Eaton Bank

The University of Sheffield

Customer Success Manager

Manchester, England, United Kingdom

I re-joined Oliver James to take up a brand new role for the business. My role is focused on helping users get the most value out of the CRM as well as managing incoming requests, feedback and leading on product discovery.

Achievements:
Improved comms & release plans improving the adoption and engagement of users
Ran a usability review with all users to improve our usability owning the epic and writing user stories
Implemented some continuous discovery techniques to improve our ability to do generative UX research (somewhere between design thinking, agile & continuous discovery)
Defined and implemented a feedback loop so we can better understand when and where we should respond to requests, usage reports and market changes
Defined how we measure success of features and releases using objectives and key results (looking for outcomes over outputs)
Built Salesforce Dashboards for senior management to self-serve key reporting
Grouped our feature sets into key themes to help us understand where we are working and improving

My role includes:

-  Work with the Super User group to gather customer feedback
-  Perform UX research for Salesforce
-  Prioritise user requests for the CRM team
-  Create User Stories for usability
-  Define & implement continous discovery techniques for the team
-  Review releases and make sure we have objectives and key results for all large changes
-  Owning the adoption reporting for Salesforce
-  Working with the business to ensure release benefits are realised
-  Work with P&P to improve knowledge of Salesforce for current & new staff
-  Work with Directors to help them achieve business goals with Salesforce
-  Deliver all release communications using Marketing Cloud to produce campaigns
-  Own In-App guidance for new features
-  Learning SQL & Python for Data Analysis

Oliver James

I focus on providing recruitment services to businesses who use Salesforce. I believe in offering the best possible levels of service to everyone I work with and always focus on aligning solutions to business goals.

Maxwell Bond

Salesforce Consultant

I rejoined Modis to help with the growth of our Salesforce practice due to the growth in this area. I focus on the permanent market helping both partner firms and end users.

Modis

Senior Consultant

I worked at Modis on a perm desk that focused on the BI market in the Yorkshire and East Midlands area.

Recruitment Consultant

Speaking to customers to service their mortgage accounts/set up new mortgage products. As well as promoting Nationwide products to customers.

I also designed and delivered tailored sales training to my colleagues as well as coaching individuals to improve their performance with great results.

Alec Dewell

Alec Dewell