Stephen Smith

As a Voice of Customer expert and Customer Success Manager at a leading AI and machine learning company, I empower enterprise clients to design and implement impactful customer experience programs. I partner with a diverse portfolio of customers and CX professionals, guiding them through every stage of the customer lifecycle, from onboarding and adoption to retention and expansion. This includes identifying and pursuing upsell and cross-sell opportunities, and sharing customer feedback and insights with product, sales, support, and marketing teams to fuel product development and innovation.

My experience includes leading pilot and proof-of-concept projects to showcase the value and ROI of our solutions. I'm proficient with a range of CX tools and platforms, including NPS, CSAT, CES, text analytics, sentiment analysis, and journey mapping. I bring strong analytical, communication, and problem-solving skills to the role, along with a genuine passion for customer satisfaction and loyalty.

I take a systematic and methodical approach while remaining agile and responsive to evolving customer needs and market trends. I'm passionate about optimizing processes and workflows to improve our CSM team's efficiency and effectiveness, and I'm committed to continuously learning new CX skills and best practices.

• Led customer onboarding initiatives, enhancing user adoption and satisfaction.
• Analyzed customer feedback, identifying trends to inform product improvement strategies.
• Collaborated with cross-functional teams to resolve client issues, ensuring timely solutions.
• Spearheaded quarterly business reviews, aligning client goals with product offerings for increased retention.

• Managed daily operations to ensure smooth functioning of the support department.
• Monitored employee and customer interactions to assess quality of service.
• Promoted a culture of continuous learning within the team by organizing workshops and sharing relevant resources regularly.
• Developed and maintained relationships with customers to enhance customer satisfaction.
• Mentored junior staff members, providing guidance and coaching to enhance their skillsets and career progression potential.

After having trouble finding a job when I moved to Helsinki, I decided to start a mobile Artisan coffee start-up, taking quality coffee to events & festivals! This meant I had to have a start-up attitude, proactively & reactively adapting to change. Sourcing products. Marketing creation such as using a GPS trackable app, QR codes, discount & loyalty programs. A lot of networking! Ultimately, although the business did not succeed, this was an education in itself and helped me in being resourceful, proactive and gaining a deep understanding of SWOT analyses.

Wholesale Account Manager for 500+ UK retailers (High Street & Online).
Sales, order and fulfillment management, logistics coordination.
When I joined Crocs, the company was in a state of flux and moved account management to the Netherlands. I successfully engaged with previously unhappy customers, created orders and followed up where necessary, and helped increase sales for the UK, working closely with 5 field sales staff, providing information, analysis, leads and above all, first class support for customers and sales staff, which reassured existing and gained new customers.

My main tools were Salesforce & SAP.

Onboarding well-known high street clients and agreeing on marketing activities
Hiring staff and creating mini-marketing teams to sell/advertise products at events
Travel coordination for team members
Reporting on events for clients

Handling escalations
Training
Billing compliance
Recouping millions of pounds in incorrect wholesale engineering charges.
B2B relationship management
Expert analysis of end to end telecoms network in order to challenge engineering decision
KPI creation
Stakeholder presentations