - 02.2023

Commercial Manager

Track24
09.2017 - 02.2020

Channel Partner Manager

MiX Telematics
05.2016 - 09.2017

Key Account Manager

Track24
06.2014 - 05.2016

ROW Account Manager

Track24
05.2013 - 06.2014

Client Support Officer

Track24
12.2011 - 05.2013

Business Administration

North Hertfordshire
Louis Murray