Work Experience

EIS Group Sep 2022 - Current

Managing Account Director | Customer Success Director

  • Drove multimillion-euro profits by producing and standardizing support & performance improvement offers, securing high-margin contracts for EIS
  • Cultivated key relationships with global insurance leaders, including AIG, BNP, Ageas, esure, Allstate, and Nationwide, resulting in significant Net Revenue Retention (NRR) and improved Annual Recurring Revenue (ARR).
  • Managed the full lead-to-revenue lifecycle including opportunity qualification, proposal development, client presentations, commercial negotiations, contracting, and executive stakeholder engagement.
  • Delivered ABRs, QBRs, and Monthly Governance Reporting, implementing improved reporting standards for EIS customers globally.
  • Formulated and ensured DORA compliance, including successful disaster recovery and penetration testing processes for operational resilience.
  • Championed strategic account management for enterprise clients, achieving over 20% revenue growth through long-term partnerships.
  • Enhanced account value via upselling, cross-selling, and renewal strategies, significantly increasing ARR.
  • Served as an executive sponsor and trusted advisor to C-level stakeholders, aligning technology solutions with strategic business objectives.
  • Orchestrated cross-functional collaboration among sales, engineering, legal, and support teams to execute complex customer initiatives, reducing time to market.
  • Managed critical escalations and major incidents, ensuring swift resolution and minimizing business impact, leading to reduced downtime and costs.
  • Revamped operational processes to elevate efficiency and enhance customer experience, contributing to overall satisfaction.

DellEMC  Jan 2011 - Sep 2022

Sr Technical Account Manager | Remote Installation Engineer

  • Spearheaded award-winning projects, achieving industry recognition for excellence in project delivery and innovation.
  • Developed and standardized reporting templates for global delivery teams, enhancing team performance by approximately 20%.
  • Expanded customer portfolios, consistently surpassing targets and driving Annual Recurring Revenue (ARR) growth while ensuring high customer satisfaction and retention rates.
  • Created and delivered training materials and workshops for global teams, fostering skill development and knowledge sharing.
  • Managed a portfolio of over 20 enterprise customers, providing proactive technical and strategic guidance to optimize their investments.
  • Produced comprehensive monthly technical and business reports, aligning infrastructure performance with industry best practices.Cultivated strong long-term relationships through personalized service and proactive communication.
  • Cultivated strong, long-term relationships through personalized service and proactive communication, leading to increased renewals and ARR.
  • Accelerated contract renewals and enhanced customer satisfaction through value-driven engagement strategies.
  • Trained and mentored over 150 Technical Account Managers globally in technology, communication, and soft skills, improving team effectiveness.Designed and conducted workshops for global and EMEA teams.
  • Developed global strategies and procedures to enhance productivity and performance across teams.
  • Collaborated cross-functionally with customers, sales, engineering, and support teams to deliver complex solutions effectively.
  • Executed remote installations of SAN, networking, and server infrastructure.
  • Assessed existing environments and implemented enhancements to improve performance and reliability.