Mark Revell's Email Addresses & Phone Numbers

📖 Summary

The presence of a dedicated client success team has become increasingly recognised as vital within the SaaS industry in recent years, with maximising client satisfaction and subsequently ensuring retention the name of the game. Following a period of exponential growth and a rapidly increasing client portfolio during 2014 the opportunity for e-days to expand into this area became evident. Due to an in-depth product knowledge and client facing experience compiled over the course of more than five years heading up the support department, I was tasked with critically assessing the requirements of a client success team from an e-days perspective, with the aim of creating and implementing a framework in which the team - including myself, of course - would operate moving forward. My role as a client success manager at e-days is to pro-actively monitor the client life-cycle on an on-going basis, from initial on-boarding right through to renewal and beyond. To engage with our portfolio of clients and ensure open lines of communication, with a focus on expanding the resources and knowledge-base across the collective, driving an efficient and effective use of e-days and an overall satisfaction for all. Ultimately when a company adopts e-days it's with the aim of engendering efficiency within the business and my job is to ensure that that happens to the maximum, and not only that, but that e-days is offering the greatest ROI to your business that it possibly can.Client Success Manager @ e-days has consistently led the market for online absence management, but 2014 saw an exponential growth that was unprecedented. As a direct result I was invited by the e-days board of directors to utilise my combination of product knowledge and client facing experience in pioneering a new Client Success department within the company. This role has enabled me to critically assess all aspects of the client relations processes and to implement amendments and improvements where necessary, with the primary aims of; - Ensuring a smooth and efficient on-boarding process. - Efficiently and effectively maximising proactive communication. - Empowering clients with all knowledge and tools needed to maximise their e-days experience. - Pro-actively monitoring the client portfolio and identifying any potential threats regarding churn. - Identifying opportunities for business growth. From May 2015 to Present (8 months) Nottingham, United KingdomSupport Technician @ Overseeing new client set-up, training and support for the UK's leading Absence Management solution. Duties: - Provide first and second line support via telephone and email. - Manage new client set-ups from sale through to launch. - Organise, publicise and host client training sessions and webinars. - Update and maintain MySQL database structure. - On-going critical analysis of overall support processes. - Overseeing new staff on-boarding for the department. - Produce SEO analysis reports. - Produce mail-shots and blog posts. From May 2010 to Present (5 years 8 months) Nottingham, United KingdomSupport Technician @ Providing specialist advice and technical assistance via a remote helpdesk environment. Duties: • Provide first and second line software support via telephone, email and VPN • Log and prioritise support requests in line with agreed SLA’s • Update and maintain SQL Server/Delphi based software package • Produce and maintain testing guidelines and training documentation • Produce detailed development specifications From February 2007 to February 2009 (2 years 1 month) Customer Advisor @ Providing excellent customer service, as well as identifying leads and potential revenue development opportunities. From March 2006 to February 2007 (1 year) UNPAID WORK EXPERIENCE @ Practical experience and training in web design and hosting techniques as well as hardware construction and server maintenance. From June 2006 to November 2006 (6 months) Leicester, United KingdomHigher National Diploma, Business Information Technology, B @ De Montfort University From 2004 to 2006 National Diploma, Business Studies @ De Montfort University From 2003 to 2004 A-Level, Law, Business Studies, History, Sociology @ The Rutland College From 2000 to 2002 GCSE @ Vale of Catmose College From 1995 to 2000 Mark Revell is skilled in: Help Desk Support, Software Quality Assurance, User Experience, CMS, CRM, Microsoft SQL Server, MySQL, Navicat, Microsoft Excel, Google Analytics, Service Level Agreements, Time Management, Leadership, SEO, PPC