
A highly skilled Commercial Operations & Business Analyst with expertise in data analysis and interpretation, and process design and implementation across SaaS, technology, and professional services environments. Demonstrates strong communication competence and problem-solving abilities, complemented by project management experience. Committed to leveraging these skills to drive organisational success and enhance operational efficiency. Trusted business partner to C-level stakeholders, known for strong analytical thinking, empathy and delivery focus.
•Business partner to Customer Success leaders & SLT on strategic operations planning and execution.
•Monthly accounting and CRM system’s data reconciliation to ensure accurate forecasting and reporting
•Project Management of Hubspot(CRM) revamp with external consultancy support
•Customer Success Journey documentation, process improvement, automation and optimisation.
•Pipeline & Forecast tracking for CS Team.
•Monthly Business Review and ad hoc data reporting and analysis to support SLT and managers on critical decisions (product development, target market and ICP focus).
•Collaboration with different departments (Products, Marketing, RevOps, Finance) for various projects (new region/new product launch, marketing campaigns launch and tracking, system & process improvement).
•Sales, Partner & CSM commissions calculation
•OKR tracking and performance analysis
•Reporting & Dashboard creation and Data visualisation (Planhat, Excel).
•Process mapping BPMN (Miro/PPT), manual (playbook document) creation, improvement and communication to all relevant teams, monitoring of adoption.
•As a Mental Health First Aider and a Counselling & Psychotherapy student, I am leading a Mental Health Forum to promote the importance of mental health amongst employees.
•Business partner to SLT on strategic operations planning and execution (migration to subscription model, customer journey, promos, churn analysis, customer tiering, adoption).
•Pipeline & Forecast overseeing, internal QBR organisation & Deal Desk support for CSMs following MEDDIC sales framework
•Monthly Business Review and ad hoc data reporting and analysis to support SLT on critical decisions (customer consumption analysis and forecast, retention vs expansion numbers etc).
•CS tool (Planhat) project management and adoption: planning & configuration to underpin customer journey and auto-renewal process (playbook creation, automation, KPI analysis and dashboards creation, customer health score metrics, risks & opportunities identification).
•Collaboration with different departments (Products, Marketing, RevOps, Finance) for various projects (new region/new product launch, marketing campaigns launch and tracking, system & process improvement).
•Data quality maintenance and systems support for CSMs.
•Reporting & Dashboard creation and Data visualisation (Salesforce, Planhat, ThoughtSpot).
•NPS score campaigns set up and analysis (Planhat).
•Process mapping BPMN (Miro/PPT), manual (playbook document) creation, improvement and communication to all relevant teams, monitoring of adoption.
•Represent and promote the Illuminet brand, point of contact for all employees for information.
•Recruit, train and lead the Business Operations Administration team and train/support the Sales team.
•Introduce metrics for team productivity.
•Lead the PMO function - managing contractual and deployment of consultants for client work.
•Lead process and CRM improvement and utilisation.
•Maintain, improve and develop consultancy products with project management methodologies (Agile, Lean, Waterfall, Six Sigma, Kanban) for on-premise delivery and develop virtual delivery.
•Develop training program to certify consultants on Illuminet Products delivery.
•Run ISO 9001:2015 Certification and implement quality standards for the Products Team.
•Assist Sales via Business and networking events organisation and participation.
•Lead the Associate Partnership programme for business development.
•Draft presentations for new products, proposals, whitepapers etc
Data analysis and interpretation
Process design and implementation
Revenue, ARR/GRR & Forecasting
Commissions calculation
OKRs, KPIs & Performance Tracking
Project Management
Communication skills
Problem-solving
Conflict resolution capabilities
Cross-functional collaboration