Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Tina Staples

Summary

Highly skilled professional with extensive experience in customer success and client retention within leading derivatives and stock exchanges. Demonstrated expertise in supporting tier 1 clients with trading and regulatory reporting requirements.

Proficient in implementing voice-of-the-customer programmes, developing actionable playbooks, and delivering impactful quarterly business reviews. Experienced in trend analysis, problem resolution, and identifying strategic upselling opportunities. Adept at cultivating strong business relationships and effectively managing client feedback through surveys and in-depth discussions.

Technically proficient in leveraging platforms such as Zendesk, Salesforce, JIRA, Trello, Monday.com, and HubSpot to optimise client satisfaction and drive renewal rates.

Career aspiration: to apply proven expertise in fostering long-term client partnerships, driving customer success, and contributing meaningfully to organisational growth.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Senior Technical Account Manager

LSEG Post Trade Regulatory Reporting
City of London
07.2023 - Current
  • Based in the London office, working as part of the Post Trade Regulatory Reporting team I am responsible for a portfolio of Tier 1 clients who use the UnaVista software suite for their MiFIR, EMIR, UK EMIR & G20 reporting requirements, average client ARR amounts to approximately £600,000.
  • Re-engaged with clients using a strategic call programme targeting senior managers/heads of reporting.
  • Produce account plans focusing on clients goals and outcomes, which are agreed with the client.
  • Conduct quarterly business reviews.
  • Produce health scorecards, monthly product roadmaps and automated service reports to address the increase in clients needing a vendor management approach.
  • Identify upselling opportunities to increase client loyalty
  • Collaborate with internal teams such as Product, Sales, Support, and Compliance to ensure a holistic approach to the client account.

Client Success Manager

Eventus
City of London
09.2022 - 05.2023
  • Based remotely in the UK, I was responsible for clients from the point of implementation, through onboarding & into BAU. The clients consisted of trading firms & crypto exchanges in the EMEA region, predominately UK & Middle East who use the Validus market abuse software. The position operates within an Agile Scrum framework. The Contracted ARR amounts to $3,000,000 which breaks down to between $162,000 to $552,000 per client.
  • Onboarded 9 new clients, discussed their needs to provide tailored advice on suitable services to meet their market surveillance and algo monitoring requirements.
  • Trained 9 new clients on host software Validus as well as provided ongoing training to existing clients.
  • Effectively managed client support tickets using Zendesk and hosted regular calls to address complex support tickets.
  • Drafted client training documentation & videos working closely with technical teams.
  • Supported Account Management team during renewals.

Customer Success Manager

FintechOS
London
01.2022 - 09.2022
  • Based in the London office, I was responsible for a portfolio of customers using the Lighthouse & North Star digital customer journeys for their banking & insurance businesses. The Contracted ARR amounts to £1,000,000 which breaks down to an average of £250,000 per client
  • Reduced the number of open support tickets by working with the Support Team, asking the client to prioritise tickets so we tackled the most impactful ones first, kept a tracker showing progress being made, attended operational meetings as required and ensured the Support Team had the feedback they needed from the client in order to investigate the issue or deliver the fix as required.
  • Worked with clients to identify compatible partner services to provide functionality for their client bases, such as login authentication which is not dependant on using a mobile phone.
  • Provided client with monthly and ad-hoc reporting, answered questions on statistics generated and resolved any geographical issues such as permissions needed with the vendor.
  • Collated business requirements for additional work to be costed by the Professional Services team. Prioritised work with the client and shared pricing before having the cost signed off.

Senior Client Engagement Manager

London Stock Exchange – UnaVista
City of London
11.2020 - 12.2021
  • Based in the London office, working as part of the Post Trade team I am response for a portfolio of Platinum clients who use the UnaVista software suite for their MiFIR, EMIR/UKMIR & SFTR reporting requirements. The average client ARR is approximately £500,000
  • Established the "Voice of the Client" call programme to be used by the entire team, consisting of weekly/bi-weekly support calls with the collaboration of the Support Team to reduce outstanding tickets, monthly operational calls and Quarterly Strategic Business Reviews.
  • Created the health scorecard which was used to report to the C-suite, easily identifying client's needing attention based on 7 KPIs.
  • Used the Unavista platform for KPI and KRI analysis, identifying change in client software usage which drove conversations.
  • Presented technology roadmaps detailing changes to the regulatory landscape, unsured all clients were ready for the changes and participated in UAT testing ahead of go-live.
  • Improved customer journeys by drafting playbooks, working with cross-functional teams to ensure adoption.
  • Responded to negative CSAT scores through client outreach, closed procedure gaps and retrained support analysis as required.

