Leanne Smith
Cloud Customer Success Manager @Rapid7
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WORK HISTORY
Cloud Customer Success Manager @Rapid7
Belfast, GB
Cloud Customer Success Manager at Rapid7, driving enterprise outcomes for InsightCloudSecTrusted advisor to senior stakeholders, aligning cloud security initiatives with business objectives and long-term strategyLed a cross-functional escalation optimisation initiative, increasing escalated ticket closure rates by 30% within six monthsDesigned and delivered onboarding frameworks, self-service resources, and cloud security best-practice guidance to improve adoption and customer satisfactionLeverage customer insights and data analysis to influence product improvements and roadmap decisionsAuthored a comprehensive Customer Success playbook, standardising engagement practices and contributing to reduced churnRecognised mentor and knowledge leader, supporting onboarding and development of new Customer Success team members
EDUCATION
Armagh Southern Regional College
High School, A Levels
Markethill High School
High School, GCSE
Queen's University Belfast
Bachelor's degree, Computer and Information Technology
ABOUT LEANNE SMITH
Experienced Account Manager with a demonstrated history of working in the computer software industry. Skilled in PHP, HTML, Regression Testing, and Agile & Waterfall Methodologies. Strong sales professional with a Bachelor\'s degree focused in Computer and Information Technology from Queen\'s University Belfast.
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