Zoe Thresher

As a Commercial Account Manager at Brightpearl by Sage, It was my responsbility to support our customer base through their software subscitipion renewals alongside actively working on further oppurtunties to develop their tech stack with additional API connections and commercial revenue streams.

• Provided exemplary level of service to clients, maintaining and improving relationships for future business opportunities.
• Executed complete sales cycle process, from prospecting through to contract negotiations and closing.
• Coordinated with cross-functional teams to deliver comprehensive solutions that met client needs.
• Re-engaged customers from dormant accounts, increasing revenue.
• Consistently met and exceeded department targets.
• Resolved client issues promptly, maintaining high levels of satisfaction and loyalty.
• Led contract negotiations with clients, achieving favourable terms that maximised profit margins.
• Identified up-selling and cross-selling opportunities within client base to increase revenue streams.

As a Client Service Manger at Earthstorm Media, I was the first sales and account management hire for the business. It was my responsibility to implement an effective CRM system, oversea sales process and build on existing relationships as well as highlighting key lead generation verticles.

• Established clear objectives for marketing initiatives, guiding implementation, tracking and optimisation efforts.
• Advised business clients on best mix of products for maximum sales and consumer engagement.
• Employed external sales and promotions teams to maximise campaign reach and revenue.
• Liaised with stakeholders to identify key sales objectives and devise strategies to achieve goals.
• Oversaw the creation of comprehensive client reports, offering insights into service performance and areas for enhancement.
• Addressed and resolved escalated client complaints, restoring confidence in the company's commitment to quality service.
• Developed a proactive approach to client management, anticipating needs and addressing issues before escalation.
• Facilitated quarterly review meetings with clients, discussing service performance and exploring opportunities for growth.
• Conducted regular analysis of customer feedback, identifying key areas for improvement in service provision.
• Developed and maintained strong relationships with key clients, resulting in increased retention rates.
• Streamlined communication channels between clients and service teams, improving efficiency and reducing misunderstandings.
• Coordinated with cross-functional teams to address client concerns, facilitating timely and effective solutions.

As a Customer Success Executive at Xledger UK, I serve as the primary point of contact for a portfolio of clients, ensuring they gain maximum value from our cloud-based ERP solution. My role focuses on building strong, long-term relationships, driving product adoption, and supporting customer success at every stage of their journey. Key Responsibilities:

Key Responsibilities:

• Manage and nurture a portfolio of customers across multiple sectors, including not-for-profit and professional services.
• Lead onboarding and training to ensure smooth transitions and successful product adoption.
• Conduct regular business reviews and success planning sessions to align Xledger with customers’ goals.
• Monitor customer health metrics, proactively identify risks, and take action to drive retention and satisfaction.
• Act as a key liaison between customers and internal teams (Product, Support, and Sales) to ensure a seamless customer experience.
• Support commercial growth by identifying upsell opportunities and championing product enhancements based on client feedback.
• Contribute to internal process improvements and knowledge-sharing initiatives to enhance the overall customer journey.

This role has enabled me to blend technical understanding with relationship management, helping organisations streamline finance operations and achieve strategic success through Xledger’s cloud ERP platform.

• Managed the growth and development of mid-tier client accounts, driving revenue expansion through innovative campaign strategies and ensuring repeat business.
• Consistently delivered quarter-over-quarter growth for key accounts, leveraging tailored solutions to meet client needs and exceed expectations.
• Collaborated with the creative team to successfully rebrand the content catalogue, boosting client engagement and broadening the range of services offered.
• Provided comprehensive monthly reports on gross profit (GP) and client performance trends to senior leadership, outlining actionable strategies for continuous improvement.
• Coordinated and managed high-profile client mixers with 50+ attendees, fostering stronger client relationships and networking opportunities.
• Worked closely with account leads to monitor client progress, offering personalized, innovative solutions to enhance development and long-term partnerships.
• Developed business cases for tech solutions and strategic partnerships, contributing to the expansion of service offerings and enhanced operational efficiency.
• Led the monthly social calendar for internal team events, promoting collaboration, team-building, and a positive work culture.

• Managed relationships with C-suite and Director-level delegates from Fortune 500 companies, facilitating meaningful engagement at a 3-day virtual summit. Encouraging engagement on shared challenges, facilitated thought leadership panels, and arranged strategic meetings with selected solution providers.
• Ensured delegates were fully briefed and prepared, aligning their participation with event objectives and maximizing the value of their attendance.
• Monitored and managed event attendance to maintain high engagement levels across all three days, addressing any issues as they arose.
• Quickly resolved operational and logistical challenges, ensuring the seamless execution of the event.
• Maximized sponsor ROI by overseeing the success of scheduled meetings and fostering productive partnerships throughout the event.

• Coordinated repairs and property management for social housing and council tenants throughout the city, ensuring timely and effective resolution of maintenance issues.
• Collaborated across various service departments to deliver optimal outcomes and swift solutions, enhancing the quality of service provided to the general public.

• Provided expert consultation to franchisees on operational challenges, supplier limitations, and best practices for managing holiday bookings.
• Liaised with major airlines, delivering timely updates on flight changes and ensuring effective communication with relevant stakeholders.
• Coordinated communication of resort and accommodation changes, ensuring all parties were informed and aligned for smooth customer experiences.
• Offered operational support to customer care and cancellation teams, addressing complex inquiries and ensuring seamless service resolution.

Working in a range of hospitality roles to sustain my travels.