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Work Background
Elegance Group - Atlassian Platinum PartnerHead of Growth and Customer Success
Aug. 2024New Zealand, Australia, SingaporeHiring, building and leading the client facing function including TAMs, BDMs, CSMs, renewal reps and Sales Engineering. Delivering repeatable value to clients and partners. As a team we solve curly business problems.
Elegance Group - Atlassian Platinum PartnerTechnical Account Manager
Apr. 2024 - Aug. 2024Auckland, New ZealandAtlassian Platinum Partner.
betaChrisBusiness Architect
Jan. 2024 - Apr. 2024Auckland, New ZealandRemote freelancer:
- Customer Success mentoring
- Business Architecture
- Process Management and redesign
- Project Management https://www.fiverr.com/chrissparshott
UniServicesDigital Transformation Project Manager
Apr. 2023 - Dec. 2023Auckland, New ZealandWorking across multiple UniServices business units as the Project Manager and Delivery Lead, driving multiple work streams across agile teams. Responsible for managing new and already in-flight projects. Owning the backlog, prioritization, delivery, and vendor management. Growing up in New Zealand Project (GUiNZ): Managing the Data management discovery and review with Enterprise and Data Architects on a Longitudinal research study across the technology stack of AWS, PowerAutomate, and Dynamics. Delivering operational process improvement using process automation, ITSM expertise, and Lean practices. Developing a programme of work including strategic and tactical deliverables. Immunisation Advisory Centre (IMAC): Programme managing the enhancement of an existing service enabled via Salesforce (CRM), Brightspace(LMS), Make.com, and IDP (SSO). Whāraurau: As the Project Manager led the delivery team, business teams, and external vendors in a Website refresh including Webflow, IAM, LMS (Brightspace), and SFDC. Feeding into the design of Uniservices-wide initiatives such as the development and design of standardizing SaaS upgrades.
betaChrisBusiness Architect
Jan. 2023 - Mar. 2023Auckland, New ZealandWorking as a freelancer with Oaklo a New York-based start-up which is revolutionizing Social Trust. Working in fortnightly sprints delivering customer success consultancy primarily focused on service design components such as business process analysis, Innovation of AS-IS processes, and turbocharging the TO-BE process, with a focus on user and business adoption, the moments that matter, value realization at speed, and repeat use. Utilizing techniques such as customer journey mapping, engagement mapping, low fidelity Ux web design, workshop facilitation, coaching for insight, and digital marketing wrapped around customer experience. Using Design Thinking and Miro to run workshops with the CEO and CTO to drive insights and action. Some example sprints which were undertaken: - Sales funnel and customer success funnel mapping, areas for improvement, metrics
- Emotion mapping by stage within the customer journey
- Enhanced the non-registered user journey and conversion to a registered user
- Creation of the business flywheel to articulate and enhance the adoption story, user registrations, business sign-ups, and enterprise adoption.
- Mapping and enhancement of customer interaction flows with web, email & txt
- Creation of the web and mobile platform adoption funnel
- Creating Lo-Fi wireframe diagrams for the Figma team All these tasks require empathy and an ability to see the world from different viewpoints.
UiPathANZ Customer Success Manager
Apr. 2021 - Dec. 2022Auckland, New ZealandThe lead Customer Success practitioner across ANZ delivering Strategic engagements with Enterprise customers. Driving adoption and ensuring clients get the most value from their software investments. Leading the team, hiring and mentoring Senior and Principal CSMs. During this time working with a range of clients across Aotearoa New Zealand and Australia including Auckland Council, Ramsay Healthcare, Schneider Electric, Steadfast Digital, Sonic Healthcare, IAG, Bupa Australia, Coles, University of Auckland, PwC NZ. Creating strategic Value Engineering assets to identify the size and scope of the value automation would deliver to the organization. Using Maturity assessments, and APQC process frameworks to identify the high-priority processes. Creating a relationship with clients and delivering value is the first stage of being a successful Customer Success leader. Building methodologies on how to deliver value across the customer journey is critical. Initiating, leading, and delivering programs of work with clients is how I have moved towards action and ensured that clients get the right level of value. An expert at applying the center of excellence (CoE) model to ensure delivery teams can grow their proficiency and output. Skilled at building programs of work around the enablement and deployment of Citizen Developer & Low Code platforms. Providing oversight on Professional Services engagements, and providing Project Management services to ensure the delivery was of high quality. Working with cutting-edge technologies in AI / ML such as NLP, iOCR, Image classification, sentiment analysis, TPOT in a process improvement setting. Managing all support escalation issues within the territory, driving remediation, and managing all specialist resources including Escalation engineering, Developers, and Product Management to deliver a resolution for the client.
