Heather Reed
Summary
Customer Engagement and Client Success professional with over 24 years of professional experience across education, technology, sustainability, NGOs and international organisations.
Passionate about delivering exceptional customer experiences, building trusted relationships and helping people succeed.
Combining qualifications in Psychology and Commerce with a solution-focused approach, I excel at customer engagement, onboarding, resolving complex enquiries and collaborating across teams to drive customer satisfaction and long-term relationships.
Overview
10
10
years of professional experience
Work History
Client Relationship Manager
Onyx Marine
09.2025 - Current
- Build and maintain trusted relationships with prospective and existing clients throughout the customer journey.
- Serve as the primary point of contact, ensuring enquiries are handled professionally and efficiently.
- Coordinate customer visits, factory tours and stakeholder meetings to deliver an outstanding customer experience.
- Collaborate with senior leadership to strengthen customer engagement and identify new opportunities.
- Develop relationships with international partners across Europe and South Africa.
Non-Executive Director
Learn To Grow
08.2023 - 05.2026
- Contribute to governance of an organisation focused on educational upliftment and learner support.
- Participate in stakeholder discussions relating to learner wellbeing, development and outcomes.
- Support initiatives aimed at strengthening student and parent engagement.
- Ensure ethical and responsible decision-making practices.
Partnership Manager
StudentCrowd
11.2023 - 10.2024
- Managed a portfolio of education partners, acting as the primary relationship owner from onboarding through ongoing account management.
- Delivered onboarding sessions, product demonstrations and customer training to maximise engagement and product adoption.
- Resolved customer enquiries promptly while maintaining high levels of customer satisfaction.
- Analysed customer engagement and performance data to identify opportunities for continuous improvement.
- Collaborated with Customer Success, Product and Commercial teams to improve customer experience and retention.
- Maintained accurate CRM records and customer communications.
Head of Education Operations
HyperionDev
09.2021 - 11.2022
- Oversaw operations across online and physical campuses serving >500 students.
- Supported student progression, retention, and success-related escalations.
- Collaborated with academic teams to address student engagement and performance challenges.
- Helped resolve learner concerns spanning academic and experience-related issues.
- Contributed to initiatives enhancing overall student experience and support structures.
UK Academic Lead
2U GetSmarter
10.2018 - 08.2021
- Supported delivery of international online programmes within structured LMS environments.
- Served as support bridge between students, tutors, and internal teams.
- Facilitated weekly live sessions and group interactions.
- Supported the resolution of academic and learner-experience queries.
- Identified engagement concerns and collaborated on improvements.
Programme Director
SICAS (SA)
05.2016 - 04.2018
- Delivered development, leadership, and educational sessions across 76 schools.
- Facilitated workshops designed to build learner confidence and resilience.
- Built relationships with education stakeholders and institutions.
- Coordinated student-facing programmes and events.
Education
Honours - Psychological Counseling
Cornerstone Institute
Cape Town, South Africa2012
Bachelor of Arts - Psychology
University of South Africa
Remote2011
BComm - Marketing, Management and Economics
University of Kwazulu-Natal
Durban, South Africa2002
Skills
- Customer Engagement
- Customer Success
- Customer Experience
- Relationship Management
- Customer Onboarding
- Customer Support
- Customer Retention
- CRM Management (HubSpot & Salesforce)
- Query & Case Resolution
- Stakeholder Engagement
- Cross-functional Collaboration
- Training & Facilitation
- Problem Solving
- Effective Communication
- Microsoft Office
- Google Workspace
- Learning Management Systems
- Data Analysis & Reporting
Technical Skills
- HubSpot CRM
- Salesforce CRM
- Microsoft Office Suite
- Google Workspace
- Learning Management Systems
- Zoom
- Microsoft Teams
- CRM Reporting
- Data Analysis
Accomplishments
- Impi Challenge (2016)
- Midmar Mile (2009)
- Comrades Marathon & Two Oceans Ultra-Marathon (2008)
- Dubai Marathon (2006)
- Burj Al Arab Swim (2006)
- Kathryn Purkins Fellowship Award (1997)
Hobbies and interests
- Maintaining balance & keeping active
- Conservation and sustainability
- The Royal Foundation
- Earthshot Prize
Timeline
Client Relationship Manager
Onyx Marine
09.2025 - Current
Partnership Manager
StudentCrowd
11.2023 - 10.2024
Non-Executive Director
Learn To Grow
08.2023 - 05.2026
Head of Education Operations
HyperionDev
09.2021 - 11.2022
UK Academic Lead
2U GetSmarter
10.2018 - 08.2021
Programme Director
SICAS (SA)
05.2016 - 04.2018
Honours - Psychological Counseling
Cornerstone Institute
Bachelor of Arts - Psychology
University of South Africa
BComm - Marketing, Management and Economics
University of Kwazulu-Natal