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Work Background
Check Point SoftwareCustomer Advocacy Manager
Jun. 2024Australia
DAS (Digital Agriculture Services)Senior Customer Success Manager
Apr. 2021 - Jun. 2024Melbourne, Victoria, AustraliaDigital Agriculture Services caters to growing appetite for rural, Agri and climate risk intelligence that puts science in the hands of decision maker. • Provide best practice and development of Customer Success discipline within DAS. • Onboarding and training of new customers. • Account management of existing customers. • Manage renewals events. • Identify and fulfill opportunities for cross-selling and footprint expansion within existing customers. • Meet growth targets for existing customers. • Act as Line Manager and mentor for Junior CSM within organization
TestgridCustomer Success Manager
Feb. 2020 - Apr. 2021Melbourne, Victoria, AustraliaTestgrid are Australia’s leader in Psychometric assessments. • Onboarding and training of new customers. • Account management of existing customers. • Manage renewals events. • Identify and fulfill opportunities for cross-selling and footprint expansion within existing customers. • Act as SME to provide advice to customer on assessment selection. • Meet growth targets for existing customers.
SymantecManager, Premium Support
Jun. 2017 - Dec. 2019Melbourne, Victoria, AustraliaSymantec is the largest Cyber Security company with employees in Americas, APJ and EMEA. Responsibilities: • Line management of 7 x Customer Success Managers and 3 x Technical Account Managers, including Performance Management, Training plans and personal development. • Ensure delivery of Customer Advocacy, Product adoption, Escalation Management in Customer base to a high level. • Professional Development of Team to ensure ongoing learning and ‘best of breed’ in Customer Success • Business Development contact for “Premium Support” in Pacific region, working with Account Directors to position service, complete sale and ongoing renewals. • Overall responsibility for meeting new sales and renewals targets in region. Accomplishments: • Recognized as a high performing team in business unit globally, resulting in new processes and solutions being trialed in region. • Obtained a 15% revenue growth in region Year on Year (YOY). • Exceeded renewal target of 95% annually.
SymantecCustomer Success Manager
Apr. 2011 - Jun. 2017Melbourne, Victoria, AustraliaResponsibilities: • Collaborate with Account Managers on assigned customers, to drive adoption and expansion of SYMANTEC products within these customers. • Identify and implement proactive activities to optimize SYMANTEC solutions in assigned customers. • Lead Customer review’s and health checks and provide SME guidance and advice on product utilization and Cyber Security in general. • Proactively manage the ongoing relationship between the customer and Symantec to ensure customer satisfaction in SYMANTEC and its products. • Own and resolve technical support issues through engagement with technical support, product engineering and product management teams on behalf of the customer. • Drive and maintain customer satisfaction levels to the highest levels. • Provide accurate and timely reporting to meet both internal and customer requirements. Accomplishments: • Awarded an MVP award and invite to Sales “Achievers” Club for owning and implementing first Managed Service into the Pacific region. • Received numerous “WOW” awards from colleagues to recognize contribution to customer satisfaction but also team development and assistance.
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