Leading Customer Operations / Implementation and support teams in AU / PH / EU / US / IND to deliver the optimal client experience from our ever-evolving SaaS product - from start-up to acquisition, through expansion and scale-up.
"Voice of the Customer" driven - developed from a team focus of "Being the best, most knowledgeable client of our product"
I am known for my strengths across operations and project management, team leadership, client engagement, relationship management, and success-driven revenue growth.
Examples of my success:
✔ Established an Implementation process and structure from scratch:
using seamless integrations that focus' on an A-Z implementation solution - Automated project management and work assignment, historical job data and tracking, revenue (cost vs profit) tracking, team education and communication from sales through implementation, bouncing off development and on to support. "Voice of the Customer" driven - resulting in 1500+ successfully processed and tracked Implementations, globally, in under 500 days - 88% profit margin.
✔ Turned a one 'Site' churn into a 144 site multi-year, multi-million dollar deal through active listening and problem solving for the client - Sine's largest deal at the time.
✔ Established a full scope Philippines based 'support and professional services team - transitioned the team to India after a business decision.
✔ Drive product growth and direction through 'Voice of the Customer' in my role in the Sine leadership team.
✔ Grew a successful team across Implementation and support from 1 to 14 in 18 months
Australia