UiPathNZ Customer Success Manager - Hyperautomation
Apr. 2019 - Apr. 2021Auckland, New ZealandDuring this time working with a range of clients across NZ including Auckland Council, Contact Energy, IAG, Vodafone NZ, 2 Degrees, Spark, Toyota, Foodstuffs NI, University of Auckland, KPMG NZ, Deloitte NZ, EY NZ, PwC NZ. Leading the first-of-a-kind Contact Centre agent console presales project for a leading telco. Leading and coordinating a cross-functional team of presales engineers, product managers, and offshore developers to remove all technical barriers. Building trust, delivering on commitments, and aligning the client’s future roadmap to ensure continued success in the project delivery for the client’s teams. I built and grew the local UiPath community to 300+ over a 24 months period. These public relations activities were often cited as a critical element for a client to commit to UiPath’s solutions. Bringing five clients onto the customer reference program in six months and using these relationships to support sales engagements within the local market as well as internationally. Building 30+ customer use cases and working with clients to create advocates across the territory. This allows GTM teams to tap into clients for advocacy discussions to support the sales motion. Maintaining strong relationships in academia and supporting the introduction and execution of a UiPath-centric course for Year 4 Software Engineer Graduates within the University of Auckland. I developed a best practice methodology using Teams and Kanban boards. I created a learning environment using Microsoft Lab Services to deliver hands-on workshops for remote participants. Expertise in customer onboarding to drive retention and expansion.
Mission Ready HQSales Trainer - Learning Designer, Facilitation, Agile
Nov. 2018 - Dec. 2018AucklandDelivering training to 18-24 year olds in a class of 20 in the following areas: Sales 101
Presentation skills - "how to tell the story"
Business presence
Wellbeing
Giving and receiving feedback
Rapport building https://www.missionreadyhq.com/
CrosswareCustomer Success Operations Manager - Business Analysis, Financial Modelling
Nov. 2018 - Nov. 2018Auckland, New ZealandA short term contract working with the Managing Director and Founder of Crossware to build out the SaaS metrics of their email signature product e.g. ACV, Renewal rate, and churn. Undertaking analysis of the reasons for churn including the corrective action. Providing coaching on future resourcing relating to Customer Success and Account Management.
IBMDirector - APAC Partner Renewals
Jun. 2015 - Jun. 2018Auckland, New ZealandTaking ownership for IBM's $200M software renewals business that transacts through IBM channel partners across the Asia Pacific region. In 2017 I increased the channel on-time renewal rate by 20%. This was achieved by using strategic channel programs, customer success and channel management techniques such as incentive management, best practice enablement, relationship building and seeking feedback. Recognized by the WW VP Greg Frost for Retention and Renewals “Thanks for the leadership you demonstrate across Asia Pacific with our Business Partners. It is clear they respect you and the value you bring.” Managing a team based in India, Malaysia, Australia and providing direction, mentoring and coaching to lift the performance of the local leaders. Acting as the Director Software Renewals APAC, for extended holiday cover. Managing a team six leaders and 60 staff, owning all financial approvals. Designing, developing and implementing a world first for the Software renewals business; a digital channel management campaign. Delivering tailored content to each AP region. Running 40+ campaigns that achieved a 25% open rate and increased channel partner engagement with the brand. Like any regional channel role, in order to differentiate yourself to your reseller community, you have to turn up and deliver value. I delivered value through face to face meetings, webex communication, and through my regional channel leaders. I built and enabled my IBM team to deliver best practices around sales forecasting, territory management, process execution and product demonstrations. Building data models to understand and analyze the health of the channel engine and the performance and opportunity for each brand. I used data features to identify problem areas and then used this information to expose opportunities and risks for the wider business.
