After decades in the process-management game, we know that successful businesses prioritise process – and never stop looking for better ways to do the job. Defining, refining, and continually following processes are key – and we know how to make that happen in your business. With a focus on intuitive, user-friendly solutions for smaller businesses, we do process different. You won’t just record existing processes but continue refining them to maximise efficiency. It’s about finding the best ways to manage workflow, which boosts every part of your business.

Document and evaluate business processes, anticipating requirements, uncovering areas for improvement, and developing and working with key stakeholders and team in implementing solutions. Performing requirements analysis and communicating insights and plans to cross-functional team members and management.

As the Director of Customer Success, I'm responsible for delivering strategic vision to the business and identifying new and innovative approaches to customer onboarding, adoption and advocacy through active use of the Nintex Promapp product. I manage a global team from New Zealand, with teams situated locally as well as in Australia, the UK and the US. I have enjoyed applying my knowledge and drawing on my expertise to contribute to Promapp, a fast growing SAAS company, and helping to establish and grow it into a best-in-class global customer success organisation.

Developed a client referral mechanism for use by all internal stakeholders. Developed a SharePoint demo site to assist the Sales and Customer Success teams while demonstrating Promapp integration points to prospects. Developed a Customer Happiness Index to identify possible Weak and At-Risk customers. Developed strategies for dealing with At-Risk and Weak clients, thereby reducing customer churn from 13% to 5%. Developed comprehensive reporting on team and customer performance. Was instrumental in changing all customer-facing documentation related to User Groups, Bootcamps, Certifications, Refreshers and Train-the-trainer sessions.Created and updated team processes. Set up a reporting structure for all Customer Success Managers. Created and refined handover process from Implementer to Customer Success Manager. Created a methodology on critical success factors to ensure customer engagement. Effectively managed the team's workload to focus on business-critical events or processes. Created an effective KPI tracking mechanism supported by data analysis.

Responsible for a significant increase in services/implementation revenue year-on-year. Responsible for coaching/mentoring of client organisations to successfully deliver business improvement and compliance programmes. Defined and implemented a Client Relationship Management plan significantly improved client relationships, reduces client attrition and maximised ROI for Promapp clients. Defined a suite of implementation packages and methodologies to customise implementations to clients’ needs. Audited and recommended changes to considerably improve the quality and content of Promapp’s company processes. Set up and established operating rules for the use of Microsoft Dynamics CRM. Implemented Exchange Online for internal use. Implemented SharePoint Online for internal use.

Gathering user requirements as a Business Analyst for the PARS (Policy Administration Rewrite) project. Documented the end to end business processes by using Promapp.

Managed a team of business analysts responsible for supporting the in-house development of a financial tracking and reporting application called Tyrus. My primary focus was the support, maintenance and development of the Tyrus application.

Managed software development projects. Oversaw the Software Development Life Cycle and assisted in the creation of standards and methodologies that were implemented.

In conjunction with the Systems Architect, designed the look and feel of the system and enhanced the user experience by creating a standard for the functionalities of the applications.

I was primarily responsible for the development of an investment reporting system. I also assisted with the reviewing and improving of IT and business processes, and developed the following modules:- Bank statement import module - Cash allocation work-flow module- Intranet statement retrieval system - Monthly commission and debit order collection module - Admin reports and report generation module - South African Revenue Service's interaction module