As a Enterprise Customer Success Manager @ commercetools, I have the privilege of working in partnership with some of the largest retail brands and Enterprise organisations in Australia, New Zealand and in the wider APAC region. My role is designed to align, drive and strategically build value realisation (ROI) on our commercetools product suite for our Enterprise customers.Merchants like Woolworths, Motion Australia, APG & Co, Kmart, Qantas, BabyBunting, Bailey Nelson, Officeworks, BlueScope, Jaycar, JSW One and many more!The commercetools product suite includes: commercetools Composable Commerce for B2C and B2Bcommercetools Foundry (pre-composed composable)commercetools Frontendcommercetools Checkoutcommercetools Connectcommercetools Premium SupportBy being the internal voice for our merchants within commercetools, I am able to strongly advocate for their Enterprise grade B2C and B2B business needs to ensure our product teams drive the feature development that unlocks growth potential and operational efficiencies for Enterprise organizations. commercetools research and development into our platform is directly targeted at driving the best in class B2C and B2B features to enable scalable commerce for any Enterprise organisation.Enterprise and ready to scale? Reach out for a conversation on how commercetools will enable and unlock growth at scale for your organisation.

In 2021 I was successful in showcasing my skillsets as a people and thought leader for our Shopify Launch team in APAC (AUS/NZ), as a result I was promoted to Team Leader. I had the pleasure of leading our tenured ANZ Launch team (technical onboarding) to drive ongoing development and growth with the largest Shopify merchants in APAC.Listed below are the accomplishments and positive team outcomes I was able to achieve in this leadership role. • Lead our APAC regional Launch team to hit 1000+ total Shopify Plus store Launches.• Lead a 'Health 2 Wealth' project for our team which enabled them to actively have work and life balance at Shopify. This included meditation, energy management and personal financial guidance sessions that I organized with internal and external assistance.• Initiated and helped lead upskilling for our team for 'Difficult Conversations' sessions to empower the team to handle churn and challenging customer engagements.• Lead our team to engage in a creative work environment, that enabled a safe space to share creative ideas to solve our most complex problems.• Lead our team through the June 2022 Shopify redundancies to rebuild trust and motivation within our team.• Lead our team to achieve global alignment on all Launch service models and operations within a short time frame.• Lead our APAC team to successful adoption of new playbooks, customer exp processes and tooling changes.• Lead QA reviews of team calls and created coaching opportunities for upskilling with direct reports.• Leading our team also required skillful mentoring/coaching and expectation management during promotion and role changes.• I supported and helped facilitate IRL sessions with partner agencies, merchants, and teams both locally and globally.• In my role at Shopify, I regularly supported our local partnership meetups and engagements to drive support for these communities.• I conducted hiring and interviewing for several new hires to Shopify.

In the role of Senior Launch Engineer, I have worked directly with some of the biggest brands and strategic merchants onboarding on to Shopify Plus. My specialty was working with merchants who had unique project demands (timelines) and (technical) requirements to ensure they launched timely and efficiently.In addition I have worked within our team to help build and level up my fellow team members within my immediate team and wider Launch team, whether it be in regular merchant engagement or within Regulated Industries as a vertical.Accomplishments:• Fastest Enterprise merchant launch including 10 unique stores in 24 days.• Multiple Large Account Brands - Kellogg’s - Nestle - Farm Boy - BirchBox - Marquee Brands• Building enablement and merchant facing assets such as The Fast Data Migration to Shopify document.• Developed Talk Tracks for Merchants in Launch - Shopify Admin + Shopify Plus Apps - Fast Data Migration on Shopify Plus - Search Engine Optimization & Shopify Plus - Go Live Strategies - Bonus Features and Shopify Payments - Time to Market/ROI on Shopify Plus• Pre-Sale Engagements to build tech confidence with Large Merchants.• Contributor to Merchant Re-Engagement Projects.• Contributor to internal onboarding Knowledge Management Projects.

