Nicolette Stewart

• Coaching and managing a team of 11 Customer Success Managers across Europe, Middle East and Africa. Responsible for ARR of $47M from 350+ named accounts and 320+ Digital accounts.
• Consistently achieved renewal targets above 91% with increase in NRR with the additional of upsell and growth opportunities above $5.5M.
• Responsible for all aspects of forecasting, reporting and team management, including restructuring the CSM role as it evolved into being highly focused on achieving customer outcomes through objectives in tailored Customer Success Plans which in turn became a great source of revenue.

• Manage a team of 6 Customer Success Managers across the UK&I responsible for roughly $32M in business.
• Developed and implemented customer success strategies resulting in an increase in customer adoption/verified outcomes as well as an increase in NRR.
• Monitoring and sharing best practices with the Customer Success team across the account base. A focus on KPI's of retention, advocacy, adoption and risk management.
• Significant cross-functional influence, including Sales, Support, Marketing, Product and Engineering. Ability to take the lead in customer escalations and identify the best course of action for all parties. Autonomous planning and decision making for the team.
• Creating and maintaining Customer Success Metrics and reports to track team performance and provide insights for executive decision-making.
• Conducting regular customer satisfaction calls/surveys and use data-driven insights to make improvements by assisting the team to enhance customer value and satisfaction.
• Mentorship and guidance for the Customer Success team. Responsible for any HR/team governance/team structure planning and recruitment. Working very closely with the other boat leads both from a sales and a Customer Success Management perspective. Strategic vision and ability to lead in complex cross function planning sessions and escalations

Ensuring a high level of Retention, Expansion, Adoption and Advocacy for 18 accounts with an ARR of around $9M as well as Managing a team of 4 CSM's across the UK&I region. Working closely with all internal teams including Product Management, Sales, Renewals etc to ensure the Customer achieves value realisation and verified outcomes.

• Having a book of business of 37 accounts at an ARR of $10M
• Transformed systems and processes to boost efficiency.
• Resolved customer support requests within target timeframes.
• Collaborated with developers to fix bugs and streamline interfaces.
• Delivered Customer Success Plans and Executive Business Reviews to evaluate outcomes to drive improvements.
• Driving Education and Service Adoption within the Account base.
• Tracking account risks and reporting to ensure all internal parties are aware of necessary actions to prevent churn.

• Responsible for Managing the Renewal process for all Accounts in EMEA totally around 480 accounts..
• Managed renewal contracts through to software delivery for perpetual accounts
• Delivered business strategy to drive revenue and operational efficiencies.
• Built and maintained loyal, long-term customer relationships through effective account management.
• Tracked KPIs to drive profitability and target delivery.
• Increased revenue streams by reducing costs, managing schedules and performing variance and risk analysis to implement corrective actions.