Summary
Work History
Skills
Timeline
Overview
Hi, I’m

Paul Oughton

Senior Customer Success Manager
Sedgefield
Paul Oughton

Summary

I am a results-driven and customer-focused Customer Success Manager with 15 years of experience in the SaaS and Telecommunications industries. I have a proven track record of cultivating and maintaining long-term customer relationships, driving customer adoption, and ensuring customer success. Skilled in understanding customer needs, providing strategic solutions, and delivering exceptional customer experiences. I'm passionate about leveraging technology to help businesses achieve their goals. Excellent communication and interpersonal skills, with a keen eye for detail and a collaborative mindset.

Work History

Salesforce

Senior Customer Success Manager
05.2019 - Current

Job overview

  • Collaborating with enterprise-level customers across EMEA with a combined AOV Value of $45.5M. Understanding their business goals, develop strategic plans, and drive adoption.
  • Conduct regular business reviews to assess customer satisfaction, measure success against agreed-upon metrics, and identify opportunities for up selling and cross selling.
  • Collaborating with Sales to drive revenue growth by expanding customer accounts. x25 new deals won recently, creating $9.3M
  • Building and maintaining strong relationships with key stakeholders, including C-level executives, to ensure customer retention, growth, and renewals. Provide timely and proactive support to customers, troubleshooting customer challenges and addressing concerns to ensure their success and satisfaction. Playing an instrumental role in a 21% reduction of Account Escalations.
  • Develop and maintain a deep understanding of customers' industries, markets, and competitive landscape to provide relevant insights and recommendations for success.
  • Collaborate with internal teams, including sales, product, and support, to advocate for customers' needs and facilitate product enhancements and feature requests.
  • Build and lead on training sessions and workshops to educate customers on product best practices and optimise their usage.
  • Monitor customer health metrics and conducted risk assessments to proactively mitigate churn risks and improve customer retention rates. Driving Support escalations down 40%
  • Organising and sharing training tactics, developing communication templates, and introducing processes to help colleagues become more efficient and productive on day-to-day duties.

EE / BT

Operations Manager, Customer Experience
01.2013 - 04.2019

Job overview

  • Under my leadership, the operation significantly improved results and introduced strong best practice and process foundations. Through my management the revenue secured increased 45% and employee satisfaction survey also increased 90%
  • Working closely with top-level management to develop and implement strategic plans. Analysing trends, customer demands, and internal capabilities to identify opportunities for improvement and growth. Setting operational goals, objectives, and performance metrics to align with the overall business strategy.
  • Designing, implementing, and improving operational processes to achieve efficiency and effectiveness. Reviewing with my team existing processes, identify bottlenecks, and implement changes to optimise workflow and resource utilisation. Monitor process performance and make data-driven decisions to improve productivity, quality, and customer satisfaction.
  • Creating and managing budgets, forecast resource needs, and allocate resources efficiently to meet our business targets.
  • Lead and manage operational teams, providing direction, coaching, and performance feedback to ensure that team members are motivated and productive. Promoting a positive work culture, resolving conflicts, and foster teamwork and collaboration.
  • Drove a culture of continuous improvement by implementing process improvement methodologies. Encouraging innovation, creativity, and problem solving among my teams to identify and implement process enhancements that drive efficiency, productivity, and cost savings.
  • Drove the implementation and management of technology systems, software, and tools to streamline operations and improve productivity. Introducing web-chat for our customers is a strong example.

EE/BT

Leading a Customer Success Management Team
04.2010 - 12.2012

Job overview

  • Generated reports and communicated results to stakeholders, provide customer success insights
  • Utilized customer feedback to inform changes and improvements to customer success plans.
  • Established strong relationships with key customers, resulting in increased customer loyalty.
  • Analyzed customer data to identify trends and develop strategies to improve success metrics.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Created and maintained comprehensive customer success documentation for internal and external use.
  • Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
  • Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.

EE / BT

Senior Customer Success Manager
02.2008 - 03.2010

Job overview

  • Surpassed renewal rates and adoption goals.
  • Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Generated reports and engaged stakeholders to provide insights into customer success.
  • Utilized customer feedback to inform changes and improvements to customer success plans.
  • Established strong relationships with key customers, resulting in increased customer Growth and Loyalty.

Vodafone
London

On-Site Event Logistics Coordinator
01.2001 - 09.2008

Job overview

During my time in this role, I was located within the head offices of our top 25 customers including Morgan Stanley, Barclays, Credit Suisse and Coca Cola. My responsibility was to provide and ensure our clients had the best level of customer service available. Working within a wide range of different high-pressured environments was a great experience at the beginning of my career.

Skills

Customer Relationship Management (CRM)

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Timeline

Senior Customer Success Manager

Salesforce
05.2019 - Current

Operations Manager, Customer Experience

EE / BT
01.2013 - 04.2019

Leading a Customer Success Management Team

EE/BT
04.2010 - 12.2012

Senior Customer Success Manager

EE / BT
02.2008 - 03.2010

On-Site Event Logistics Coordinator

Vodafone
01.2001 - 09.2008

Overview

22
years of professional experience
Paul OughtonSenior Customer Success Manager