Muhammad Miah

At Ardens Manager, I have transitioned from a sales-focused role into a strategic and operational account management position. My responsibilities now focus on:

• Customer Onboarding: Creating and delivering structured onboarding and implementation plans tailored to individual GP practices, PCNs, and ICBs.
• Customer Utilisation & Engagement: Driving adoption of the platform through hands-on support, tailored training sessions, and proactive engagement strategies.
• Data Analytics & Critical Thinking: Extracting and interpreting healthcare data to help practices identify trends, benchmark performance, and highlight areas for quality improvement.
• Implementation Planning: Developing and coordinating go-live strategies, training timelines, and technical onboarding processes to ensure smooth implementation.
• Contract Drafting & Renewals: Supporting and managing the end-to-end contract lifecycle, including drafting, amending, and advising clients on contract terms and renewals.
• Key Area Engagement: Collaborating closely with stakeholders across regions to highlight service gaps and support improvement plans using Ardens' suite of tools.
• Cross-functional Collaboration: Acting as the bridge between the customer, product, and development teams to feedback requirements and influence product evolution.

• Developed and executed engagement strategies to grow prospective accounts and retain existing members.
• Played a key role in achieving 89% membership renewal rate within the first year and successfully closed 23 new memberships.
• Collaborated closely with the marketing team to align messaging, optimise campaigns, and improve lead capture through website forms.
• Partnered with the CEO to create and deliver new training courses, webinar content, and membership offerings.
• Delivered live webinars and product demos to stakeholders, showcasing course benefits and membership value.
• Identified new business opportunities and built relationships with key decision-makers to support long-term growth.
• Assisted clients in selecting appropriate training courses, ensuring compliance with industry legislation.
• Demonstrated strong negotiation skills by upselling during final stages of deals and throughout ongoing member relationships.
• Monitored client feedback, training evaluations, and reporting data to identify trends and recommend improvements.
• Supported proposal development and pricing strategy tailored to individual client needs and objectives.

• Acted as a key point of contact for new and existing customers, providing onboarding support via email, phone, and live chat to help them get started with the CRM platform.
• Built and managed a personal sales pipeline by qualifying leads and implementing upselling strategies for additional CRM modules and features.
• Delivered live weekly product demonstrations and webinars, managing all communications and schedules to maximise customer engagement.
• Maintained accurate CRM records by documenting all customer interactions and activities.
• Resolved customer queries, including technical support and billing enquiries, and processed ad-hoc payments and repeat invoices.
• Identified and escalated recurring product issues to the Head of Support and Development teams, contributing to product improvement.
• Supported the quoting process for qualified prospects and assisted in the development of tailored proposals.
• Collaborated with the Development and Marketing Manager on product launches, email campaigns, and content updates across the website and Support Hub.
• Monitored sales, revenue performance, and customer engagement metrics, providing regular performance reports to management.
• Achieved £48,000 in new sales during Q3 2019, exceeding quarterly targets.
• Stayed up to date with SaaS industry trends, data protection regulations (e.g., GDPR), and customer needs to inform sales and support strategy.

• Supported the Sales Manager with customer onboarding, live chat queries, and day-to-day administrative tasks to ensure a smooth client experience.
• Managed relationships with Affiliate Partners to maximise promotional opportunities and boost brand visibility.
• Assisted in organising key events, including the annual user conference, industry exhibitions, and seminars.
• Conducted research and wrote content for the company website, customer case studies, and topical blogs.
• Monitored and managed the company’s social media channels, posting relevant content and reporting on engagement trends.
• Identified recurring customer issues and escalated them to relevant teams to inform product and support improvements.

• Managed and assessed motor claims across multiple insurance brands including Eldon, Swinton, Insure2Drive, Sabre, TCS, and First Central.
• Liaised with customers to gather detailed accident information, building strong non-fault cases and ensuring timely resolution.
• Negotiated with third-party insurers to resolve disputed claims, requested supporting documentation, and recovered outlay costs.
• Independently handled complex claims using a methodical, customer-first approach to deliver fair outcomes.
• Resolved customer complaints efficiently by identifying issues and implementing appropriate solutions.
• Acted as a key point of contact for colleagues, providing support and promoting departmental best practices.
• Maintained clear communication with internal partners including Enterprise-Rent-A-Car and engineering teams via phone and email.