- Crafting and DIY Projects
- DIY and Home Improvement
- Hiking
- Team Sports
- Adventure Travel
- Acting and Theater
Tom Harding
Kennebunk,ME
Summary
Customer Success and Global Account Management professional with 10+ years of experience managing enterprise clients, driving product adoption, and delivering measurable business outcomes. Proven ability to act as a trusted advisor to technical and non-technical stakeholders across global regions. Skilled in onboarding, lifecycle management, strategic planning, and data-driven insights. Adept at influencing cross-functional teams and building scalable customer success processes. Motivated by simplifying complex concepts, improving customer experience, and strengthening long-term partnerships.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Success Manager – Global COE Planning
Radancy
12.2023 - Current
- Own global post-sales customer success for UPS, supporting adoption, retention, and continuous value realization across Asia, Latin America, Europe, and India.
- Lead customer onboarding workflows, ensuring smooth activation, efficient configuration, for the Radancy Talent Acquisition Cloud.
- Act as the primary client liaison, translating complex technical and product capabilities into clear, actionable strategies aligned to talent acquisition goals.
- Deliver recurring business reviews leveraging data, insights, and recommendations to influence stakeholders and optimize campaign outcomes.
- Collaborated with Product, Engineering, Media, and Creative teams to resolve challenges, improve workflows, and enhance UX across global markets.
- Implemented a standardized global reporting framework, improving consistency and visibility.
- Support pre-renewal conversations through insight-driven storytelling, success documentation, and demonstrating platform ROI.
Account Director
Radancy
01.2023 - 12.2023
- Managed strategic client relationships for UPS, overseeing the execution of multi-channel digital marketing campaigns that targeted diverse audience segments.
- Collaborated with SaaS and digital media teams to craft innovative marketing strategies that resulted in increased online visibility and higher conversion rates.
- Strengthened client partnerships through consistent communication and data-driven insights, ensuring campaigns exceeded business objectives and KPIs.
Account Executive
Radancy
08.2022 - 01.2023
- Supported UPS East Region account with demographic research, media plan recommendations, and campaign execution.
- Liaised between creative and client teams, ensuring projects were delivered on time and aligned to brand strategy.
Client Relationship Manager
Simplyhealth
08.2021 - 10.2021
- Managed select client accounts in medical insurance, ensuring client needs were met with proactive CRM communication.
- Conducted fraud and data analysis to identify gaps in claims history, providing recommendations for compliance and process improvement.
- Maintained strong client engagement during COVID-19, building trust through proactive outreach.
Customer Support Advisor
Simplyhealth
01.2020 - 08.2021
- Supported general customer base via multiple channels, providing empathetic service during the pandemic.
- Ensured compliance and client satisfaction through attentive issue resolution.
Client Services Manager
The Global Work & Travel Co.
06.2018 - 10.2019
- Managed Australian and Canadian holiday program clients end-to-end, delivering seamless customer journeys.
- Achieved 10% annual sales growth by sourcing leads, closing sales, and ensuring repeat business.
- Oversaw SaaS-driven operations via Salesforce and CRM tools to manage client pipelines.
- Supervised and trained team members to optimize processes and ensure KPI achievement.
Education
Level 4 Certificate - Professional Marketing/Digital Marketing
CIM | Chartered Institute of Marketing
Online01.2021
Level 5, 140 Hour TEFL Course -
TEFL Scholar
Online01.2017
Master’s - Visual & Performing Arts
University of Chichester
Chichester, UK01.2013
Bachelor’s - Performing Arts
University of Chichester
Chichester, UK01.2012
Skills
- Fortune 50 client relationship management
- Onboarding and adoption
- Customer retention strategies
- QBR delivery, reporting, and strategic presentations
- SaaS product onboarding
- Google Analytics 4 proficiency
- Data analysis and reporting
- Skilled in learning and applying technical knowledge
- Process development and playbook creation
- Digital Marketing & Programmatic
- Multi-channel campaign strategy
- Audience targeting & performance optimization
Additional Experience
- The Lettings Hub – Client Relations Specialist (2017–2018)
- ACLE (Italy) – Teacher/Actor/Tour Manager (2016)
- Polygon Group – Sales & Client Manager (2013)
- Camp Takajo – Counselor (2011–2016, summers)
Interests
Certification
- Google Analytics 4 (GA4) Essential Training
- Google Fundamentals of Digital Marketing
- HubSpot Marketing Tools
- Nano Tips for Presenting with Confidence (LinkedIn Learning)
Timeline
Customer Success Manager – Global COE Planning
Radancy
12.2023 - Current
Account Director
Radancy
01.2023 - 12.2023
Account Executive
Radancy
08.2022 - 01.2023
Client Relationship Manager
Simplyhealth
08.2021 - 10.2021
Customer Support Advisor
Simplyhealth
01.2020 - 08.2021
Client Services Manager
The Global Work & Travel Co.
06.2018 - 10.2019
Level 4 Certificate - Professional Marketing/Digital Marketing
CIM | Chartered Institute of Marketing
Level 5, 140 Hour TEFL Course -
TEFL Scholar
Master’s - Visual & Performing Arts
University of Chichester
Bachelor’s - Performing Arts
University of Chichester