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.
Over the past five years, I have successfully managed dual roles as the head of both Implementation (training & Onboarding) and Customer Support at a SaaS company (Visitor & Contractor Management), guiding it through startup, growth, buyout, and its current state as a $12 million USD recurring revenue business.
In this capacity, I built a fully trackable implementation and onboarding process, overseeing operations that drive $800k to $1 million AUD in annual revenue and successfully managing over 2,700 global onboardings. I also transitioned and expanded the team from one to thirteen members globally.
I have led Customer Support initiatives that achieved a 92% client satisfaction rating over 290,000 conversations, including a successful switch from the Philippines to India. I focused on humane and well-managed processes, ensuring continuous engagement and high morale during the transition.
"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:
Notable achievements include delivering a multi-million dollar deal for a major client at risk of churn - I flew to Romania to collaborate with on-ground teams and implemented a solution within 24 hours, successfully negotiating terms of deployment and mitigating the risk of churn.
I am adept at working across multiple time zones, effectively coordinating with teams in Australia, the US, India, Europe, and the Middle East. This flexibility has been key in managing my responsibilities and supporting global operations.
My influence in the product spans various functions, including sales, finance, engineering, customer support, product and operations, all contributing to strategic growth and development – through my passion of “The Voice of the Customer”.
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.
Australia
