• Led customer success management efforts for a portfolio of USD $23M software annualized recurring revenue, focusing on driving business growth and retention through a customer-centric approach.• Provide partners with success play motions to develop their adoption practices and enable successful partner delivery of targeted engagements.• Execute best practice engagements with targeted partners utilising cross functional and SME resources.• Managed customer success initiatives… Show more • Led customer success management efforts for a portfolio of USD $23M software annualized recurring revenue, focusing on driving business growth and retention through a customer-centric approach.• Provide partners with success play motions to develop their adoption practices and enable successful partner delivery of targeted engagements.• Execute best practice engagements with targeted partners utilising cross functional and SME resources.• Managed customer success initiatives, overseeing implementation, licensing, risk assessment, and technical enablement processes to enhance customer engagement and experience.• Analyzed customer adoption rates, resulting in a 43% reduction in renewal risk and implemented benchmarking strategies to measure and improve customer success metrics. Show less

• Led a high-performing team of 14 members across multiple business units, fostering collaboration and reducing processing errors.• Developed strategic initiatives to enhance team accountability and ownership, resulting in a positive work culture.• Partnered with Sales Management to design and maintain comprehensive reports tracking sales targets and customer satisfaction metrics.

• Led Sales Support and Maintenance teams to achieve internal metrics, fostering skill development and resolving escalated issues.• Oversaw preparation of sales agreements, quotes, and proposals, building strong vendor relationships for optimized pricing.• Managed daily purchasing requirements for clients and company, ensuring accuracy of inventory system.

• Supported the Area Manager in the Northern Territory with day-to-day tasks and compiled corporate reports, strategic plans, and human resources growth plans.• Organized major events and fundraising functions, as well as developed and communicated media articles for various activities and workplace changes.• Coordinated all human resources activities for non-recoverable positions in Brisbane, including pre-employment medicals, rostering, and onsite inductions.

• Supported Executive Management team by maintaining account management plans for clients.• Attended client meetings with Managing Director and prepared executive summaries.• Implemented company policies and procedures in line with Fair Work Act and QLD Legislation.

• Operated Navy's telecommunications systems and equipment for communications spectrum.• Performed visual communications and maintained operational security.• Managed information technology and information management tasks for Royal Australian Navy.