I work in the education team within Readytech, delivering student management and learning management products. Our environment is highly dynamic and fast-paced environment, and I lead the end-to-end onboarding and implementation of multiple SaaS projects. My role involves coordinating with education, customer success, support and sales to ensure seamless integration, customised solution that meets client-specific needs, and drives the successful adoption of new product features. I manage multiple projects simultaneously, and ensure that each deployment is efficiently executed, delivering both immediate and long-term value to clients while maintaining the Readytech culture of service and social responsibility.My role includes:• Onboard multiple, concurrent customers across the complete student lifecycle, from application to award.• Deliver live, face-to-face and online customer coaching and training sessions in an engaging, approachable style.• Train and educate new team members on the product suite, customer training delivery model, and onboarding processes.• Define and manage project scope, set client expectations, and track risks and timelines.• Coordinate migrations from competitor products; liaise with third parties about their data migration including field mapping, provide expertise on integration configuration, and offer solutions to roadblocks.• Write fresh and engaging educational materials, such as user guides, video tutorials, and interactive modules, tailored to resonate with customers and support their learning journey.• Keep education materials relevant, accurate, purposeful, and user-friendly.Drive product adoption in key areas:• Curriculum planning and timetabling• Student finance including tuition, loans, payment plans and other educational expenses• Institutional and regulatory compliance to meet government reportingAwarded 'Employee of the Quarter'

Delivering student management solutions across Australia and SE Asia

Delivery of marketing integration from Callista through to Oracle Service Cloud onto Salesforce Marketing to improve student recruitment. This activity included complex and technical integration between three platforms.I have been able to leverage my experience of student management systems to ensure that all three platforms offer best-of-breed services to Murdoch University, with each ensuring that prospects are given timely and accurate information, that lead enquiries are nurtured into applications, and that applications are efficiently and accurately converted into offers.

Kehoe Consultancy offers CRM and CX design, planning and implementation specialising in the delivery of solutions for higher education. I provide consultancy, change management, business strategy and governance, solutions architecture, business process improvement, infrastructure design and project planning.

Contract role to help promote the Arinum portfolio of solutions, explain their product offering and project management methodology and nurture relationships with our clients, partners and Oracle.The sales role was a new direction for me and I was delighted to have Arinum help me grow and develop.

Working the Ekulus management team to understand the client expectations, define the requirements and manage delivery, leveraging my 14 years of Oracle Service Cloud product knowledge. Working with the team of developers and consultants to ensure that we're delivering on time and on budget.As Principal Consultant my role was to provide the sales-to-service transition, enabling the vision of sales team into delivery.• Developed an international recruitment plan for Victoria University• Statistical analysis of domestic student recruitment for La Trobe University

My first sales true sales role where I was the key account manager for higher education servicing the northern states; NT, Queensland, NSW, and ACT. During this time, I was responsible for account expansion or renewals and providing leadership on the direction of Higher Education within Australia. • Created a territory plan for each state• Developed an account strategy and relationship plan• Provided statistical analysis to support institutional improvement• Defined the vision and roadmap for the coming year

Contractor to TAFE NSW through Red Rock as a functional consultant to develop and implement R2.x student management.In this role I supported TAFE NSW for the initial implementation, design, and development of the student management system (SMS) and student enquiry system, student portal, various integrations, and reporting.• Fit-gap analysis of the legacy system and alignment with the DXC Red Campus solution; to clarify what effort would be configuration and what would require customisation• Take the functional requirements from TAFE NSW and build work packages and then into build items for each sprint• Deliver functional design documents in support of the TAFE NSW requirements for student enquiry management• Support the interdependencies between the various work streams and work packages so that the various implementations met their delivery schedule• Lead workshops to validate business requirements and showcase functionality from prototype to completed work packages• Support unit testing of the delivered work packages• Document the work packages, workshops, showcases and functional requirements• Provide cut-over and implementation plans for TAFE NSW BAU team• Work with all levels of the TAFE NSW delivery and management team to ensure that R2.x could be successfully implemented

Contractor to Swinburne University to assist in the delivery of their whole of University, ‘Customer One’ project to improve their student experience services.In this role I was given a number of projects to facilitate the institutions ambition:• Enrolment, Under load, graduation, and fees automation for both domestic and international students• Development of a lead management solution for the industry solutions department. This integrated with marketing segmentation and outbound campaigns using email, social and SMS. We developed a unique interface to allow the University to sell short-courses to businesses with a strong commercial focus.• Insourcing Hobson’s; this is a common project for Universities and Swinburne took the opportunity to insource at the end of their renewal. The process included data imports and validation (address validation and data quality), migration of interactions, transaction of functionality across the ‘Customer One’ implementation to deliver on the stakeholder requirements and standing up the first four weeks of campaign delivery• Knowledgebase improvements; fine-tuning the results to tailor for future and current students

Delivery of a range of service improvements for student recruitment and the student contact centre. The work was primarily to make incremental, agile changes to their existing services with reportable change/response.Melbourne University took a statistical approach to student experience, ensuring that change could be measured. As an institution, they were fearless in their desire to improve while being able to measure risk with detailed reporting.

