Rob A.

• Implementing a scalable Zendesk support infrastructure, improving analytics and integrating AI automation using AI agents to improve client satisfaction. • Improving Client Knowledge & Enablement Academy, creating technical documentation and learning resources to drive product adoption. • Rolling out an interactive learning platform for guided, data-focused onboarding and training. • Collaborating with Product, Engineering, and Data teams to ensure clear, proactive communication of product updates. • Analysing NPS, usage data, and engagement metrics to mitigate churn and strengthen client advocacy. • Scaling the Client Success organisation, integrating automation and analytics for improved efficiency. • Associated Technologies: Salesforce, Snowflake, DataDog, Jira, Planhat, Zendesk, ReadMe, Google Workspace to streamline workflows and reporting.

• Collaborated with Client Success Managers & C-level execs in the GTM to ensure client retention, drive adoption, expand use cases and achieve all quarterly KPI’s. • Contributed to a 115% retention rate by providing bespoke demos and support to high profile clients, enhancing their overall experience and satisfaction. • Awarded the Xceptor Award for playing a pivotal role in closing a large deal with a tier one bank, showcasing exceptional client engagement and technical expertise. • Pioneered departmental upgrade process restructure as well as constructing a support model and target operating model with our development team, enhancing client satisfaction company wide. • Assisting with CS Operations led initiatives utilising GainSight to gain insight into key and strategic accounts.

• Providing exceptional customer service to high-profile financial institutions such as JP Morgan, Morgan Stanley, Citi Bank, HSBC, BNYM, Wells Fargo, ICBC and many more for data manipulation, management and processing. • Addressing technical challenges and fostered strong client relationships to boost the adoption of our AI solutions. Leveraging generative AI and Azure Document Intelligence to ingest documents, enhancing Straight-Through Processing (STP) rates and streamlining client processes. • Increasing client CSAT and NPS scores across multiple accounts through relationship management and platform adoption. • Key responsibilities: Delivering upgrade and release packages post-QA approval and resolving various technical and business use cases. Providing pre-sales assistance, onboarding new clients. Alongside supporting clients with software usage for reconciliations, trade confirmations, accounting/tax, and general AI/OCR processing whilst ensuring a smooth client experience and nurturing long-term relationships.

• Producing B2B sales by discovering new potential business clients and connecting them to our network (Outbound Sales). • Maintaining client relationships for reoccurring revenue. • Utilising the CRM tool Salesforce to track and maintain sales activity.

• Received 2-month training on professional skills and programming. • Trained in Python, UNIX, SQL, HTML & CSS, C# and ISTQB.

• Identified customer needs and selected vehicles based on their unique requirements • Exceeded annual sales target of £100,000 in two consecutive years

• Supervised GCSE students and gave insight into university life. • Helped students plan projects and study in different scientific topics.

• Developed sales experience with customers of all types and backgrounds. • Gained experience in developing teamwork and communication skills. • Ensured sales targets being met and exceeded.

• Researched, cultured and experimented on cardiomyocytes (heart stem cells) and different factors involved in heart disease and curing it. • Published a professional scientific report that received a Nuffield award.

• Shadowed the assigned GP and nurse on how to administer medication, vaccinations and how they assess patients. • Administered repeat prescriptions for patients as well as communicating with patients who are unable to speak English.