Nasmin Razaq

Led UK customer success onboarding and support team for retention-focused support and applying upsell initiatives across strategic accounts. Managed a £6 million book of business and a team of 7.

Drove retention through adoption growth and renewal strategies across lifecycle stages.

• Elevated customer experiences with trusted advisory guidance and personalised support.
• Delivered tailored account solutions across industries, addressing unique sector challenges effectively.
• Fostered a positive work environment through effective communication and conflict resolution tactics.
• Built strong rapport with team members, promoting a cohesive and collaborative workplace.
• Facilitated weekly meetings to discuss progress on projects, deadlines, objectives and concerns.
• Maintained up-to-date knowledge of industry trends, enabling informed decision-making processes.
• Key Responsibilities & Achievements:

• Developing and executing bespoke account strategies, leveraging deep client insights to drive revenue growth, retention, and expansion opportunities.
• Engaging senior stakeholders through face-to-face consultations, identifying key challenges, presenting tailored value propositions, and securing strategic buy-in.
• Driving a customer-centric approach, aligning institutional goals with company objectives to foster long-term collaboration and sustainable growth.
• Managed strategic client engagement to enhance long-term relationships and drive client loyalty.
• Oversaw account management processes, achieving high client satisfaction and retention rates.
• Managed high-volume client interactions, resolving queries and complaints swiftly to uphold exceptional customer satisfaction.
• Partnering with top UK universities, including Imperial College London and The University of Edinburgh, to establish and maintain high-value relationships.
• Leading high-impact networking initiatives, actively participating in industry events, conferences, and internal engagements to expand professional connections.
• Conducted market analysis to identify trends and inform strategic decisions.
• Staying ahead of industry trends through proactive market research, ensuring the business retains its competitive edge as a market leader.
• Acting as a trusted advisor on academic integrity, guiding universities in policy development and best practices to support compliance and excellence.