James Haughtey

Managed lifecycle for 140+ school accounts, improving onboarding and training to drive adoption and renewal while liaising cross-functionally to resolve issues and exceed maths targets.

Led a team of 6 technical support specialists to improve customer relationships for warehouse and transport management software and implemented training and customer-focused strategies to raise satisfaction.

Served as primary contact for up to 9 enterprise accounts, achieved 100% renewal in 12 months, managed escalations, monitored SLAs and delivered QBRs with an average CSAT of 86%.

Managed 15 medium-to-enterprise accounts (€550k book), owned full lifecycle from onboarding to renewal, produced ROI reports and improved account health with an average NPS of 87%.

Primary contact for up to 21 accounts worth $1.2M ARR, exceeded an 80% renewal target and communicated ROI while maintaining strong CSAT scores.

Managed relationships for 140+ B2B SME accounts, drove software adoption to reduce churn and retained over 90% of book of business during COVID-19 while providing coaching and training.

Completed CTLLS Level 4 qualification in teaching, learning and assessment (Edexcel).

Completed PTLLS Level 3 qualification in preparing to teach in the lifelong learning sector (City & Guilds).

Achieved CIEH Level 3 qualifications in Health and Safety in the Workplace and Food Hygiene in Catering.

Grade: 8 A-C

Completed 11 GCSEs with 8 grades at A–C.