Fay Halkiadaki

▹ Owned strategic enterprise insurance accounts with full accountability for retention and renewal positioning, successfully enhancing stakeholder engagement across key executive levels in the organisation. ▹ Established and scaled the Customer Success operating model to drive adoption and expansion readiness, resulting in improved long-term revenue protection for the company’s major clients. ▹ Strengthened onboarding processes and proactive lifecycle management strategies that significantly reduced risk while improving product consumption across critical accounts in the portfolio. ▹ Implemented customer health scoring alongside structured risk frameworks that enabled early identification of churn exposure, effectively safeguarding annual recurring revenue (ARR). ▹ Introduced centralised usage analytics and insight reporting capabilities that facilitated data-driven executive conversations, allowing for measurable value articulation during client engagements.

▹ Owned a £13M+ ARR portfolio across 10 strategic enterprise accounts with accountability for renewal forecasting, expansion strategy and executive alignment. ▹ Partnered with leading brands including John Lewis Partnership, The Very Group, Burberry, Specsavers, Frasers, Pret A Manger and EE. ▹ Led executive business reviews aligning platform investment to revenue growth, margin optimisation and digital transformation priorities. ▹ Orchestrated cross-functional teams (Sales, Product, Engineering) to support complex migration programmes and protect long-term account value. ▹ Built multi-threaded relationships across C-suite, commercial and technical stakeholders to strengthen renewal positioning and expansion readiness. ▹ Facilitated executive peer forums and supported customers presenting transformation journeys at global industry conferences.

▹ First UK-based Customer Success hire, instrumental in establishing and scaling the regional CS function and operating model. ▹ Led the delivery of 50+ complex enterprise e-commerce initiatives from onboarding through post-go-live adoption and long-term value realisation. ▹ Partnered closely with commercial and product teams to align customer objectives with platform capabilities and identify structured growth opportunities. ▹ Built trusted relationships across digital, technology and commercial leadership teams to strengthen adoption and renewal readiness.

▹ Contributed as an industry member supporting the MACH Alliance mission around microservices-based, API-first, cloud-native and headless SaaS ▹ Drove engagement by organising and coordinating meet-up events, leveraging my client network to secure attendance and participation

▹ Owned and expanded a $4M ARR portfolio of complex, multi-brand enterprise accounts across EMEA, including major banking and telecom organisations. ▹ Drove sustained product adoption and long-term partnerships through executive and technical stakeholder alignment. ▹ Delivered a 94% global renewal rate, exceeding FY18 targets by 115%, while partnering with Sales on structured upsell and cross-sell motions. ▹ Acted as Voice of Customer, translating enterprise requirements into roadmap influence and product prioritisation.

▹ Led new business growth across emerging EMEA markets, partnering with regional leadership to identify and close strategic enterprise opportunities. ▹ Exceeded business development targets by 148% through disciplined pipeline generation and targeted account penetration across Eastern Europe, the Middle East and Africa.