Nicola Hunter

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• Developed customer success strategies for improved customer retention.
• Established key performance indicators with aim to measure team's effectiveness.
• Streamlined processes, resulting in quicker issue resolution times.
• Led a team of Customer Success Managers, improving overall team performance.
• Orchestrated efficient onboarding process to enhance user experience.
• Optimised the use of CRM software to efficiently manage customer data.
• Championed adoption of new technologies within the department driving efficiency and productivity.
• Prioritised tasks effectively to meet deadlines and achieve objectives swiftly.
• Collaborated closely with sales teams to ensure smooth handovers and ongoing account management.
• Devised quarterly business reviews for strategic planning and forecasting purposes.
• Implemented a feedback system for better understanding of customer needs.
• Worked closely with product development teams, providing them valuable customer feedback for improvements.
• Coordinated cross-departmental collaboration leading to more holistic solutions being provided to clients.
• Handled escalated customer issues promptly ensuring minimal disruption to their operations.
• Promoted proactive approach within the team resulting in higher client satisfaction rates.
• Proactively engaged customers through multiple channels maintaining consistent engagement levels.
• Built rapport with clients by creating personalised experiences tailored to their specific needs.
• Analysed trends using data-driven insights for continuous improvement in service delivery.
• Created training programmes, ensuring a high level of service consistency across all touchpoints.
• Optimised return on investment to improve client satisfaction and loyalty.
• Balanced company and client priorities to achieve mutually-beneficial arrangements.

• Building and leading a world class team of 40 to drive annual renewal targets to the tune of £30m, plus additional growth revenue and 92% retention rate.
• Defining and optimizing the client lifecycle by leading projects that drive service adoption, value realisation and client journey improvements.
• Representing the experience of the customer within Citation and Group during discovery sessions, ongoing projects and implementation plans
• Working closely with the Head of Sales to align strategies and products, new business forecasting and account opportunities
• Working closely with the Head of Marketing to develop a campaign plan for the year and reactive digital campaigns when required.
• Creating and renewal forecasts and a dashboard of other key metrics with cross-functional leaders and board.
• Preparing and presenting bids for existing clients going out to tender and assisting other bid managers responsible for new business
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health score.

• Played a pivotal part in ensuring the smooth running and performance of business-to-business contracts and relationships within the Public Sector.
• Responsible for the account management of several key customers, including the National Health Service, The Ministry of Justice, HM Prison Service, local Government, several charities and Capita PIP.
• Contributing to tender submissions, the negotiation of contracts and service level agreements and always striving towards continuous improvement of service delivery.
• Serviced high-profile accounts, reinforcing company reputation in the industry.
• Delivered tailored solutions to meet individual client needs.