Responsible for ensuring customers effectively utilise SPM Assets products. This involves crafting, implementing, and executing training programs aimed at maximising customer satisfaction and proficiency with the software. This role also requires creating and maintaining online courses and training materials, as well as delivering engaging and effective training sessions.Simultaneously, as the Software Release Manager, my role oversees the smooth transition of software releases into production. This involves coordinating closely with various teams involved in the release process, such as development, testing, and operations. This includes managing release schedules, ensuring proper testing procedures are followed, and facilitating effective communication among stakeholders.

- Certified Customer Success Manager (Level 1-4)Key responsibilities:- Spent time with customers to drive business value, understand their pain points and provide effective solutions to their challenges- Defined customers strategies to generate short and long-term customer success and growth- Supported on-boarding of new customers at go-live to ensure successful platform activation and continued adoption- Provided after-sales support to retain customers and to drive usage- Determined customers who are at risk of leaving and develop a plan to engage and delight them- Proactively promoted new products/services to existing customers and maximised cross-sell and up-sell opportunities- Provided daily updates of the sales CRM system (HubSpot) with accurate customer and pipeline data; ensuring data health and data enrichment is an ongoing process- Delivered product demonstrations and training sessions (virtually and on-site) within New Zealand and Australia.- Support other parts of the business with their customer/prospect demo’s as and when required

About the Company:Software of Excellence (a Henry Schein company) is a world leader in dental practice management software and best practice consultancy; continuously innovating to help our customers attract and retain patients, gain treatment plan acceptance and manage patient relationships.Key Responsibilities:• Deliver onsite and remote training to customers across New Zealand.• Develop and organise training programs to meet specific training needs.• Create course materials and other documents like handouts, exercises and manuals.• Evaluate the effectiveness of training programs and learning outcomes using online exams and surveys.• Maintain records of the students performance.• Work with our Technical Writer to produce, update and improve training material.• Generate monthly reports of training carried out across the country.• Preparing the learning environment and resources, including setting up IT equipment.• Organize travel arrangements and coordinate training schedule with customers.• Responsible for database setups, software configuration and installation on-site or remotely.• Liaise with third party IT Companies responsible for the customer IT infrastructure and dental equipment.• Inform Testers and Developers of any faults or issues encountered during software installation.Major Achievements:• Ability to work autonomously within a larger team.• Manage complex assignments within agreed time frames.• Experience in project coordination.• Excellent communication skills and technical ability.• Ability to work in different environments.• Developing peer networks to keep abreast of current thinking and training trends.

Key Responsibilities:• Service desk for practice management software, providing technical support for customers throughout Australia, New Zealand, Singapore, Hong Kong and Chile.• Answering incoming support calls and emails to meet SLA, logging all cases within a CRM system.• Providing remote and onsite training to new practices or those requiring further training.• Identifying software, hardware, and network issues to resolve or pass onto appropriate party for support.• Logging software bugs via Mantis with the development team and testing new versions.Major Achievements:• Improved technical acknowledge when troubleshooting, logging and tracking software bugs and working through resolution with developers and testers.• Deployed a positive customer service experience by supporting Exact application by ensuring all requests and issues are resolved, addressed or escalated appropriately.

Key Responsibilities:• Log customer phone calls and emails on Remedy CRM following the ITIL guidelines in compliance with SLA’s time frames.• User Administrator in server 2003 and 2008 windows environments which involves creating AD and Exchange accounts, modifying group memberships and granting access to network resources via AD.• Utilization of Remote Tools to push out applications, rebuild machines, and provide remote desktop support.• Management of distribution lists and public folders.• Develop and maintain documentation about client processes and procedures.• Assisting users with email archiving, storage limits, mailbox permissions and sharing calendars.Major Achievements:• Being confident supporting enterprise applications across the government sector.• Ability to apply appropriate priority or escalation procedures to customers issues.• Exceed customer service expectations.• Became familiar with Microsoft core products and applied my knowledge learn on AMES IT Academy.• Built strong communication and problem solving skills in a demanding environment with heavy customer interaction.• Maintained a solid understanding of relevant Service Level Agreement (SLA) in relation to the client SLA targets (e.g., in-scope work, response times, hours of operation, penalty clauses etc)• Assisted in the development and implementation of new or improved service delivery strategies and initiatives and ensure that knowledge is transferred and shared within the team.

Key Responsibilities:• Installed, configured and trained hotels in the use of Internet Distribution Software to allow them to manage rates, inventory and inclusions simultaneously from our system, know as Channel Manager.• Responded to customer queries over the phone or email.• Log customer phone calls and emails on Remedy CRM following the ITIL guidelines in compliance with SLA’s time frames.• Keep relevant documentation up to date and regularly reviewed.• Liaise with industry partners.Major Achievements:• Ability to communicate in user-friendly language to non-technical users but switch to the technological jargon in the appropriate environment.• Improved my troubleshooting skills and the ability to identify and understand technical issues.• Deployed a positive customer service experience.