Lauren Maddock Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Australia

Onside is a growing, well-backed Agri-tech SaaS business, delivering risk management software tailored to the rural sector. As recognised leaders in biosecurity, our purpose is clear: to give rural communities the freedom to grow. From tracking disease outbreaks to monitoring movements, our high-tech approach to biosecurity sets a new standard in agricultural protection.Our simple-to-use software is trusted by agribusinesses across Australia and New Zealand, with global expansion on the horizon.As the Customer Success Director, I lead a high-performing Customer Success team to deliver customer satisfaction, engagement and retention.Key Responsibilities:• Leading the customer success team, setting objectives, coaching, and fostering a culture of innovation and customer centricity.• Developing and implementing a customer success strategy to drive adoption, engagement, retention, and satisfaction.• Supporting the management of key accounts, acting as trusted advisor and fostering long-term relationships.• Collaborating with cross-functional teams to ensure customer success is embedded throughout the business.• Identifying opportunities for process improvements and optimisations to enhance customer success team efficiency and customer experience.• Providing strategies and support to customer success team members to assist with identifying and converting revenue expansion opportunities.• Monitoring customer health and usage data to identify trends, risks, and proactive engagement.• Developing and delivering success metrics, reports, and dashboards to track performance and drive decision-making, owning the retention and expansion sales forecasts for reporting to the Leadership team and Board.• Being the voice of the customer internally, and advocating for customer needs in relation to product developments and industry changes.

Melbourne, Victoria, Australia

Ideagen helps the quiet voices and safe hands that protect organisations to minimise risk, strengthen compliance and keep people safe. Ideagen CompliSpace is Ideagen’s SaaS enabled solution helping organisations in highly regulated industries meet their governance, risk, compliance, and policy management obligations. This allows our customers to focus on providing the highest quality of service and care for those they serve within aged care, education, not-for-profit, corporate and financial services industries across Australia.As a Customer Success Lead, my role required frequent multi-tasking between leading and developing a small team, managing a full portfolio of customers, and driving revenue expansion and strategic initiatives.Key Responsibilities:• Coaching, mentoring and empowering members of the Customer Success Team to be successful in their roles and foster a positive team culture.• Team management, including hiring, onboarding, career development and performance management.• Assisting with developing and driving key Customer Success projects, processes and initiatives at Ideagen CompliSpace.• Providing leadership and guidance around Customer Success best practices at Ideagen CompliSpace.• Attending work conferences and industry events.• Managing a portfolio of higher touch education industry customers.• Ensuring execution of key aspects of the customer journey, such as onboarding, account reviews/renewals, customer feedback and complaints management, and upsell/cross-sell.• Overseeing escalations for accounts within the Customer Success Team.• Providing strategies and support to customer facing teams to assist with executing revenue expansion (for software cross-sell/upsell and professional services/project opportunities).• Working with Product/Tech Teams to surface and prioritise customer bugs and feature requests.• Collaborating with other cross-functional teams to ensure visibility and alignment.

As a Customer Success Manager, I managed a portfolio of ~50 high touch customers within the education industry. This included overseeing onboarding and implementation, facilitating product training, increasing adoption and usage, maximising revenue growth, and ensuring high levels of retention and customer satisfaction. Key Responsibilities:• Consulting with customers to determine core GRC needs and business priorities and looking at ways we can support them to achieve these.• Demonstrating how customers can extract further value from our products and maximise usage.• Establishing a trusted advisor relationship with customers.• Attending regular face to face and online meetings with customers.•. Attending work conferences and industry events.• Identifying and driving upsell and cross-sell opportunities.• Conducting product training sessions with customers.• Completing customer reviews and developing retention strategies.• Working cross-functionally with key stakeholders (e.g. onboarding, project managers/consultants, product teams) to ensure any deliverables are met in a timely and responsive manner for customers.• Identifying ways to improve upon the customer experience and adjusting any related customer resources or processes accordingly.• Troubleshooting and resolving any customer queries and concerns that arise.• Providing a high standard of customer support.• Consulting on aspects of the Customer Success function and supporting framework.•. Informal coaching and support of junior members of the Customer Success team.

I worked alongside three other Relationship Managers to manage the consumer banking and wealth creation needs for a portfolio of approximately 700 clients, while actively sourcing and building relationships with new customers. Key Responsibilities:• Preparation of home lending proposals and credit papers.• Attending/documenting customer meetings and completing a needs analysis.• Stakeholder management.• Identifying and managing other cross sell opportunities for the client.• Regular monitoring and analysis of key performance metrics to ensure these are being met.• Ensuring ongoing compliance to company policies/procedures.

I was responsible for growing and maintaining a portfolio of approximately 30 - 40 clients with businesses in the healthcare industry through new acquisitions, cross-sell and referrals. Each of these clients had business lending between $250k - $10m. Key Responsibilities:• Preparation of loan tender proposals and credit papers for new/existing clients.• Relationship building and developing strong external and internal networks.• Consulting and negotiating with clients and internal staff (e.g. credit risk) on lending proposals and annual business reviews.• Developing and performance managing a direct report.• Regular reporting and analysis of sales and compliance metrics against target.• Ongoing risk management and compliance with company policies/procedures.• Attending and documenting client meetings and representing ANZ at key industry seminars/events.

I was a key contact point for 30 – 40 clients (and their businesses) as well as other key stakeholders. Each of these clients had business lending between $5m - $30m. I worked alongside three other colleagues in my Relationship Management Team to facilitate the resolution of any business, operational or client issues/requests on a day-to-day basis.Key Responsibilities:• Financial monitoring/analysis.• Preparation of credit papers and lending proposal documents.• Attending customer meetings and documenting minutes.• Analysis and reporting of sales and compliance metrics.• Maintenance of customer files and ensuring ongoing compliance to company policies and procedures.

I was the conduit and relationship owner for all lending operational matters for a team of Commercial Relationship Managers. Key Responsibilities:• Stakeholder management and relationship building.• Maintenance of core banking systems and data entry.• Analysis and reporting of operational and compliance metrics.• Proactively identifying risks/process inefficiencies and working alongside management to resolve them.

Assessments Australia is a company which partners with government departments, NGOs and community organisations to deliver high quality end-to-end allied health assessment services nationally to support individual or organisational needs, including a custom built referral and administrative process.I individually managed the end-to-end referral, assessment and administration process for one of our projects with the Department of Human Services (NSW) to determine support and funding needs for workers with disabilities. Key Responsibilities:• Building strong relationships with a team of internal staff and key external stakeholders (e.g. government staff, assessors, funding providers) and utilising this to ensure key dates and deliverables are met. • Providing continuous process development and improvement across multiple projects, including the maintenance of process documentation and templates where relevant. • Working with Human Resources to identify and manage the effective use of staff for the project. • Ensuring the provision of a high level of customer service and administration to project staff and the broader business. • Reviewing assessment reports for funding applications for the project and providing feedback.• Providing additional support as required for a range of project and strategy work as directed by Senior Management and the business. • Database and email account management.

I engaged with employees and management on all aspects of Human Resource Management – operational reporting and analysis, recruitment, development and facilitation of inductions/workshops/trainings, performance management and consultation, and employee departures and restructures.

Graduate Certificate, Business Management

Bachelor Of Arts, Philosophy