Tamara Singh

• Manage a portfolio of 28 enterprise clients with a total value of £4.7M ARR, acting as the primary owner across the DACH region

• Own a 90% renewal target, driving retention through proactive engagement, escalation management, and value realisation strategies

• Delivered £100K expansion through cross-sell, contributing to pipeline targets and identifying growth opportunities across enterprise accounts

• Manage expansion pipeline by consistently generating and qualifying upsell and cross sell opportunities, maintaining target of 20 expansion leads

• Lead Executive Business Reviews and Quarterly Business Reviews to align on performance, value delivery, and long-term strategy

• Partner with C-level stakeholders, building strong relationships and influencing strategic decision-making

• Support product roadmap development by gathering client feedback and translating market needs into actionable insights for product teams

• Manage high-risk and escalated accounts, driving platform adoption and value realisation to reduce churn risk and strengthen client retention

• Conduct regular on-site visits across the DACH region, supporting adoption, strengthening relationships, and contributing to market expansion strategy

• Utilise Salesforce, Gainsight, and Tableau to manage accounts, track performance, and maintain pipeline visibility

• Managed a portfolio of 60 client accounts worth £1.25M ARR, with contract values ranging from £8K to £50K, owning the full client lifecycle from onboarding through to renewal and expansion

• Delivered significant revenue growth, increasing portfolio value from £900K to £1.25M ARR within one quarter through structured account planning and targeted expansion strategies

• Owned an 89% annual renewal target, driving retention through proactive client engagement, stakeholder alignment, and value-led account management

• Led, developed, and coached a team of 2 Senior Customer Success Managers and 6 support specialists, setting performance targets and fostering a high-performance, accountable team culture

• Delegated responsibilities efficiently amongst team members

• Drove a £75K quarterly upsell and cross-sell target (team of 3 CSMs) by identifying growth opportunities and aligning solutions to client needs

• Improved onboarding efficiency by reducing implementation time from 3 months to 4 weeks through process automation and standardisation, accelerating time-to-value

• Successfully retained £150K at-risk ARR by delivering targeted client workshops focused on product adoption and ROI realisation

• Built and utilised HubSpot, Salesforce, and Power BI dashboards to track performance, forecast renewals, and proactively identify churn risks

• Partnered with C-level stakeholders (CEOs, Principals, Directors) to drive strategic account growth and strengthen long-term client relationships

• Led a team of 15 customer service agents in a high-volume call centre environment, managing daily operations and performance against targets such as productivity with a target of 60 calls per day, ensuring consistent delivery and operational efficiency

• Improved customer satisfaction by implementing structured performance management and coaching through regular 1:1s and KPI tracking

• Handled approximately 20 escalation cases per day, successfully de-escalating 95% of customer issues and maintaining high service standards

• Reduced escalation handling time during COVID-19, improving response efficiency under increased volume and pressure

• Recruited and onboarded 5 new team members, supporting team growth and maintaining service levels during peak demand

• Strengthened team performance and engagement by introducing consistent coaching, feedback loops, and clear KPI ownership

• Acted as Operations Manager during maternity cover, overseeing day-to-day operations and ensuring continuity of service

• Successfully led the team through COVID-19 high-volume periods, maintaining performance, morale, and service quality in a remote working environment

• Led a team of 6 Account Managers across the UK and Nordics, driving account performance, service delivery, and customer retention

• Owned a 85% renewal target, ensuring consistent retention through strong client relationship management and service quality

• Managed customer success and account strategy across UK and Denmark markets, with regular on-site visits to strengthen client relationships and team performance

• Delivered workshops and coaching sessions to improve account management capability, service standards, and client engagement

• Strengthened team performance through structured KPI tracking, coaching, and performance management, driving improvements in service delivery

• Built and maintained strong B2B client relationships, contributing to long-term retention and customer satisfaction

• Collaborated cross-functionally with internal stakeholders to align service delivery with business objectives and improve operational processes

• Supported recruitment, onboarding, and development of Account Managers, building a stable and high-performing team

• Website translating & content editing
• Promptly respond to customer inquiries and handle complaints via email & live chat
• Handling 60 - 80 inbound customer calls
• Process orders and maintain customer interactions - target of 50 orders per day
• B2B and B2C technical support