QintilGeneral Manager - Operations, Product & Client Success
Apr. 2015 - Dec. 2017Melbourne, Australia · HybridIn my previous role, I was responsible for managing the platform, operations, and customer success of Qintil, an innovative Learning and Compliance Management System. My primary objective was to provide best-in-class solutions to users, ensure maximum value and return on investment for customers, and drive increased revenue for Qintil. Platform:
Identified common customer requirements and challenges and proactively recommended better product and service solutions to the business.
Owned the product and project managed the development, implementation, and maintenance roadmaps, collaborating with internal and external (onshore and offshore) teams and partners. Operations:
Provided operational and strategic guidance to the teams and supported managers in their individual roles to ensure the best possible outcome.
Took accountability for the planning and quality delivery of all projects within scope, budget, and timeframes.
Designed, implemented, and managed company operational and support functions, including internal processes, management dashboards, and KPIs (technical and commercial). Client Success:
Owned the overall relationship with enterprise customers: transitioning from onboarding to adoption, ensuring retention, and expansion through satisfaction.
Was responsible for setting up and managing the operational team, building the processes, infrastructure, and talent to ensure customer adoption, retention, and expansion (identifying and/or developing upsell opportunities). This included strategic account management to front-line support (helpdesk), developing and implementing training, Appcues, and more.