Customer Success Manager

Allvue Systems
City of London
10.2019 - 11.2020
  • Based in the London office, I am responsible for a portfolio of Credit & Equity enterprise clients using the Black Mountain Systems & Alta Return software The Contracted ARR amounts to $6,000,000 plus a projected spend of $500,000 through Professional Services.
  • Developed strategic account plans, identified upselling opportunities, and ensured smooth client transitions post onboarding.
  • Hosted quarterly business reviews focusing on client spend
  • Worked with Professional Services on additional work, facilitating client sign off on spend.
  • Supported the helpdesk with contractual & licencing requirements
  • Measured customer satisfaction and proposed solutions to bridge improvement gaps using CSAT, CES and NPS mechanisms.
  • Represented the company at client facing events in both the UK and America

Global Account Manager

CME Group
City of London
04.2013 - 10.2019
  • Responsible for a portfolio of 150+ derivatives customers consisting of large international investment banks, prop desks, & hedge funds who connect to the Globex matching engine using one of the connectivity options available across the full complement of CME products & partner exchanges The customers are located within the UK as well as France, Spain, Ireland, the Czech Republic and Scandinavia for which I held regional responsibility
  • Acted as the single point of contact for all electronic trading needs, onboarded new customers, and supported API development
  • Conducted face-to-face meetings and presented technical roadmaps, ensuring client readiness for any technical changes.
  • Developed strategic account plans at both client and regional level
  • Trained clients in risk management tools
  • Hosted client meetings to brainstorm concepts for new products and services.
  • Represented company at regional client facing events in London, Stockholm and Paris.

Education

Bachelor of Science - Criminology & Psychological Studies

The Open University
Milton Keynes
09.2017

Skills

  • Voice of the customer programmes
  • Customer Health Scorecard
  • Developing Playbooks
  • Client Renewals & Retention
  • Trend Analysis
  • Quarterly Business Reviews
  • Building successful business relationships
  • Problem management
  • Identifying upselling opportunities
  • Client feedback through surveys and client discussions
  • Win Loss Feedback
  • Knowledge of Zendesk, Salesforce JIRA, Trello, Monday & HubSpot

Certification

  • Certified Customer Success Manager (CCSM) Level 1 - Successhacker, May 2020
  • The SQL Bootcamp: Go From Zero to Hero - Udemy, May 2023
  • Agile Fundamentals: Including Scrum & Kanban - Udemy, May 2023
  • The 2023 Software Testing Bootcamp - Udemy, May 2023
  • MiFIR Reporting Foundation Course (CPD certified, CISI endorsed) - December 2024
  • EMIR Refit (CPD certified, CISI endorsed) - February 2024
  • EMIR Foundation Course (CPD certified, CISI endorsed) - December 2020
  • MiFIR Reporting Foundation Course (CPD certified, CISI endorsed) - December 2020
  • Market Abuse Regulations Fundamentals Course (CPD certified, CISI endorsed) - December 2020
  • SFTR Reporting Foundation Course (CPD certified, CISI endorsed) - December 2020
  • Lean Six Sigma Green Belt - CME Group, February 2018

Timeline

Senior Technical Account Manager

LSEG Post Trade Regulatory Reporting
07.2023 - Current

Client Success Manager

Eventus
09.2022 - 05.2023

Customer Success Manager

FintechOS
01.2022 - 09.2022

Senior Client Engagement Manager

London Stock Exchange – UnaVista
11.2020 - 12.2021

Customer Success Manager

Allvue Systems
10.2019 - 11.2020

Global Account Manager

CME Group
04.2013 - 10.2019

Bachelor of Science - Criminology & Psychological Studies

The Open University

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Tina Staples