Bodyboarding
Sheldon Stace
Client Success Manager
Cape Town
Summary
I am a forward-thinking and dynamic individual with a passion for fostering meaningful connections. My professional journey has led me through diverse sectors, including Recruitment, Property, Sports/Business Summits, Automotive and Construction. I thrive both as an independent contributor and as a collaborative team player.
As a Client Success Manager, I demonstrate a comprehensive skillset and expertise in customer relationship management, account management, problem-solving, and data analysis. In my current role, I oversee client onboarding, build and maintain strong client relationships, and ensure alignment between client objectives and service capabilities. I proactively address client challenges, collect feedback, and utilize data analytics to track client health and drive improvements in the customer experience. Additionally, I deal with crisis management, personalizing interactions, and providing consultancy support.
Overview
9
9
years of professional experience
Work History
Client Success Manager
AES Global
8 2022 - Current
- Onboarding: Help clients get started with the recruitment onboarding forms and inform them of the talent acquisition procedures
- Relationship Building: Cultivate strong, trusting relationships with clients to understand their goals, needs, and challenges
- Account Management: Act as the main point of contact for my portfolio of clients, addressing their inquiries and concerns promptly
- Customer Education: Educate clients about salary benchmarking, successful interview procedures, market insights and overall best practices to maximise the value of using a consultancy
- Goal Alignment: Ensure that client objectives align with the capabilities of our service, and make recommendations for achieving those goals
- Customer Success Planning: Collaborate with clients to develop and execute customer success plans that outline their goals, milestones, and the actions needed to achieve them
- Monitoring and Analysis: Continuously monitor client engagement and performance metrics to identify any potential issues or opportunities for improvement using HubSpot
- Problem-Solving: Proactively address client challenges and provide solutions or escalate issues to relevant teams within my organization
- Feedback Collection: Gather feedback from clients on their experiences, needs, and suggestions for product or service enhancements
- Data Analysis: Utilize data and analytics to track client health, identify trends, and make data-driven decisions to improve the customer experience
- CRM Management: manage the sales pipelines on HubSpot, keeping track of new entries, sales processes, targets, automation sequences, new business development and customer journey
Account Manager
Kamro Ltd.
02.2022 - 07.2022
- Conducting consultations with new clients and formulating vacancy briefs
- Creating adverts according to vacancy briefs and posting these across our advertising networks through the use of Vincere
- Presenting vacancy briefs to the UK resourcing team and providing guidance where necessary
- Providing specs to the outsourced resourcing team to shortlist all possible candidates within the area of the vacancy
- Sending out campaign-started emails to clients once respective vacancies have gone live
- Database resourcing
- Screening applicants generated through advertising platforms
- Connecting with any potential candidates on LinkedIn and advising of the respective vacancies available
- Sending suitable shortlisted candidates to clients and providing market-related insights
- Liaising with the resourcing team on outsourced candidates and calling passive candidates and screening them
- Keeping track of the application process through CRM and making notes on any changes throughout the process
- Tracking feedback from clients and setting up relevant 1st and 2nd stage interviews
- Preparing candidates for interviews and making sure they are happy and confident going into the interview
- Liaising with internal account managers on any potential candidates that may be more suitable for other vacancies
- Drawing up offer letters on clients' behalf
- Closing campaigns that have come to an end and advising candidates accordingly
- Updating tracking sheets daily to assist management in keeping track of KPIs
Recruitment Consultant
Kamro Ltd.
10.2021 - 02.2022
- Passive calling at least 100 candidates a day
- Utilizing CV Library to compile boolean search strings to search for adequate and accurate candidates that fit the criteria of the job description passed down to me by my account managers
- Pitching at least 3 different job specs each day and following up on emails, texts and calls
- Captured new candidates' information on the company's CRM to keep track of candidates' personal information, CVs, activities and tasks, successful 1st and 2nd interviews, offers and placements for each candidate I had made contact with
Account Manager
Digital Alpha Hype
07.2021 - 09.2021
- Calling a minimum target of 260 new clients each day and achieving at least 80 unique dials to be on target with daily KPIs
- Pitching clients on the various Cryptocurrencies available on our trading platforms
- Ensuring the client is happy with what they're investing in and walking them through the platform step by step to ensure their trading accounts are set up correctly
- Utilizing different payment solutions to ensure the trading account is successfully activated and funded
- Handing the client over via a live transfer to their senior account manager to assist them in starting with their trades
Commercial & Industrial Property Broker
ANVIL Property Smith
03.2020 - 11.2020
- Area population
- Obtaining new relationships with landlords
- Maintaining a database of over 1000 buildings which included taking pictures and videos of each unit and editing them into the database
- Advertising respective units for potential lessees and buyers on various social platforms
- Handling of mandates and contracts between landlord and potential leads
- Inbound and outbound calls
- Ordering of correx to maintain good exposure within my property portfolio
- Evaluating the client's desires and economic capabilities to recommend appropriate suggestions
- Provide information regarding the legal guidelines, rates, specifications and property availability
- Collecting FICA documents and all legal requirements in order to proceed with contracts
- Drawing up of contracts for both landlord and lessee/buyer
- Handling NDA agreements with landlords and developers
- Liaising with fellow colleagues in order to keep business within the company and provide the best possible results and solutions
- Generating a competitor analysis report in order to maintain at least 50% of the same stock in all search brackets along all areas in my portfolio.
