Summary
Overview
Work history
Education
Skills
Certification
Relevant Experience
Affiliations
References
Timeline
Generic

Mark Muldoon

Hackney,London

Summary

Customer-centric professional with a strong background in relationship management, onboarding, and cross-functional collaboration. Proven ability to drive customer success through tailored engagement strategies, data-driven insights, and proactive account management. Skilled in managing customer lifecycles, improving product adoption, and maximising retention and expansion. Passionate about helping businesses streamline operations and achieve meaningful outcomes. Now seeking to bring this customer-first mindset to a CSM / AM role within a mission-driven SaaS company.

Overview

10
10
years of professional experience
4
4
years of post-secondary education
1
1
Certification

Work history

Commercial Consultant

SURREAL
London, UK
01.2025 - Current
  • Growing the relationship with wholesale accounts - developing customer-specific business plans, including annual joint business planning, sell-in strategies, promotional execution, and in-store activations.
  • Full responsibility for the delivery of revenue, margin, and other financial KPIs across the wholesale business, ensuring accurate forecasting and budget management.
  • Full responsibility for creating a field function within the business - including the operations and data flow & hiring, training, and management of 3 field representatives.
  • Working closely with supply chain, marketing, finance and category teams to ensure alignment and seamless execution of customer plans.

Senior Account Executive

Lightspeed Commerce
London, UK
04.2023 - 12.2024
  • Oversaw seamless post-sale onboarding and client transitions, ensuring alignment between Sales and Customer Success teams.
  • Built and nurtured long-term relationships with clients, supporting sustained engagement and upsell opportunities.
  • Collaborated closely with Customer Success, Product, and Implementation teams to ensure customers derived maximum value from the product.
  • Drove customer adoption and satisfaction by tailoring solution demos to operational needs, enhancing usability and product fit.
  • Leveraged Salesforce to maintain detailed customer records, track lifecycle progress, and flag churn risks early.
  • Ranked Top 10 in EMEA for revenue impact, thanks in part to strong customer relationships and low account churn.
  • Promoted to Senior AE based on performance and leadership in cross-functional customer strategy efforts.

National Account Manager (Grocery)

Slim's Healthy Kitchen
Belfast, NI
10.2022 - 04.2023
  • Managed key grocery partners, delivering tailored strategies that improved account performance and retention.
  • Presented performance reviews to senior stakeholders, identifying actionable insights for mutual growth.
  • Maintained CRM workflows and reporting for partner lifecycle tracking and sales forecasting.
  • Negotiated and onboarded new partners, ensuring alignment with strategic goals.

Senior Quality Assurance Analyst

Commonwealth Bank of Australia
Sydney, Australia
12.2019 - 06.2022
  • Led continuous improvement initiatives focused on client experience and operational accuracy.
  • Trained new team members and collaborated with leadership to embed a positive culture, team-work & service excellence.
  • Monitored service delivery metrics aligned with customer satisfaction and internal SLAs.
  • Documented all QA activities meticulously in CRM databases for auditing purposes.

Account Manager

LCC Group
Belfast, NI
08.2015 - 09.2019
  • Managed a portfolio of high-value B2B clients within the energy sector, achieving high retention and satisfaction.
  • Acted as primary point of contact for onboarding, issue resolution, and service optimisation.
  • Collaborated with Finance, Procurement, Logistics and Customer Success teams to ensure seamless account delivery.
  • Analysed sales data to identify trends and opportunities, driving continuous improvement in sales performance.

Education

Bachelor of Science - Public Relations

Ulster University
Belfast
09.2011 - 09.2015

Skills

  • Adobe Photoshop
  • Adobe Lightroom
  • Salesforce
  • HubSpot
  • ZenDesk
  • Monday
  • Excel
  • Power BI
  • Tableau
  • Looker

Certification

Photography Foundations: Exposure

Photography Foundations: Composition

Photography Foundations: Lenses

Level 2 Fitness Instructor

Level 3 Personal Trainer

Level 4 Strength & Conditioning

Business Analysis Fundamentals (Microsoft)
Business Analyst Professional (Microsoft)

Relevant Experience

  • Customer Success & Retention Strategy
  • Client Onboarding & Engagement
  • Stakeholder Relationship Management
  • Product Adoption & Value Realization
  • SaaS Lifecycle Management
  • Churn Mitigation & Health Scoring
  • QBRs & Success Planning
  • Cross-functional Collaboration (Sales, Product, Support)
  • Data Analysis & Reporting (Power BI, Tableau, Excel)
  • CRM & Success Platforms (Salesforce, HubSpot, ZenDesk)

Affiliations

  • Sports, Photography, Coffee, Guinness

References

References available upon request.

Timeline

Commercial Consultant

SURREAL
01.2025 - Current

Senior Account Executive

Lightspeed Commerce
04.2023 - 12.2024

National Account Manager (Grocery)

Slim's Healthy Kitchen
10.2022 - 04.2023

Senior Quality Assurance Analyst

Commonwealth Bank of Australia
12.2019 - 06.2022

Account Manager

LCC Group
08.2015 - 09.2019

Bachelor of Science - Public Relations

Ulster University
09.2011 - 09.2015

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