Open to opportunities

Imogen Wilkinson

@imogenwilkinson

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Customer Success Manager and BI analyst, turning data into renewals, adoption, and growth.

United Kingdom

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What I'm looking for

I’m looking for a role where I can own customer outcomes, use Power BI/SQL insights to drive adoption and renewals, and collaborate with commercial teams. I thrive in fast-moving, high-pressure environments with clear goals and measurable impact.

I’m a Customer Success professional with 9+ years’ experience owning client relationships, driving adoption, and improving performance for enterprise accounts. I’m known for clear, outcome-led customer conversations, spotting risks early, and turning insights into confident recommendations.

I combine commercial awareness from sales roles with a data-driven mindset to improve forecasting and customer insight. I translate usage data into practical actions, running structured discussions that align stakeholders, reduce friction, and protect long-term value.

In my current role (JAN 2025 – PRESENT), I focus on proactive client support, client retention & renewals, and expansion opportunities. Earlier experience also strengthened my ability to lead, coordinate cross-functional teams, and deliver measurable performance—while keeping service delivery seamless across stakeholders.

Alongside customer-facing leadership, I’ve built strong analytics capability through BI Analyst training and certifications. I enhanced organisational insight by designing interactive Power BI dashboards, automating reporting, and using SQL/Power BI/Tableau/Python to improve decision-making and data reliability.

Experience

Work history, roles, and key accomplishments

Data Analytics Programme Manager

Activate Apprenticeships

Sep 2023 - Dec 2024 (1 year 3 months)

Reduced operational inefficiencies by 40% through root-cause analysis and improved decision-making, and increased learner retention by over 90% by identifying risk indicators early. Managed a programme for a £45B multinational automotive client and delivered predictive analysis, KPI setting, renewal-aligned forecasting, and stakeholder dashboards using DAX.

Power BI DAX Tableau SQL Predictive Analytics KPI’S Stakeholder Management Root Cause Analysis Programme Delivery

Client Facilitator

Activate Apprenticeships

Apr 2023 - Sep 2023 (5 months)

Facilitated the ProLead apprenticeships programme by coordinating the internal team and managing learners to optimise delivery. Served as primary contact for a major international automotive client, proactively resolving issues and improving programme performance through process optimisation.

Facilitation Learner Support Stakeholder Management Process Optimisation Cross functional Coordination Service Delivery Coaching Communication

Supporter Care Assistant

Oxford Hospitals Charity

Dec 2022 - Feb 2023 (2 months)

Provided supporter care at Oxford Hospitals Charity and delivered consistent, proactive service in a fast-moving environment. Maintained reliability and adaptability while supporting charity initiatives.

Customer Support Proactive Support Reliability Team Collaboration Proactive Adaptability

Director

Turing Babbage Ltd.

Mar 2015 - Feb 2019 (3 years 11 months)

Owned the full client acquisition cycle from first contact to close while maintaining accurate records and delivering seamless onboarding. Drove revenue growth through proactive account management by identifying upsell and cross-sell opportunities and strengthening long-term retention through tailored recommendations.

Client Acquisition Account Management Upselling Cross selling Relationship Management Reporting Data Analysis Data Cleaning Data Visualization

Inside Sales Executive

Institute of Sales and Marketing Management (ISMM)

Oct 2014 - Feb 2015 (4 months)

Drove new and renewal revenue through outbound prospecting, structured sales calls, and tailored solution presentations. Improved pipeline accuracy and sales effectiveness by building a prospect database and lead-scoring system and consistently hit KPIs.

Outbound Prospecting Sales Calls Pipeline Management Lead Scoring KPIs Database Building Cross Selling

Data Administration Assistant

TCMS Ltd.

Jul 2014 - Sep 2014 (2 months)

Supported data administration activities at TCMS Ltd., helping maintain accurate datasets to support operational reporting needs. Assisted with data-related tasks to improve data reliability and usability.

Data Administration Reporting Data Cleaning Documentation Spreadsheet Management

Customer Sales Assistant

The Travel Gateway

Dec 2012 - Jun 2014 (1 year 6 months)

Exceeded revenue targets at The Travel Gateway by delivering consultative, tailored client solutions and generating £20,000+ monthly revenue and a record €10,500 sale. Improved cross-functional collaboration by acting as a liaison, enabling faster issue resolution and a more seamless client experience.

Consultative Selling Revenue Growth Cross Functional Collaboration Negotiation

Education

Degrees, certifications, and relevant coursework

Inspiro Learning

BI Analyst, Business Intelligence (BI) / Data Analytics

2024 -

Data analytics/BI training including DataCamp Data Analyst certification in Excel, building interactive Power BI dashboards and improving decision-making using Power BI, Tableau, SQL, and Python.

Abingdon College

A Levels, A Levels (Accounting, Maths, English)

2009 - 2010

Completed A Levels with a focus on Accounting, Maths, and English, alongside a client-facing analytics role that improved reporting accuracy and stakeholder engagement.