Thomas Nicholson
Senior Customer Success Manager @Zendesk
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WORK HISTORY
Senior Customer Success Manager @Zendesk
EDUCATION
Coventry University
Bachelor of Arts (BA), Sport Management With International Experience
University of Valencia
Bachelor of Arts (BA), International Business
SKILLS
ABOUT THOMAS NICHOLSON
Thomas is a business leader with +10 years of consulting and management experience, primarily in the SaaS industry. From building teams, leading with empathy and advocating cross-team collaboration, he forms strong relationships made upon a foundation of communication and trust. His passion for driving customer satisfaction through the execution of value realization initiatives, inspires him to regularly optimise delivery methods to sustain operational excellence, enhance performance and consistently meet revenue targets. During his recent experience, Thomas has expanded the Managed Services team across EMEA and developed a team of high-performing consultants through coaching and enablement programs, which has led to maintaining an employee retention rate of +95%. With employee happiness being a core focus, Thomas has established a team with sustained high-performance that consistently meet or exceed operational/commercial KPIs (i.e. Growth/Retention/Customer Satisfaction (NPS)/Billable UTE/Project Health etc).In his current role, Thomas\' key pillars of responsibility are listed below- Growth / Retention: Expand the Managed Services book of business, through identifying and closing upsell opportunities in partnership with the broader eco-system, whilst successfully managing the renewal cycle for existing contracts and managing the revenue forecast- Customer Satisfaction (CSAT): Ensure that the customer experience being provided is best in-class, by continuously optimising offerings and delivery methodology, by reviewing industry best-practise, customer feedback, product adoption and development- Operational Excellence: Map operational metrics with internal initiatives, to increase the efficiency/effectiveness of delivery and create high-performing teams producing value-driven outcomes- Coaching and Development: Identify learning objectives, seek development opportunities and create an environment where team members can thrive personally and professionally.
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