Clara Duncan

Experienced Senior Account Manager and People Leader with over 15 year’s experience in relationship management, negotiation, sales and project management.

I am a multilingual professional with over 16 years experience in Account Management and Customer Success across several industries. I have a consistently proven track record of achieving retention and revenue expansion goals throughout my career as well as managing teams. My drive for excellent results and that I am a hardworking, reliable individual with lots of passion, combined with my work experience, make me an asset to any organisation.

EMPLOYMENT HISTORY 

Account Director EMEA. Client Success Manager UK & EMEA. clckwrk & Navisite London

July 2019 – Sept 2022

Account Director EMEA. Clckwrk. Clckwrk was an AWS (Amazon Web Services) partner who migrated and ran Oracle systems in the Amazon Cloud. The company provided solutions for Oracle database migrations as well as Oracle business applications (e-Business Suite, Hyperion, OBIEE, Peoplesoft and others). 

• Owner of the overarching relationship with existing client portfolio across the business 
• Main focus on strategic account development, IT estate strategy and continuous improvement. 
• A commercial role that oversaw operations, technical support, re-negotiations and ensuring overall client satisfaction. 

RDX, Navisite, clckwrk and ClearDB combined in 2020 under the Navisite brand to create a managed cloud service provider. I secured a role in the new organisation focusing on revenue retention and operational Account Management.

 Client Success Manager UK & EMEA. Navisite

• The portfolio consisted of strategic clients with global operations such as Clinigen, Auto-Glass and Snap-On as well as UK based enterprise clients such as Tungsten Networks.
• I expanded my key client doubling the revenue into largest UK client across the company 
• Mitigated several cancellations by negotiating new service agreements, while ensuring the continuation and enhancements of services.
• 100% client satisfaction and retention thanks to my ability to build strong relationships, to entrench services and to work to become a trusted partner for strategic decisions. 
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Senior Account Manager, Local Data Company, London

May 2017 – July 2019

LDC is a market insight and analysis business providing companies with data, tools and consultancy via an inhouse SaaS solution to support effective location strategy and market planning. 

• I headed up LDC's account management function and worked with clients spanning across various industries and sectors. I worked with clients such as Marks & Spencers, Oxfam, Currys PC World, Dun & Bradstreet, UBS, Lloyds Bank and many others.
• This was a consultative commercial role and in addition to managing existing client relationships it was also imperative to proactively engage with a number of prospects and maintain a new business pipeline. 
• Key responsibilities was the management of clients through the full life cycle, from initial implementation and on-going service delivery, to contract renewal and service development as well as delivering continuous business reviews and being a trusted advisor. 
• I smashed retention and expansion stretch targets by creating and implementing a bespoke contact strategy across the entire client portfolio whilst managing a small team. 
  
   

Multiple roles, American Express, Brighton & London 

2009 - 2016  (Account Development Manager Nordics, Team Leader: Remote Account Management UK, Project Manager: SME Business Development)

I joined Amex in Account Development focusing on the Nordic Markets, later advanced into a Team Leader role managing a large team and shifted from a Team Leader Role into a Project Management Role in the UK Small Business team. 

• Over-achieving all scorecard metrics including charge volume, client retention and expansion goals.
• Responsible for the Lead UK Market’s $1.3B Portfolio and 8 Account Managers with a core responsibility to drive growth through a consultative approach whilst also retaining and entrenching the circa 5k Mid-Market customers. 
• Completed  a business project for senior Leadership team with the
  task of finding synergies between SBS AD (Small Business Services) and CAM (Centralised Account Management) as they merged into one business unit. The project had multiple stakeholders and required regular presentations to higher leadership including General Manager and VP’s.
• Winner of the AMEX UK Global Corporate Payments General Managers “Vision and Leadership” Award. Yearly winner of the most prestigious award across the Business Unit “CAM Star of the Year. Winner of Nordic “Be Great Awards” in the category “Great Customer Advocate” across Global Corporate Payments Nordics. 

COURSES AND TRAINING 

2021: ITIL Foundations 4
2017: ‘How to negotiate’ with Malcolm Smith
2016: Leading as a coach
2016: Situational Leadership
2016: HR basics
2015: Challenger
2012: iSuccess
2009: Expanding your network
2007: How to deal with Phone Rage
2007: Vowing the Customer
2005: Bemötandet av kunden (To meet the customer)

EDUCATION & LANGUAGES

2004 - 2006
Södertörns University College, Stockholm

• Literature studies and drama theory
• Aesthetics & Arts: Postmodernism
• Intertextuality and Identity 
• Swedish grammar and creative writing 
• Rhetorics and Philosophy

Swedish (Native language)

English (Fluent)

Norwegian (Full working proficiency)

Danish (Limited working proficiency)