Adam Blackwell

Customer Success Manager @Iliad Solutions Ltd

Leeds, GB

As a Customer Success Manager at Iliad, I focus on fostering long-term client relationships, driving customer loyalty, and ensuring high retention by helping clients maximize their return on investment. My role involves:• Customer Relationship Management: Serve as the main point of contact post-sales, organizing regular meetings and account reviews to enhance satisfaction and loyalty.• Project Management: Oversee the planning and execution of small to medium-scale implementations, ensuring contract deliverables and SLAs are met.• Revenue Protection & Expansion: Identify growth and retention opportunities, collaborating with internal teams for seamless customer experiences.• Escalation & Support Management: Handle Level 2 support escalations, working with support, product, and technical teams to resolve issues and communicate updates.• Product Knowledge Sharing: Communicate new features and benefits to clients, driving product adoption and utilization.• Customer Advocacy & Feedback: Represent customer needs in internal meetings, contributing to product development and improvement.• Operational Excellence: Maintain CRM documentation, ensure timely invoicing, and support internal knowledge sharing to enhance team efficiency.