IBMCountry Manager - Software Renewals
Jan. 2011 - Jun. 2015Auckland, New ZealandOwning the sales number for all software stream revenue for IBM New Zealand. This was a sales role where I delivered consistent results gaining 100% club three years out of four. In addition to this I also achieved IBM's sales eminence award twice which is only given to the top 10% of its sellers. As an advocate of the customer's success, I worked with clients around their satisfaction of the product & value, deployment, and enablement. The primary KPIs of retention and renewal rates, upsell, cross-sell, multi-year transactions and on-time revenue were consistently achieved. I owned the renewals process from quote to GL, including client relationship building, deal construction, pricing, financing, services, negotiation and closing.
IBM New ZealandPresales Solution Architect - Digital
Jan. 2010 - Jan. 2011New Zealand WideAs a senior technical sales leader I maintained deep technical expertise in Portal solutions, electronic forms, web content management, process execution, UI, and development. I developed agile selling scenarios such as day-in-the-life materials to articulate the specific value of the proposed solution. I completed training in Business Value Assessments in order to deliver RoI analysis to increase close rates. I delivered client briefings at CxO level to many NZ Banking and Government clients. I created trusted relationships with partners where we engaged a client as one team.
IBM New ZealandSocial & Collabration Software Evangelist
Jan. 2008 - Jan. 2010Social Software evangelist and recipient of change agent award from Steve Mills, VP of IBM Software Group. During this period I maintained engagement with OpenSim, Social Network analysis, SL, Hadoop You Tube Videos from this time: http://www.youtube.com/user/chrissparshott?feature=watch (about 60!) A thoroughly enjoyable role articulating the future of the IT industry from an IBM research perspective but using a local filter to make it relevant to NZ audiences. Requested speaker and commentator for IDC, Computer World and Special interest groups. I was awarded the runner's up prize for the best technical thought leader presentation at IBM's academy of technology event. At this event all senior technologist were represented from across Australia and New Zealand. The topic of my presentation was digital profiles, this is something that resonates today with the management of public and private data. A social tools coach for IBM's Managing Director of Australia and New Zealand. I was also awarded 100% Club sales award in 2009 and 2010.
IBM New ZealandCollaboration Pre-sales Architect
Jan. 2005 - Dec. 2008I owned all technical sales engagements in New Zealand for portal, content management, unified comms and collaboration. I achieved 100% club in 2008 after delivering excellent technical sales engagements which led to the closing of significant deals in NZ Government. Delivering proof of concepts, demonstrations, and presentations to customers and partners. I provided mentoring and coaching to drive excellence in the technical/presales process. Contributing to IBM's academy of technology - making suggesting on future products, services and business needs.
IBM United Kingdom / EMEAWebSphere Middleware (EAI/BPM) Presales Solution Architect
Jan. 2000 - Dec. 2005Owning the technical sales engagement on multi-million software opportunities. Owning all stages of the RFP process from writing the responses, building the solution, developing the architecture and deployment model along with the delivery costings. I owned and delivered the technical RFP engagement including the proof of concept, final presentation and clarification sessions. I was successful in winning 100% club due to winning a number of highly competitive contracts. I was asked to travel to the US to write a Redbook and share my expertise and experience with the global technical community. I developed industry expertise in Banking, Defense and Utilities in the areas of Business integration, meditation, process orchestration and connectivity. I represented IBM at EMEA Gartner Symposium where I engaged with IBM's top tier clients, building relationships and generating opportunity.
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