Fiona is sailing. Insta: @fiandadrian - @fionalouisem - @berniethespanielBlog: www.fiandadriansailing.comFiona has over 18 years experience in the ICT Industry, most recently as the Customer Care Manager for Australia and New Zealand at Avoka Technologies (now Temenos).Key skills:- Able to foster and maintain great vendor/customer relationships at all levels of an organisation- Able to mentor and effectively manage staff to achieve desired outcomes- Ability to explain complex technical concepts to non-technical stakeholders and ensure their understanding and buy in- Managing conflicting priorities across a large customer base, whilst managing expectations- Ability to understand complex business requirements and translate to technical requirementsFiona began her career in Software Development, progressing quickly to Business Analysis and Project leadership roles. In her 9 year tenure at Avoka, along with managing numerous customer projects, Fiona has influenced several major advancements in Avoka’s growth, such instigating and driving the global customer success program, instigating and driving the improvements to the customer support processes and increasing the overall company awareness that "Customer Success" in the SaaS space is imperative not only for customers to be successful, but also for the SaaS organisation itself to be successful. Fiona is also heavily involved in mentoring support and success staff across Avoka in the US, the UK and here in Australia. Fiona thrives in an environment where her organisational skills, friendliness and desire to always look outside the square at new opportunities are fostered. Fiona compliments her experience with a Masters Degree in Information Technology, an Information Technology Diploma of Professional Practice and a Bachelor of Science in Computing Science.