Kailash Ram Vedanayagam Email & Phone Number

Melbourne, Vic, Au

Australia

Melbourne, Victoria, Australia

Australia

Melbourne, Victoria, Australia

Strategy Leadership: Led Customer Success strategies aligned with thecompany's vision, resulting in increased satisfaction and delight amongschools. OKR Implementation Leadership: Orchestrated the successful implementationof quarterly Objectives and Key Results (OKRs) company-wide.Leadership Excellence: Orchestrated high-performing teams by harnessingindividual strengths, bridging operational gaps, and driving peakperformance. Customer Partnership: Acted as a vital bridge between customers and theProduct team, translating customer pain points and insights into features thatdrive impact for schools globally.Product Alignment: Closely collaborated with the Head of Product to ensurethe product roadmap aligned with the customer's (enterprise and singleschools)needs and company objectives, making valuable contributionsduring the development phase.Data-Driven Decisions: Established data-driven decision-making processes byimplementing metrics such as NPS/CSAT, Health Scores, TTV, and more viasystems such as Custify, Jira, Clipfolio, Monday.com, etc.Systems Transformation: Oversaw the transformation, scalability, andautomation of systems, enabling seamless transitions from individual schoolsuccess to enterprise-level achievements. Churn Management: Successfully maintained a churn rate below 3% acrossthe organisation, ensuring consistent customer retention.

Melbourne, Victoria, Australia

EdSmart is about enabling schools to automate routine processes, build community engagement, optimise operations and communication, control and secure data, and create a working model for a more sustainable future. My responsibilities include:1. Oversee and manage Support and Success teams for exceptional customer experiences.2. Drive renewal and upsell strategy for existing customersManage customer onboarding and health checks.3. Plan and execute annual team plans to increase productivity, streamline processes and overall team performance.4. Monitored progress and provided regular updates to senior leadership, ensuring alignment with company goals and objectives.5. Collaborate with cross-functional teams to successfully deliver EdSmart for enterprise contracts (Department for Education South Australia, Brisbane Catholic Education).6. Implementation of Custify (CRM) to measure customer health, create playbooks and lifecycles to automate and create new processes across the organisation.7. Advocate for customers during product roadmap discussions8. Deliver self-help tools such as EdSmart Academy, Help-Centre and co-ordinate customer training.

Melbourne, Victoria, Australia

EdSmart is about enabling schools to automate routine processes, build community engagement, optimise operations and communication, control and secure data, and create a working model for a more sustainable future. My responsibilities include:1. Developed EdSmart Academy, a self-paced e-learning platform to teach users how to use the EdSmart SaaS2. Trained schools directly in the use of EdSmart, tailored to different learning stylesPlanned and delivered the rollout of EdSmart to customers, facilitated onboarding for new schools, and provided support during trials3. Conducted periodic customer health checks and resolved service requests, documented cases, and updated training materials and knowledge base articles4. Collaborated with various departments on large projects and communicated effectively with customers via phone, email, and online support tools to provide a WOW experience.

Melbourne, Victoria, Australia

-Teaching students to drive-Upselling lesson packages to fit student needs-Identifying pain points and resolving student issues -Assessing student driving ability-Accompanying student for driving test-Organising weekly schedule-Managing business income and expenses

Melbourne, Victoria, Australia

-Managing all ImpactPay clients-Setting up CRM (Salesforce) and procedures to manage clients-Keeping track of client journey and using proactive measures to manage client needs-Maintained and resolved client issues via Intercom-Provided company updates via Mailchimp-Creating FAQ articles and developing Knowledge Base via Confluence-Test New Features, document and report bugs-Managing client content via Contentful-Managing social media marketing-Created and Delivered Test Apps to focus

Melbourne, Australia

Melbourne, Australia