Andrew Hobbs Email & Phone Number

Hobart, Tasmania, Australia

As a seasoned Customer Success Manager, I am dedicated to ensuring our clients' satisfaction and success in safeguarding their digital assets. Leveraging my expertise in Enterprise customer service and success management, I collaborate closely with clients to understand their unique needs and challenges and ensure a world-class service experience at all touchpoints. Through proactive communication, strategic guidance, and tailored solutions, I empower my clients to maximize the effectiveness of security products and services. By cultivating strong relationships built on trust and reliability, I drive retention, expansion, and ultimately, contribute to the overall security posture of our valued customers.

North Sydney, New South Wales, Australia

I oversaw overall service management, escalations, and governance reporting of strategic Vodafone Global Enterprise accounts, working alongside bid management, sales, commercial, technical, and customer success teams, from pre-sales through to and including in-life.A key responsibility was the production and in-person presentation (involving a high volume of travel) of monthly and quarterly “Service Review” governance reports for strategic Vodafone Global Enterprise clients, providing analysis of usage and spend habits for corporate mobile fleets, alongside recommendations for cost-saving opportunities, analysis of contractual adherence for all parties, promotion of products and services, and actionable insights. I built strong relationships and liaised with internal and external stakeholders and providers worldwide to provide clients with assurance of service excellence, and confidence of utilising the best possible products for every situation. I was required to hold expert-level knowledge of Vodafone and TPG systems and products so I could best advise account managers on suitable solutions for clients and answer questions from high-level stakeholders during strategic meetings.I drove a continuous improvement culture across teams and constantly sought new ways to further enhance existing processes through implementation of quick wins and tactical fixes, expert advice to project teams and change managers, and driving of initiatives that produced better customer and people outcomes and experiences. Additional responsibilities included:- Development, facilitation, conceptualisation, and maintenance of reporting solutions for internal colleagues and customers- Development and maintenance of Salesforce reports and dashboards for sales tracking and SLA adherence- Logistics planning for large fleet deployments - On-site bulk onboarding facilitation and support- Bid management support

Hobart, Tasmania, Australia

A professional and knowledgeable point of contact for a wide variety of business customers, ranging across SOHO, SME, Corporate and VGE segments, providing effective proactive Telephone Account Management of a number of high-value accounts. A clear comprehension of competitor offers and differentiators is key to driving account growth.Transition management for new and existing business customers, including face to face interaction and management of fleet device movement, developing and maintaining strong, professional relationships with key decision-makers.Training and mentoring new and existing colleagues, providing encouragement and assistance to candidates during recruitment drives. Effective crisis management, including detailed logging of events, regular liaison with key stakeholders and closure summaries to ensure favourable and rapid resolutions. Management of device servicing strategy for all customer segments, involving process improvement strategies, engagement with stakeholders, creation of new reports and escalation processes and pathways.

Hobart, Tasmania, Australia

Bachelor, Business Administration And Management, General

Education record

Education record