Working within the Regulated Industries team pod at Shopify has meant I witnessed and was actively a part of the Cannabis regulated industry development at Shopify Plus for Canada/US. On Green Wednesday in 2018 we successfully launched on Shopify several Cannabis companies both private and Govt run operations online and in store locations. Accomplishments:• Worked to ensure smooth, efficient and on time launch of Retail or Online stores (Legal Producers, Legal Retailers and Govt).• Worked directly with two Govt Crown Corporations to launch both Retail (POS) and Online Stores.• Recommending best practices to merchants to protect sensitive Buyer data (PII).• Educating existing and new Shopify Plus Partners around technical aspects of data residency and Buyer PII solutions/best practices.• Directing Shopify Plus partners on technical implementation of stores and private app integrations for regulated merchants.• Reporting, troubleshooting and solving technical platform issues for merchants and internal teams specific to the regulated industries vertical.• Engaged in multiple internal projects to improve team operations and efficiencies.• Wrote and managed key playbooks for internal Regulated Industries Success and Launch teams.• Lead enablement projects internally to train 3 Launch Engineers to be able to work with Regulated Cannabis Merchants on Shopify Plus.• Lead the Launch team roll out and enablement for the Shopify Grow plan to train Launch Engineers how to onboard and launch these merchants within 30-day onboarding period.

Working with Shopify Plus merchants to launch amazing stores and experiences for every merchant.Whilst working in this role I expanded my already rich technical understanding of Shopify’s platform considerably and did enjoy tackling all manner of adoption obstacles with large merchants migrating to the platform.I was able to work with many notable brands including CoverGirl, Beauty Blender, Bullet Proof Coffee and The Hydropothecary all large brands who signed to Plus and under my launch guidance.My passion for customer success has drawn me to be involved in several great initiatives including the Churn Project team and MX-Social a project designed to align and bring together our MX service line teams.Accomplishments:• Worked with numerous large revenue ($25M+) merchants (mainly Magento Ecommerce) migrating to Shopify Plus.• Key focus was on time and on budget launches with Shopify eCommerce best practices.• Mentored and helped new team members onboard and get scale to service merchants.• Heavily engaged with launch process improvements including optimizing team meetings and day to day launch activities.• Worked with internal Business Operations teams to build new initiatives for Launch and MS.

Working with the customer success team at Smile.io to manage, launch and retain our largest MRR and GMV merchants. With a focus to build the internal team and their processes including tools/resources.Accomplishments- Identified through data analysis the major KPI for the success of our clients.- Ran a data analysis campaign over 3 months to prove the success hypothesis to be true.- Developed several creative/design embedded functionality to impact on the performance of two success indicators (KPI’s) we were driving for our customers.- Hired and trained a high impact retention team member.- Engaged on a monthly and quarterly basis 60+ Enterprise MRR merchants.- Mapped out a full customer success journey for our merchants.- Wrote and implemented a full customer success playbook for the team.- Worked with and retained our largest merchant valued at $1 billion USD.- Launched and retained our 3rd and 4th largest MRR merchants.

Working within Sweet Tooth's client success team I was in charge of all Enterprise Merchant loyalty projects and account management.Accomplishments- Record 23 individual Enterprise customer reward program launches in a period.- Launch company record MRR >$11k individually.- Launch team leader record of >$19k in a period.- Launch team leader record of 29 launches in a period.- Launched largest Enterprise Merchant at >$7k MRR.- Company record upgrade MRR in one month of >$7k.- Tracked MRR of >3k with legacy accounts. - Influenced and scoped out a full in-product launch process.- Hired and trained a high impact team member.- Built documentation and improved launch processes for our Shopify and Bigcommerce flagship product.

I founded and ran an ecommerce agency ‘Media Core The Web Specialists’ with two other directors beginning in 2005 right up until we sold (for profit) the business in 2015.My main role as Sales / Project Manager was to ensure all our projects ran smoothly and our clients smiled from start to finish.I also lead a team of 15+ expert professionals ranging from design, development, copywriting, marketing, PPC and search engine specialists to provide in-house and outsourced services to our clients.In 2009 I spear headed the rebrand of Media Core as a business with our chosen products (Magento / Joomla) and pushed our new brand to the forefront of Open-Source ecommerce development companies inside NZ. After launching dedicated hosting and support services inside NZ for Magento and Joomla websites our business growth accelerated rapidly. Shortly after 2014 we were able to sell the business for profit.This was a profound and life changing experience over 10 years that I take the best of to every prospective company I work for.

Ultimate Graphics NZ was a side project which became a fully fledged eCommerce business which I ran in my spare time.I implemented all my knowledge and past industry experience into this ecommerce site and it grew steadily.Since leaving NZ I have exited this business and the new owners are continuing to manage it.

Indepent commission sales agent for one world group - Residential and Business Sales - Team Leader - Sales Trainer