As a Customer Success Manager at Pendula, I successfully managed a diverse portfolio of enterprise customers, acting as their primary advocate and trusted advisor post-implementation. My efforts resulted in high customer satisfaction and loyalty, as I proactively identified risks and opportunities to maintain top-tier retention rates, thereby protecting and growing the existing revenue base. I played a key role in Pendula's revenue growth by spearheading the identification and development of… Show more As a Customer Success Manager at Pendula, I successfully managed a diverse portfolio of enterprise customers, acting as their primary advocate and trusted advisor post-implementation. My efforts resulted in high customer satisfaction and loyalty, as I proactively identified risks and opportunities to maintain top-tier retention rates, thereby protecting and growing the existing revenue base. I played a key role in Pendula's revenue growth by spearheading the identification and development of new business opportunities within the existing account base. My deep expertise in Pendula’s product suite allowed me to strategically guide customers toward their goals through tailored, scalable engagements. I consistently monitored and improved customer health metrics, leading to enhanced experiences and long-term success. Additionally, I developed and implemented a comprehensive relationship management framework that included regular status calls, quarterly business reviews, and detailed account planning sessions to ensure alignment with customer objectives. I also led customer onboarding and enablement initiatives, driving seamless product adoption and maximum value realisation. Furthermore, I created and refined best practices for customer onboarding, growth, and renewal, resulting in measurable increases in customer success and retention. Show less

As a Customer Success Manager at LivePerson, I was dedicated to engaging, retaining, and enabling enterprise customers to fully leverage LivePerson’s products and services to achieve their desired business outcomes. I played a pivotal role in advancing LivePerson’s Client Engagement Model, ensuring mutual success for both customers and the company. I took full accountability for assigned accounts, overseeing every aspect from onboarding to renewal, while anticipating customer needs and… Show more As a Customer Success Manager at LivePerson, I was dedicated to engaging, retaining, and enabling enterprise customers to fully leverage LivePerson’s products and services to achieve their desired business outcomes. I played a pivotal role in advancing LivePerson’s Client Engagement Model, ensuring mutual success for both customers and the company. I took full accountability for assigned accounts, overseeing every aspect from onboarding to renewal, while anticipating customer needs and proactively mitigating risks throughout the customer lifecycle. By establishing strong, trusted relationships with decision-makers, key influencers, and day-to-day contacts, I was able to drive usage and adoption, enhance return on investment, and deliver on customer expectations. I skillfully navigated and utilised tools, processes, and systems to measure and report on customer experience, health, product usage, and outcomes. My efforts inspired change within customer organisations, promoting the adoption of best practices, thought leadership, and strategic recommendations for the successful implementation of conversation solutions. Through my deep platform expertise, I also developed compelling customer references and case studies, showcasing the impactful results achieved by my clients. Show less

As an Account Executive (Campaign Manager) at SEMA, I collaborated closely with clients and internal stakeholders to ensure the seamless, on-time delivery of client campaigns. My role involved managing every aspect of the campaign process, from initial planning to final execution, ensuring that all client expectations were met or exceeded. I proactively identified and capitalised on upsell and cross-sell opportunities within my assigned accounts, contributing to revenue growth while also… Show more As an Account Executive (Campaign Manager) at SEMA, I collaborated closely with clients and internal stakeholders to ensure the seamless, on-time delivery of client campaigns. My role involved managing every aspect of the campaign process, from initial planning to final execution, ensuring that all client expectations were met or exceeded. I proactively identified and capitalised on upsell and cross-sell opportunities within my assigned accounts, contributing to revenue growth while also fostering strong relationships with both existing and new clients. Through my efforts, I consistently delivered successful campaigns that drove business results and client satisfaction. Show less

As a Project Manager at Vocation, I served as the primary point of contact for clients, ensuring a seamless experience throughout the entire account lifecycle, from sign-up to project completion. My focus was on managing student projects with the goal of efficient and timely completion. I was responsible for overseeing all aspects of allocated projects, ensuring they were managed within approved budgets and adhered to agreed Service Level Agreements (SLAs). My efforts ensured that projects were… Show more As a Project Manager at Vocation, I served as the primary point of contact for clients, ensuring a seamless experience throughout the entire account lifecycle, from sign-up to project completion. My focus was on managing student projects with the goal of efficient and timely completion. I was responsible for overseeing all aspects of allocated projects, ensuring they were managed within approved budgets and adhered to agreed Service Level Agreements (SLAs). My efforts ensured that projects were delivered on time and to the highest standard, consistently meeting or exceeding client expectations. Show less

As a Student Administration Officer at Navitas, I was responsible for supporting the administration and ongoing management of assigned education programs. I served as the primary point of contact for both clients and students, ensuring smooth communication and coordination throughout the program delivery process. My role involved managing all administrative aspects, including registration, scheduling, course materials, and maintaining student files and records. I also handled student and… Show more As a Student Administration Officer at Navitas, I was responsible for supporting the administration and ongoing management of assigned education programs. I served as the primary point of contact for both clients and students, ensuring smooth communication and coordination throughout the program delivery process. My role involved managing all administrative aspects, including registration, scheduling, course materials, and maintaining student files and records. I also handled student and business evaluations, addressed grievances, and managed withdrawals, cancellations, and completions. Additionally, I oversaw student enrolments and schedules, ensuring compliance with Apprenticeship Centre requirements and funding criteria. My responsibilities extended to updating database records, monitoring student attendance and assessments, and providing support to Trainers, the Operations Team Leader, and the Sales Team. I effectively communicated with both internal and external stakeholders to ensure the successful delivery of education programs. Show less

At the Royal Academy of Dance, I held a dual role as a Faculty of Education and Marketing Coordinator. I was responsible for coordinating the Academy’s Certificate in Ballet Teaching Studies course, overseeing everything from sales and enrolment to project management and scheduling. As the sole nationwide point of contact, I ensured that students had a seamless experience throughout their journey with the Academy.In addition to my educational responsibilities, I managed the Academy's… Show more At the Royal Academy of Dance, I held a dual role as a Faculty of Education and Marketing Coordinator. I was responsible for coordinating the Academy’s Certificate in Ballet Teaching Studies course, overseeing everything from sales and enrolment to project management and scheduling. As the sole nationwide point of contact, I ensured that students had a seamless experience throughout their journey with the Academy.In addition to my educational responsibilities, I managed the Academy's marketing and advertising efforts. This included creating publications using Microsoft Publisher and Photoshop, maintaining and updating the Australian website, and coordinating advertisements across various marketing platforms. I also organised and coordinated promotional exhibitions, ensuring the Academy’s presence was effectively represented in key markets. My role required a blend of project management, customer service, and creative skills to support both the educational and marketing objectives of the Academy. Show less