In this role I have worked along side a team to deliver better digital experiences for PaperKite clients, the core accountabilities have been:Client engagement and communication: As the primary client contact I facilitate cross-functional teams to deliver better digital experiences.Delivery planning, casting and reporting across multiple projects: I support the project delivery teams by planning and managing team resources, to ensure smooth, successful delivery of a… Show more In this role I have worked along side a team to deliver better digital experiences for PaperKite clients, the core accountabilities have been:Client engagement and communication: As the primary client contact I facilitate cross-functional teams to deliver better digital experiences.Delivery planning, casting and reporting across multiple projects: I support the project delivery teams by planning and managing team resources, to ensure smooth, successful delivery of a project.Financial management and championing project management process: I prepare reports, invoices, and forecasts. I champion processes that promote excellentculture and practices.PaperKite’s vision and values: I align my work with PaperKite’s purpose of making a positive impact on people’s lives through sustainable digital experiences.Professional growth and learning: I seek to improve your skills and knowledge in delivery methodologies, direction, leadership, and facilitation. Show less

In this role I managed a team of 8 Customer support team members who were spread across both New Zealand and the Australian offices.I was accountable for KPI's such as response time to customer messages and return phone calls, defining the size and structure of the customer support team, ensuring that we were using the correct software tools that empowered our support team to service customers, reporting trends and changes to the Chief Operating Officer

A new role which I created along side the Optimal Workshop CPO and CTO I was tasked to address the backlog of customer reported and internally raised bugs / debt items. I created all processes and set up the tool workflows that enabled myself and a rotating development pair to remediate the accrued backlog, once all issues on this had been addressed we were able to dig deeper and solve problems which slowedour development teams down or work on adding new minor features /… Show more A new role which I created along side the Optimal Workshop CPO and CTO I was tasked to address the backlog of customer reported and internally raised bugs / debt items. I created all processes and set up the tool workflows that enabled myself and a rotating development pair to remediate the accrued backlog, once all issues on this had been addressed we were able to dig deeper and solve problems which slowedour development teams down or work on adding new minor features / enhancements.In addition to managing delivery of bug remediation I acted as a point of connection between our development squads, marketing teams and researchers to customers by helping facilitate research sessions and supplying user groups who will be best placed to answer specific questions based on their profile across our customer segments, or knowledge of the type of ways customers utilised our SaaS platform. Show less

A split role that covered key account management as well as leading the wider Customer Success faculty at Optimal Workshop.Faculty leadership:I was accountable for the overall performance of the Customer Success Managers who supported our team account clients, creating resources, providing training, fostering continuous improvement and supporting my staff where needed to achieve team KPIs and quarterly revenue goals.I also lead the support agent team who responded to our free… Show more A split role that covered key account management as well as leading the wider Customer Success faculty at Optimal Workshop.Faculty leadership:I was accountable for the overall performance of the Customer Success Managers who supported our team account clients, creating resources, providing training, fostering continuous improvement and supporting my staff where needed to achieve team KPIs and quarterly revenue goals.I also lead the support agent team who responded to our free and individual users, helping to compile reports on intercom responsiveness, setting KPI standards and ensuring quality checks across the teams responses.I was accountable for ensuring that the 15 key enterprise accounts were enabled and active with their licences. I would run training and support end users with projects they utilised our tool set for while providing advice on dataset analysis and reserach study setup as required. I also managed the relationship at the purchaser level, providing reports and keeping informed of organisation changes on the client side to ensure that I could support my point of contact with anything required to help their team shine while using our software. Show less

I work with my customers to ensure they can get the most value out of our tools.From pre-purchase to on-boarding, though to imparting tips and tricks I partner with our users to make the most of Optimal Workshop and be successful in their research practise

I was accountable for supporting and renewing team accounts of 3-7 across AUSPAC and North America regions and reported to the faculty lead of Customer Success.I would contribute to pre-sales training, onboarding, help a new team adopt and measure usage. I would also contribute to weekly webinars, churn and revenue planning, creating and running engagement campaigns and would support our front line support team members where needed.

As a front line support team member I was accountable for response times to free, individual and small team clients (2-3).I would run webinars, attend conferences and generally be an ambassador and super user of the Optimal Workshop toolset.