Miriam Sparrow-Wallis
Merriott,United Kingdom
Summary
Results-driven professional with focus on customer success and training. Delivering transformative client experiences through strategic relationship management and proactive problem-solving. Excels in optimising processes to enhance customer retention and increased spend.
Overview
22
22
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work history
Software Training Consultant
Kinetic
2026.01 - 2026.05
- Delivering engaging software training sessions (remote and on-site) to support successful customer onboarding, adoption, and long-term platform usage.
- Collaborating with cross-functional teams including Project Managers and Product teams to support implementations and enhance the overall customer journey.
- Supporting system configuration, data validation, and setup for new software deployments, ensuring accuracy and alignment with customer requirements.
- Acting as a customer advocate by gathering feedback, strengthening client relationships, and contributing to continuous product and service improvements.
- Innovative software solutions, helping industry leaders efficiently manage student accommodation, PBSA, events, and venues.
- Proven expertise in:
- Revenue growth
- Customer retention
- Relationship building
- Ed-tech consultancy
- Training & Coaching
- E-learning
Customer Success Manager
Tes (formerly Education Horizons)
, United Kingdom
2021.07 - 2026.01
- Managed key accounts to enhance recurring revenue streams.
- Led strategic customer business reviews to recognise successes and facilitate continued growth.
- Consistently exceeded sales revenue targets through effective upselling and cross-selling of associated products.
- Analysed customer data and feedback to identify trends and develop strategies to improve customer satisfaction and reduce churn by 10%.
- Collaborated with cross-functional teams to ensure successful onboarding, implementation, and adoption of Education Horizons' software solutions.
- Utilised CRM systems to streamline customer management processes.
- Partnered to a global community of schools, leaders, and teachers, providing innovative education software products, services, content, and resources.
Training Manager
Engage MIS
, United Kingdom
2017.01 - 2021.07
- Lead and motivated direct line reports in the Support Services Training team to produce best performance.
- Undertook performance management in line with company recommended procedures.
- Took part in Senior Management Team meetings and decision-making.
- Made key decisions relating to customer and staff training courses, resources and logistics.
- Managed the development and maintenance of syllabus-based training and assessment materials.
- Managed the development and maintenance of all e-learning across the company.
- Provided internal and customer training internationally and participate in inductions for new staff.
Senior Education MIS Trainer
Engage MIS
2015.05 - 2017.06
- Lead and motivated the Support Services Training team to produce best performance with OFSTED, ISI and international ministry requirements.
- Undertook performance management in line with company recommended procedures.
- Managed the development and maintenance of syllabus-based training and assessment materials.
- Managed the development and maintenance of the release webinar process to support the periodic releases of company software products.
- Provided internal and customer training internationally and participate in inductions for new staff.
Education MIS Trainer
Engage MIS
Yeovil
2008.09 - 2015.05
- Project leader and principal adviser in the creation of the company Course Content guide, Course Delivery Plans and Course Workbooks for the 30+ courses delivered to over 150 schools worldwide.
- Encouraged schools to explore the full use of their software in accordance to UK inspection and international ministry requirements.
- Contributed to the development and maintenance of syllabus-based training and assessment materials.
- Contributed to the development and maintenance of the release webinar process to support the periodic releases of company software products.
- Provided internal and customer training internationally.
Personal Tutor
Home Tutor
2004.09 - 2011.06
- Teaching students in all areas of English and literacy on a one to one and group basis.
- Providing a positive supportive education environment facilitating the pupils success and achievement.
Customer Advisor
Barclays Bank
2004.08 - 2008.09
- Cash-handling and customer service.
- Consistently scoring 100% in mystery shopping assessments.
Teacher
Yeovil College
Yeovil
2008.01 - 2008.06
- Planning and delivering literacy lessons to prospective care workers as a part of PGCE placement.
Teacher
Somerset Adult Learning and Leisure
Frome
2007.01 - 2007.10
- Providing a strategic plan of learning opportunities for Adults encompassing clarity of aims, objectives and learning outcomes, ensuring teaching plans are matched to learner needs.
- Additionally responsible for assisting with a variety of delivery and assessment strategies.
Sales Consultant
The Link
Yeovil
2004.11 - 2005.08
- Mobile phone sales.
Education
PGCE (PCE) - Post Compulsory Education and Training
University of Exeter
2006.09 - 2008.07
Level 3 Certificate - Delivering Learning using a VLE
UCY
2008.01 - 2008.06
BA (Hons) - English Studies
University of South Wales
1998.09 - 2002.06
Skills
- Virtual Learning
- Training Delivery
- Curriculum Development
- Team Leadership
- E-Learning
- Blended Learning
- Customer Service
- Educational Technology
- Teacher Training
Certification
- Coaching For Success - Tools and techniques to manage employee performance and career development
- Level 5 Diploma Train the Trainer
- SIA - Customer Expansion: Cross-Sell & Upsell
- SIA - Customer Success Fundamentals
- SIA - Difficult Conversations in Customer Success
- SIA - Executing Successful Business Reviews
- SIA - Managing Retention Deep Dive
- SIA - Objection Handling for AEs
- SIA - Sales Conversations that Win
Timeline
Software Training Consultant
Kinetic
2026.01 - 2026.05
Customer Success Manager
Tes (formerly Education Horizons)
2021.07 - 2026.01
Training Manager
Engage MIS
2017.01 - 2021.07
Senior Education MIS Trainer
Engage MIS
2015.05 - 2017.06
Education MIS Trainer
Engage MIS
2008.09 - 2015.05
Level 3 Certificate - Delivering Learning using a VLE
UCY
2008.01 - 2008.06
Teacher
Yeovil College
2008.01 - 2008.06
Teacher
Somerset Adult Learning and Leisure
2007.01 - 2007.10
PGCE (PCE) - Post Compulsory Education and Training
University of Exeter
2006.09 - 2008.07
Sales Consultant
The Link
2004.11 - 2005.08
Personal Tutor
Home Tutor
2004.09 - 2011.06
Customer Advisor
Barclays Bank
2004.08 - 2008.09
BA (Hons) - English Studies
University of South Wales
1998.09 - 2002.06