"RM have really helped me on my journey, giving me responsibilities from the beginning alongside supporting me with coaching and training to fulfil these."
I joined RM 3 years ago, as part of our Graduate Programme. I was drawn to RM by the opportunity to work in the exciting EdTech sector alongside RM’s reputation as an organisation that respects their employees and encourages personal development. The values of business also aligned to my own – forward thinking, compassionate and commercially savvy.
I started with RM as a graduate Project Manager and developed my skills through the graduate scheme, working on internal improvement projects, where I gained a deeper understanding of business – including a trip to work with one of our suppliers in the USA. This experience then helped me take on customer facing projects which gave me a great insight into the external view of RM and a closer look at ways that we use technology to innovate with our customers.
After 18 months of Project Management I was given the opportunity to become Manager of our Technical Support team working on RM Assessor. This allowed me to gain a detailed understanding of the operational aspect of e-marking. It also helped me to develop my people management and communication skills as I lead a small team of helpdesk and technical engineers. The transferable skills I learned from both my roles as Project Manager and Support Manager led to my current role as a Customer Relationship Manager within RM Results.
My role as a Customer Relationship Manager focuses around the account management for one of our largest e-assessment clients. I am accountable for ensuring the client receives the full benefit from the products and services they have bought into. This includes reviewing contractual requirements, driving improvements and ensuring customer satisfaction. I am very lucky to be working with a client that partners with us in innovating our offering, they really do work with us at the cutting edge! This partnership allows the client to access leading technology and also allows us to use technical advances in a “live” environment, which any innovator will tell you is key to success. We are then able to showcase these advances market wide and clearly prove their benefits.
A piece of work that I’m currently undertaking and particularly enjoy is our auto marking project. This is a hugely exciting project due to the potential, the technology involved and working in partnership with my client on the project.
One of my biggest challenges and achievements at RM has been during my previous role. I held responsibility for delivering technical support to all customers over our busy summer period, which involved preparing to scale up and meet demand. The challenge was to upscale the team by 150-200%, overcoming various technical issues and simultaneously providing seamless, excellent service to our clients. Although very challenging, it was incredibly rewarding to feel part of such a successful customer service delivery.
RM have really helped me on my journey, giving me responsibilities from the beginning alongside supporting me with coaching and training to fulfil these. My training has included Prince 2, ITIL, internal soft skills training and regular one to one support from colleagues and managers. The responsibilities I’ve been given have provided visibility of my work to the senior leaders early in my career which has been both daunting and exciting.