Commercial Manager
CONQA Group
11.2018 - 01.2020
- Identify areas of the organization that can be expanded and developed
- Hunted for new business opportunities using LinkedIn and Google to attain contact details
- Managed existing relationships with clients
- Generated quotes for potential customers
- Managed contracts and sought out potential sponsorship partners for the annual summits we hosted
- Managed the Global Database on the CRM system (Salesforce), ensuring account details were up to date.
Service Technician
Skyview Motors
03.2018 - 08.2018
- Oversaw the general duties of the workshop in order to meet deadlines and customer satisfaction
- I was hands-on, receiving customers' vehicles, and writing job cards for the repairs required for each customer
- Consulting with various parts suppliers to obtain the best price and then placing the orders
- Consulting with customers, and discussing pricing required to complete the job
- Fitting new parts to vehicles and conducting various technical tests
- Running diagnostics on vehicles and clearing fault codes
- Ensuring complete client satisfaction on handing the vehicle over.
Call Centre Agent
Bytes Technology Group
11.2017 - 02.2018
- Joined the Upgrades/Downgrades and Contract Renewal Department
- Making between 200-300 outbound calls to existing clients a day
- Upgrading/downgrading clients contracts
- Ensuring customer's requests and queries were dealt with in the highest form of professionalism
- Updating client's details and ensuring the database was up to date
- Running fraudulent checks through software to ensure the safety of the client and company
- Testing new software
- Compiling daily reports in Excel
- Ensuring the team had met all required queries within various departments and daily reports were completed
- Reporting to the Team Leader with compiled reports and issues needed to be dealt with i.e
- Software, disputes, fraud, and cancellations of contracts.
Business Partner
ProCold Structures
04.2015 - 08.2017
- Being a business partner for my Grandad's company, I was responsible for running the business as a whole as well as conducting ad hoc duties
- Inbound and outbound calls
- Managing the onsite team ensuring the highest level of quality was maintained
- Ordering all building materials required for each site
- Meeting with Engineers to discuss various requirements needed for the work to be completed
- Overseeing blueprints to ensure the specifications of measurements were precise and accurate
- Paying over salaries.
Cycling Coach
Sutherland High School
01.2015 - 03.2015
- Being a semi-pro cyclist during my High School years, it was a passion of mine to share with younger students the skills that I had achieved
- I started out coaching 16 students which quickly grew to 40
- Planned fun, engaging activities and set up programs in a safe environment
- Assisting riders to improve their riding technique
- Worked on developing advanced riding techniques for the more skilled students
- Supported students during their races at various competitions
- Maintaining records of students' performance and providing programs accordingly.
Education
Matric -
Sutherland High School
Johannesburg, South AfricaSkills
Customer Relationship Managementundefined
Personal Information
- Date of Birth: 07/19/1996
- Nationality: South African
Interests
F1
Hiking
Cycling
Automotive
Timeline
Account Manager
Kamro Ltd.
02.2022 - 07.2022
Recruitment Consultant
Kamro Ltd.
10.2021 - 02.2022
Account Manager
Digital Alpha Hype
07.2021 - 09.2021
Commercial & Industrial Property Broker
ANVIL Property Smith
03.2020 - 11.2020
Commercial Manager
CONQA Group
11.2018 - 01.2020
Service Technician
Skyview Motors
03.2018 - 08.2018
Call Centre Agent
Bytes Technology Group
11.2017 - 02.2018
Business Partner
ProCold Structures
04.2015 - 08.2017
Cycling Coach
Sutherland High School
01.2015 - 03.2015
Client Success Manager
AES Global
8 2022 - Current
Matric -
Sutherland High School
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