Kirsty Voumard Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Australia

At Praemium, the Customer Success teams play a vital role in delivering a seamless client experience across onboarding, support, dispute resolution, and relationship management. Our mission is to deliver consistent, high-quality service across all touchpoints we have with our clients, focusing on client wellbeing and satisfaction.As Head of Client Experience, I lead the department in delivering seamless client services across onboarding, support, dispute resolution, and relationship management. Working closely with various departments to develop and implement strategies that enhance client relationships, reduce team member churn, and drive client retention. The CX Support Teams strive to ensure a consistent, high-quality experience, and serve as the primary point of contact for clients. Handling a wide range of queries across Praemium's products and services, and guiding clients through interactions within the platform.Our Training & Relationship Management Team are focused on smooth onboarding, client development, training and retention through targeted initiatives with our clients.Together we are dedicated to understanding client needs from their first interaction and supporting them every step of the way with Praemium.

Melbourne, Victoria, Australia

Led a team of Training & Relationship Managers and Senior Data Analysts, developing strategic plans aligned with team targets and client engagement goals. Drove client product enhancement feedback by collaborating with clients and internal teams, integrating feedback into release sprints and the broader roadmap.Built and maintained strong relationships with key clients, identifying barriers, growth opportunities, and areas for improvement. Led our Adviser Feedback Forum with Operations, ensuring the customer voice was heard and actionable steps taken across the business.Oversaw the team to achieve client OKRs and key reporting metrics, while providing coaching and mentorship to support performance, career development, and adaptability to change.

Melbourne, Australia

Established and developed a global customer support and administration team, creating a strong & collaborative environment across our Melbourne HQ and Armenia offices. Advocate for team bonding and a people-first approach while navigating a hybrid environment during COVID, dedicating significant effort to maintain strong client interactions and support despite the challenges.Supported team leads in meeting deadlines and achieving key metrics. Worked closely with tech teams on backlog management and operational grooming sessions within an agile framework, while championing problem-solving and risk assessment initiatives with key business stakeholders. Identified opportunities for improvement and drove process enhancements to better serve our clients.

Melbourne, Australia

Managed a large team in a financial services admin environment, focusing on coaching and developing team members to ensure their growth and success. Oversaw the completion of tasks and achievement of key metrics, ensuring that team performance met organizational standards.Handled key workflow management and resource planning, completing administrative operations management tasks on a daily, weekly, quarterly, and yearly basis. This involved ensuring efficient operations and resource allocation to support team effectiveness and operational goals.During this time completed practitioner certificate for Active Ops Management. This certification supported the team by enhancing workflow management and optimizing resource planning, contributing to improved team performance and operational efficiency.

Melbourne, Australia

Achieved a notable accomplishment with a 100% Adviser Net Promoter Score in 2015, reflecting exceptional service and client satisfaction within the MLC Platinum Service.

Melbourne, Australia

Melbourne, Victoria, Australia

Adelaide, South Australia, Australia

Uk & Canada

Adelaide, Australia

Practitioner Certificate In Activeops Performance Management, Activeops Workware

Certificate Of Graduation