Claire Williams Email & Phone Number

Sydney, New South Wales, Australia

Wow! What a role, what a company. I have the joy of being intimately involved in all aspects of running a high-performance Sales Operations Organisation. From strategic planning for first-in-company sales transformation initiatives to rolling up my sleeves to look deep into operational data to make key decisions for the ANZ Business; this role is all-encompassing. Combine this with leading an amazing team of Sales Operations Managers and Analysts who are smart, resilient, and professional business partners for our Sales Team and I am the luckiest Ops Director I know!

Sydney, New South Wales, Australia

Accountable for leading the overall performance of the Netregistry division (including Netregistry, Melbourne IT and Domainz brands) within the group. This includes PnL responsibility for all new Sales Revenue through the sales team for the division, the operations of Customer Care functions and the performance and managemet of the customer supporting infrastructure and IaaS platforms.

Sydney, Australia

Responsible for Customer Care, including customer administration, technical support services and customer advocacy / executive escalations for Arq Groups’ SMB Customer base.•Complete PnL responsibility of the Renewals Revenue for Domain names, Hosting, Email services etc as wel as leadership of 6 leaders, spanning 4 teams, 3 geographies, and over 200 team members, including (via our BPO) our level 1 team in the Philippines•Ownership for SMB Customer Care Go To Market strategy, planning and execution.•Leading operational efficiency programs of work across 3 fundamental areas: Process improvement, technical capabilities and communication skills to positively impact customer experience. •Utilising leading and lagging indicators across Omni-channel Contact centre to demonstrate ROI. •Developed Care Leadership program to increase employee engagement scores across Sydney and Melbourne•Contract negotiations and vendor / relationship management with BPO

Sydney, Australia

Responsible for ensuring the Go To Market (GTM) strategy is executed through to delivery within the SMB organisation.Ownership & Delivery of the Business Operations 5 year strategyLeads high performing team responsible for:o Sales planning and analysis (target setting, commissions) o Sales performance metrics reportingo Business Intelligence and analyticso Salesforce enablement and planningo SMB on-boarding and inductiono Programs of work that increases Sales or Customer Service efficienciesLed program of work to redesign Sales Organisation to align to strategy, including functional organisation redesign, new target setting methodology and commissions structure

Sydney, Australia

This was an amazing stretch assignment during a time of transition and transformation at the end of 2016 and early 2017, to ensure Melbourne IT Group SMB teams delivered the numbers in 2016 and hit the ground running in 2017. This stretch assignment involved leading the Netregistry, Melbourne IT, WebCentral, Domainz and TPP Wholesale Sales teams through the end of a successful year. Developed the 2017 Sales go-to-market strategy with key stakeholders across the business to ensure strong year on year growth. Continuing in the role of Sales Operations Director during assignment. See the full year Melbourne IT Group results in the link, which include the SMB numbers.

Sydney, Australia

Successful Sales Operations Director, leading both SMB Direct and Indirect Operations at Melbourne IT Group. Enabled team members to deliver data, insights and recommendations to the sales organisation which resulted in increased sales efficiency and effectiveness. Aligned 70+ Sales representatives, across 4 brands in 3 geographies onto one target setting methodology and commissions structure. Steering Committee member for Integration and Migration of acquired brands. Ingrained solid operating rhythm into the "leads to opportunity to sales" end to end process. Active and vocal within the Innovation group. Transitioning from legacy CRM systems onto Salesforce Lightening.

Sydney, Australia

Acting in the role of Operations Director with complete country-level sales operations responsibility expected in a global company. Key member of both overall ANZ Leadership team and APJ Sales Operations Leadership team. Managing team members in multiple disciplines of Sales Operations; Sales Planning, target setting and Analysis team, Business Management System (BMS) and insights, Operations specialists and program managers in Commercial, Retail, Partner and Distributor operations. Accountable for support organisations including data entry and customer care teams.

Sydney, Australia

Highlight of key skills and deliverables: Go To Market strategy & execution Customer Experience programs and deliverablesBusiness Management System (BMS) creation for sales hygiene metricsComplex project and program management (international and cross-functional teams) Sales and sales support process improvementTrusted advisor to sales leadership team

Sydney, Australia

Time taken out of the office to take care of my family

Sydney, Australia

Highlight of key deliverables and skills gained: All aspects of people and performance management, Process review, design and improvement, Program management, Sales incentive program design and measurement Stakeholder management & executive level communication

Sydney, Australia

Key deliverables and skills gained: Project & Program management Sales productivity improvement initiatives CE initiatives

Sydney, Australia

Key deliverables and skills gained: Process review and improvement initiatives based on metric analysis Understand sales productivity roadblocks and work with cross-functional teams to resolve

Sydney, Australia

Held various positions within Dell Australia Sales Operations, with achievements in: Delivering exceptional customer service to Small / Medium Enterprise customers (2002 - Customer Service role) Re-trained contact centre teams based in Bangalore, on process, customer service and SLA adherence. (2004 - Stretch Assignment)