Robert Dunkiert

Sheffield,South Yorkshire

Summary

Accomplished B2B Account Manager with over five years in software sales renewals and retention. Specialises in managing commercial relationships and overseeing renewal cycles while addressing licensing and procurement inquiries. Demonstrated success in building client trust, protecting revenue, and identifying expansion opportunities.

Overview

years of professional experience

Work History

Customer Success Manager / Account Manager

AG Grid

07.2019 - 05.2026

Managed portfolio of B2B software customers, driving renewal conversations and implementing retention activities.
Conducted follow-up via email and phone for renewal-to-growth opportunities.
Identified upsell opportunities by assessing developer seat requirements and application usage.
Supported account expansion opportunities across AG Grid products.
Resolved customer objections and escalations, aligning customer needs with commercial policies.
Coordinated communication with customers on licensing and procurement queries to enhance customer satisfaction.
Maintained accurate CRM records to support effective pipeline management.

Client Services Coordinator

BHSF Ltd

04.2018 - 01.2019

Managed client relationships and resolved complaints, ensuring adherence to SLA quality and GDPR standards.
Coordinated communication between clients, doctors, and internal teams to streamline referrals, appointments, and service queries.
Maintained internal database accuracy and contributed to process-improvement initiatives.

Customer Care Advisor / Dispatch Operative

Nutriseed

04.2017 - 01.2018

Delivered high-volume customer support via phone and email, resolving billing, order, complaint and service queries to enhance customer satisfaction.
Managed customer service inquiries via phone, email, and live chat, providing timely and accurate responses to questions and concerns.
Resolved customer complaints with empathy and professionalism, leading to increased satisfaction and loyalty.
Used excellent and efficient problem-solving skills to address and resolve complex customer issues.
Maintained accurate sales, stock and customer records while achieving targets and facilitating effective staff coordination across operational teams.

Education

Bachelor of Arts - Creative Music Technology

University of Hull

01-2011

Skills

Customer success
B2B account management
Account growth
Customer retention
Upsell
Cross-sell
Pipeline management
CRM management
Contract administration
Subscription administration

SaaS licensing
Software licensing
GDPR awareness
Stakeholder engagement
Client communication
Retention strategies
Relationship management

Interests

Fundraising
Fitness Events
Outdoors
Cooking

Timeline