Simon Johnston

Customer Success Manager / Key Account Manager @Augmentum Audit

🔥 Startup Founder✔️ IT👍 Sales & BizDev🧨 ConsultingCustomer Success ManagerProduct ManagerLife CoachingEngagement Manager

With a storied background in B2B SaaS customer success, I excel in communication, empathy and building fantastic client relationships. I have worked across the globe for clients in countries like the UK, EU, Israel, across Africa, Asia-Pacific, and the US and Canada. My experience, skills and passion include ability to retain and expand client bases, though onboarding, renewals, and ongoing expanding adoption. The SaaS companies I worked for managed extensive customer data and were always hyper-focused on data and password protection! I relish the process of building up extensive networks of client advocates (from end-user to C-suite) to define the success metrics, of where our solutions would provide protection and drive key security insights. Skilled in managing day-to-day client communications, optimizing account reporting, and delivering value through demonstrations, training, support, and conflict resolution, I bring a track record of success to this role. Internally, I am sensational at stakeholder collaboration and creating growth. Knowledge Areas & Skills: Customer Success Management | Account Management Solutions Consultant | SaaS, enterprise software & cloud-based applications Problem-Solving I Relationship Management Strategic Planning I Analytical Thinking Teamwork I Negotiation Skills | Leadership Presentation Skills I Customer Relations Communications Expert | Listening Expert Creativity & Innovation

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Work Background

Open HandsCommercial Director | Coach

Jan. 2024South Africaas commercial director for open hands, I am part of a dynamic team creating opportunities to present corporates with a new, human wellbeing and mindfulness offering. open hands: pursuing wholeness collaborates with organisations to deepen their staff's understanding of themselves, their colleagues, and organisational dynamics. our goal is to enhance connections, cultivate a harmonious workplace, and promote overall wellness

Zenith Life Design (Pty) LtdOwner, Coach

Jan. 2009South AfricaI am a life coach. The clients I see, come to me because I help them understand their true desires, unpack what is most important about their lives, and discern and map out the ways to change so that they get what they want. It's the journey to blissful contentment; the ascend to their Zenith!

DoximSolution Consultant

Jul. 2023 - Dec. 2023As part of the sales organization, I work with sales team and clients to identify, conceptualise and design solutions for their CCM requirements that streamline and enhance customer experience. I focus especially on digital transformation and maximising operational efficiencies. As before, I focus on understanding my clients' needs and identifying, conceptualising and designing relevant CCM solutions across all channels. The role calls for a deep understanding of the technologies available, what the requirements the clients have, and marrying the two in a win/win/win situation.

DoximCommercial Director, APAC

May. 2021 - Jun. 2023During my tenure as Commercial Director for the APAC region at Doxim (previously Striata) from 2021 to 2023, I led a commercial team that successfully drove aggressive growth. Key contributions included: Developing and executing sales strategies with a focus on customer success. Designing and implementing innovative software solutions to enhance customer experiences. Establishing and nurturing relationships with key customers at all organizational levels. Being the advocate for the client within the organisation. Implementing and conducting Voice of Customer (VoC) programs, and reporting on NPS scores Managing customer accounts and negotiating contract renewals. Facilitating internal cross-team projects to improve customer success metrics. Identifying and exploring new business opportunities aligned with customer needs. Designing and executing promotional campaigns to boost customer engagement. Achieving and surpassing revenue targets through a customer-centric approach. Continued with management of the transition as Striata became more integrated with Doxim after the acquisition in 2020.

DoximCustomer Success Manager

Oct. 2020 - Apr. 2021South AfricaAs a Customer Success Manager at Doxim (previously Striata) from 2020 to 2021, I concentrated on ensuring the success and satisfaction of our clients. I was a key player in the transition with clients and colleagues in the move when Doxim acquired Striata in 2020 Key responsibilities included: Successfully negotiating customer contract renewals. Developing relationships at executive and operations levels. Designing and presenting new solutions tailored to each client's needs. Managing VoC and NPS programs Identifying and exploring new business opportunities aligned with customer success. Effectively managing client and team transitions during the adoption of Doxim systems. Managing clients across verticals and multiple geographies.

Striata, a Doxim CompanyTechnical Account Director | Strategist, International Division

Feb. 2020 - Sep. 2020London & JohannesburgI am working with new and existing clients to identify communications strategies and solutions that help provide the best, seamless experience for their customers that can promote long-lasting relationships with their brand. I am also responsible for the specific account management for key clients, including the sales component, and the technical understanding of the solutions the clients need.

StriataStrategist (UK, APAC)

Nov. 2017 - Feb. 2020London & JohannesburgI am working with new and existing clients to identify communications strategies and solutions that help provide the best, seamless experience for their customers that can promote long-lasting relationships with their brand. I am passionate and excited about the people I get to work with, the solutions we sell and the clients I get to engage with, that help provide that positive customer experience through enhancing the digital experience and facilitating customer communications!

Striata SAStrategist

Mar. 2015 - Oct. 2017Johannesburg Area, South AfricaAs the Strategist for Striata SA, I was responsible for new business strategies and sales, make up part of the innovation team to identify new trends and products, and am part of the training and development of Striata talent. We also helped develop the sales strategies and sales collateral for the account management teams.

Striata SAAccount Strategist

Feb. 2012 - Feb. 2015Johannesburg Area, South AfricaAs the Account Strategist for the Striata eBilling team, I engage with our customers on a strategic messaging level. We develop a solution specifically tailored to each clients messaging and communication needs. Strategically I work with our clients from a business perspective to develop a holistic and complete Customer Lifecycle Communication solution. This involves sending automated scheduled and triggered communications to customers at specific times during their Lifecycle with our clients. Each client solution will always have 'quick wins' that we can therefore go to market quickly. From that build the communications strategy over time. Operationally the goals are to ensure the accurate and efficient distribution of client eStatements and eDocuments as well as maintaining a high delivery rate and inbox penetration.