• Led cross-functional initiatives with a strong customer focus to deliver end-to-end transformation and improvement outcomes, supporting strategic objectives including offshoring activities• Partnered closely with various Finance teams to deliver optimization initiatives, embedding operational disciplines for enhanced efficiency• Collaborated effectively with stakeholders at all levels to build strong, successful partnerships• Implemented change management strategies to ensure smooth transition and adoption of transformation initiatives across the organization

• Developed strategies for seamless customer journeys across channels, driving growth and loyalty• Identified gaps and outlined next steps for implementing integrated technologies to automate onboarding and product adoption processes • Led projects for customer journey transformation, aiming for revenue growth and service excellence• Utilized digital platforms to enhance customer communications services and overall experience

Buildxact is a multi-national scale-up tech company headquartered in Melbourne, with team members and customer across Canada, United States. Our team design, develop, market, sell and support easy to use estimating and job management software for small builders and contractors. Initially reporting to the CEO, and later to the Chief Product Officer, I contributed as part of the leadership team, involved in cross-functional decision-making and commercial strategy. We grew the business from two employees to 100 over the past nine years.• Led Customer Success function across ANZ and North America regions; defined and executed after-sales strategy as business continued to grow in existing and new markets • Managed and motivated a team of trainers, content developers, technical support specialistsas well as educational support specialists to perform at their best • Owned defining, tracking and reporting of key metrics for global customer success team to the executive team • Managed resource planning and P&L forecast modelling • Established and managed customer nurture programs with a focus on education and coaching customers to ensure adequate retention targets are met• Identified opportunities for continuous improvement by collecting, analyzing and using data to make the customers' experience consistent and seamless• Led cross-functional initiatives effectively with multiple teams with diverse backgrounds including product, sales, marketing and finance to establish or improve systems and processes to support company growth and customer serviceSkills:Business Transformation, Resource Planning, Leadership and People Management, Insights and Analytics, Change Management, Business Strategy, Project Management, Budgeting, Customer Success Operations, Customer Experience, General Business Operations, Stakeholder Management, Vendor Management, Management Reporting, Process Improvement, Attention to Detail

• Led the transition of ANZ customer onboarding model from a high touch model to a low touch model to align with business strategy and support customer growth• Established Voice of Customer program and customer feedback surveys via different channels and at different touch points• Documented processes and guidelines to train internal stockholders on different internal systems

• Managed all company commercial contracts• Worked with lawyers and consultants on GDPR compliance project

• Managed partnership program including contracts, commercials and service delivery• Developed and implemented strategies for maintaining and growing key commercial and high profile partnerships, working closely with CEO and the executive team• Development of strategic plans and tactical activities to strengthen relationships with prospective and existing partners

• Led operation of a start-up team with dynamic priorities and rapidly changing environment• Generated and managed KPI reporting and distributed among team and board • Optimised business processes and established tracking and reporting systems to improve customer retention and trial conversation• Documented workflows, processes, interfaces and operational environments• Supported Sales, Finance and Training departments in the company to identify and analyse process issues and to improve business processes• Coordinated training sessions in various locations for existing and prospect customers• Improved online presence and online marketing for the company, including creating paid campaigns in Google AdWords and improving SEO• Managed the migration of accounting system from MYOB to XERO which is an online (cloud based) accounting software

Pentana engaged SysTalk (One of Logicaltech Group business units) to deliver a middleware product which is referred to as the “5 Star Hub”. Purpose of the hub was to provide capabilities for managing the connections between Pentana and its trading partners.• Managed day to day resource allocation• Monitored and reported on the projects metrics and provided project leadership• Distributed project information and had a proactive role in ensuring effective communications and managing project risks and issues

Telstra Integrated Public Number Database (IPND) Project• Provided project support to the LogicalTech IPND Operations Manager• Liaised with technical and business teams as well as with Telstra IPND Manager and createdreports, documentation and proceduresISO 9001 Quality Project• Maintained ISO 9001:2008 certified quality system of the company• Proactively identified business improvement opportunities • Conducted internal quality audits and participated in external audits• Created new and/or revised processes, policies, and guidelines

• Led the business through ISO 9001 Quality Management accreditation process and attended accreditation meetings• Maintained policies and developed business procedure handbook• Conducted Quality Review meetings to identify priorities for procedure development andassist with improvement opportunities• Trained new team members on quality system and procedures • Conducted new employee induction