As a Customer Success Architect (CSA) I am deployed at key strategic customers that have implementations involving multiple sites, multiple business units, multiple regions or deployments of massive scale. The CSA brings a framework of expertise in DocuSign solution automation, best practices and technology leadership. The CSA ensures the business requirements are fully understood and addressed throughout the implementation of the DocuSign solution.As a CSA I champion DocuSign adoption within the customer enterprise by providing thought leadership, driving the use case identification and ROI justification for the entire DocuSign solution. I come to the table with creative approaches to key obstacles preventing customer adoption. As the CSA, I represent DocuSign to the most strategic enterprise customers and ensure exceptional customer satisfaction, solution adoption and drive future renewal and expansion of both licenses and consulting services.

I joined this internet acceleration and security company, assuming responsibility for leading the Customer Success Management team. The CSM team was tasked with managing customer accounts in the post-sale period including revenue retention, upselling, increasing adoption and managing relationships. Throughout my tenure I was required to adapt to numerous changes in organisation structure and direction resulting from the company’s acquisition by a Chinese company in March 2017 and subsequent merger with the US subsidiary. This also included designing and implementing required change resulting from updated Chinese regulations such as leading website design, customer communications and the transition process. As part of my remit, I provided regular status updates to EMEA leadership team and collaborated with other internal functions. I held a successful promotion event at the Ritz in London which was designed to strengthen customer relationships, increase retention and showcase products & services.Among other achievements in this role, I effectively incentivised staff by developing and implementing a new commission structure which aligned staff KPIs to business goals, to reduce customer attrition while increasing revenue and satisfaction. I also ensured strategic alignment with individual customer goals, highlighting potential business risks, and cascaded high level management vision of the firm’s value proposition to staff, partners and customers. Overall the result was increased customer satisfaction, retention and adoption throughout the account lifecycle.

Working with the senior leadership team within this change management enablement company for the first year was tasked with leading the design and development of the new online platform; eChange. eChange became a successful additional revenue stream accounting for a large portion of turnover and I held a key position within the senior management team. This included playing a central role in overall business direction, strategy and decision making. As my role progressed I also undertook daily leadership of the Operations, Finance and IT / Development teams. Also, after managing the external development team engaged to build the eChange technology, I successfully brought this function in-house. My time with Changefirst was characterised by my continual drive in identifying and implementing business process improvements, such as tangibly improving system stability and performance. I defined and implemented SLAs directly with the entirety of the B2B client base and delivered a reduction in cost of sale of the workshop product line.

I was asked to join Dimension Data based on the performance and results I had delivered at Express Data (see below). Upon undertaking my position I was tasked with creating a new product and revenue stream which provided training and operational improvement to the user base of organisations who were implementing complex IT solutions. I defined the marketing strategy for the product line and liaised with the marketing team on its implementation, including contributing to tenders and cascading product knowledge to account managers across all branches. As a result, 113% of annual product target was achieved within the first year and the service was deployed to over 150 clients.Projects during this time included ensuring consistent change management in the adoption of a wide ranging suite of solutions which was achieved while simultaneously and effectively resolving user resistance to said change. I also consulted with, and implemented operational improvement strategies for, numerous other large accounts including financial institutions and market leaders in telecommunications and e-commerce.Among my other achievements, I led the outsourced development team tasked with the creation of a suite of online learning products, and led the design, development and implementation of an online learning management system (LMS) which enabled costs savings compared to classroom delivery, thereby increasing adoption rates. I also created a scheduling component to the LMS which efficiently managed face to face, webinar and online interactive sessions and allowed learners to register and attend with minimal customer intervention.

I accepted a role with this subsidiary of Dimension Data, a distributor of IT hardware and software solutions, in a standalone role where I was tasked with assessing companywide systems and providing the insight required to increase overall staff knowledge base and productivity. I went on to successfully expand the initial remit of the role to tangibly improve procedural systems for the development and enablement of staff.I drove increased staff understanding of, and competency in the use of, internal systems such as SAP, Salesforce, ticketing systems and warehouse software, creating robust and thorough training packages. I also optimised productivity and reduced data processing time by identifying areas where tasks were unnecessarily being performed manually and leading the automation of this function.

During my service in the Royal Australian Navy I held a number of challenging leadership roles, serving on a number of warships and shore establishments.

I initially joined the company in an entry level role and within two years was in a management position working my way to overall responsibility for store operations, P&L and local marketing activities.