This was a fixed deliverable to implement a wide-ranging admissions process from application through to orientation. I delivered the student experience side of the project and mapped the integration with the back-office PeopleSoft implementation.The implementation brought together a wide range of disparate systems that didn’t function well together under a single platform.• Fit-gap analysis of the different platforms, products, and solutions to understand their current limitations• Ground-up design of an admissions system including a complex application process to give prospective students a seamless process from enquiry to offer (including conditional, unconditional, and packaged offers)• Automated assessment of international students against equivalency tables to offer advanced standing• Automated scholarships, grants and financial aid selection integrated into the application and offer processes

Co-delivery with another Oracle Gold Partner (Magia Solutions) to implement a whole of University rollout of all student-facing contact points from future student, current student, and alumni. The implementation covered 500+ users across three campuses around Tasmania delivered in 5 months.As with Adelaide University, this scale and scope of project represents the gold standard of what Universities want from their student experience offering the widest possible improvement utilising every facet of CX.

Delivery of a sales contact centre including CTI integration, solution advisor training of second year students. The University was struggling with a short fall of accepted offers and needed a quick response to help improve the student intake.• Development of a sales contact centre solution within 4 weeks• Integration with Callista to take application and offer data• Tracking of student engagement across the lifecycle of the application / offer process• Statistical analysis of sales centre activities to revise the solution engagement

Delivered a range of solutions to Curtin University as a contractor through CRMNow and DXC Red Rock.The implementation covered a wide range of smaller projects that the University sought to bring together under and single project. The project covered the following areas of institutional improvement:• Students at risk; a key project for Curtin University that measured risk against students, mitigation planning, counselling, mentoring and risk reporting• Integration with the back-office student systems; Student One, Blackboard and OASIS• CTI Integration• Student mentoring program (as separate from the risk management solution)• Campaign communication management for future students• Student wellbeing (Equity) self-identification management including form delivery and response workflow• Student orientation management to manage the first weeks of student life

My company designed and delivered a whole of University rollout to all student facing contact points and for all future and current students delivering services to 650+ staff.In terms of student experience, a whole of University CRM/CX implementation is the gold standard of what Kehoe Consulting offers delivering positive institutional disruption that services the widest possible number of students.• Tracked costs, risk, and time against budget, reported back to the board the project status• Identify quality issues and mitigate risks to the projects scope• Managed a team of consultants that Kehoe Consulting trained• Liaised with all levels of the client, project sponsors and stakeholders• Included implementing services to support the MBA program delivered in 8 weeks

I was fortunate enough to work with the team that left UNE at a time when NSW implemented Tribal. The Tribal implementation failed to deliver on so many levels that NCT decided to implement the missing functionality to ensure that they were still able to enrol students. Amazingly we delivered a solution in 6 weeks that covered the missing functionality and after 3 months found that we were able to increase student numbers as the other regional TAFE’s lacked the progressive and aggressive delivery model• Implemented a student admissions system in 4 weeks• Delivered integration with a system that had little or no supporting documentation• Extended the solution to encompass employer enrolment through a portal and support centre

This was a part-time role to improve student recruitment and carry out some basic system improvements following a previous implementation that hadn't achieved the success the University had hoped.The work was also featured at the Higher Education User Group conference the following year.

First client through my own company and a number of projects ranging from small to enterprise wide. Delivery took 8 months and established my company’s reputation in Higher Education.• Delivery of the integration between the back-office products and the Squiz CMS system; including the integration between content management system and knowledgebase system• Development of CMS governance and policy documents for the University• Integration with TRIM and Moodle and the CMS

Contracted to deliver a range of projects to La Trobe University, including an award-winning Aspire early admissions program, current student contact centre, future and current student knowledgebase and student SMS services.• Developed a national recognised Aspire early admissions program for Year-12 students, taking the cohort from 400 to 2,200 students. This included each stage of the process from engagement, application, assessment and offer• Improvements to both future and current knowledgebases; the improvements included process improvements to ensure that the deliver was clear about what the knowledgebase served and what was serviced by the content management system

• Project manager to a charity based in Bangkok, Thailand with a budget of $900,000• Designed and delivered project documentation• Tracked costs, risk and time against budget, reported back to the board the project status• Provide weekly and monthly reports on deliverables and resources• Identify quality issues and mitigate risks to the projects scope• Managed a team of consultants• Liaised with all levels of the client, project sponsors and stakeholders• Provide consulting services to the client• Assist with product support

Experienced and successful CRM Consultant with a wealth of technical and business skills acquired in demanding commercial and public sector roles both in EMEA and APAC. Skills include solution design, implementation, training and software development in the field of CRM, Contact Centre, Knowledge and Customer Experience.

• Design and implement complex integration solutions to Public and Private sectors for document and content management• Develop identity management between Oracle, Microsoft and Kofax platforms for a number of leading Universities and public sector organisations• Provide project management, consultancy, technical pre-sales, development, installation, training and support to the client-base and all areas of the organisation• Certified Oracle Pre-Sales Consultant

• Develop an enterprise-wide portal encompassing, EDI, XML, fax, email, on-line ordering, business intelligence and data warehousing supported by Oracle product suite• Provide business intelligence to every level of the company from branch managers to directors• Provide a turn-key solution to the branch network, regional offices and remote users; encompassing network security and management, router programming, TCP/IP printing and management, PC deployment and remote support

• Development of a warranty system to help reduce excessive costs to the business• Collaborate with the Tyco Integration team during the merger and acquisition process for York International• Migration of contrasting business divisions from York Australia to Tyco Australia • Present to the business decision makers key management/financial information via presentations/reports