• Responsible for the successful deployment of our platform by driving client implementations and being involved in the development of several key project deliverables (project timelines, issue logs, feature requests, etc.) • Drive technology adoption (features, use cases, etc.) by providing insights on usage maturity, best practises, diagnosing barriers, and solving for those barriers • Understand the customer's business and co-create success plans working with the customer - this entails building a roadmap to help the customer become operationally more efficient with Beekeeper features, upskilling the customer's level of expertise, and driving return on investment • Provide guidance and mentoring to project teams working on their implementations • Be the customer's advocate and drive customer feedback back into the Beekeeper ecosystem • Monitor the customer's health and engage extended Beekeeper teams to proactively create and execute "get well" plans as needed • Assist with the recruitment process of Customer Success Managers • Contribute to the improvement of internal processes

• Ensure project teams are following best practices and adhering to Beekeeper processes • Monitor and drive adherence to practice policies and metrics • Manage and control project scope, timeline, risks & issues, and change control processes across multiple projects simultaneously • Investigate root causes to client and project issues and propose effective solutions • Develop, build, and maintain long, durable and trusted relationships with clients and internal stakeholders • Recommend options or solutions that meet a client’s needs and desired functionality • Ensure the client takes advantage of Beekeeper best practices • Identify opportunities to position other Beekeeper service offerings and solutions (marketplace apps) • Ensure the client can serve as a reference upon completing their implementation • Manage the delivery of high volume, concurrent, short duration projects • Articulate and frame business problems and solutions as appropriate for all audiences • Participate in internal initiatives • Participate in the sales cycle when requested to gather requirements and formulate delivery approach • Present Beekeeper onsite and virtually in customer meetings

• Successfully put together and trained a team of multi-lingual Country Managers and Operations Executives, who went on to win the Queen's Award for Enterprise in the International Trade category • Recommended and introduced the use of DeskPro, our current helpdesk system as well as WhosOff, our staff leave management system to cater for the growth of our client base and staff respectively • Organised staffing resources and manage translation workload on concurrent projects • Assembled, prioritised and communicated enhancement requests to the Product team to add features and improve the user experience of the site • Developed a knowledge base of our internal operational procedures • Carried out staff performance appraisal and handled personnel issues with empathy while balancing business needs

• Translated and successfully launched the French version of the website in December 2007, which now services more than 6,000 French-speaking clients • Actively promoted our referral programme and established a working partnership with Les Publications Agora in France, who are now the main referrer of our service • Applied Search Engine Optimisation principles to ensure the French site would consistently rank among the top three search results on Google.fr for the term 'buy gold' • Devised and managed Pay Per Click campaigns to promote the site and its offerings • Contacted journalists and bloggers for the syndication of articles written in-house • Used Google Analytics to analyse search volumes for specific terms related to the gold market to assist with the creation of relevant landing pages for the French market • Proactively contacted wealth managers and family offices with our business-to-business offerings • Managed social networking accounts for BullionVault.fr to encourage customer engagement • Managed accounts for Self Invested Pension Plan & Individual Retirement Account providers such as European Pensions Management Ltd, Hornbuckle Mitchell and PENSCO • Provided customer support by email, telephone and live chat • Performed due diligence checks on client accounts