Nikki A. Email & Phone Number

-Looked after the Manila and Sydney enterprise retention team and managed retention strategies across direct and indirect channels, including Corporate Resellers and Solutions Partners, ensuring high retention rates and customer satisfaction.-Onboarded, coached and mentored team members, providing guidance and support to enhance their performance and professional growth.-Led engagement streams such as Cloud/Enterprise/Server Renewals, Churn Remediation, Expansion, Upsell/Cross-sell, and Platform Migrations (Server to DC, Server to Cloud, DC to Cloud).-Developed and implemented targeted retention strategies to reduce churn and increase customer loyalty.-Removed team barriers by securing necessary resources and support from senior management, ensuring smooth operational workflows.-Ensured process improvement initiatives focused on delivering measurable results, enhancing overall efficiency and effectiveness.-Developed sales dashboards to monitor key performance indicators (KPIs), identify at-risk accounts, and take corrective actions to improve retention.-Conducted regular pipeline and quarterly business reviews, ensuring alignment with business objectives and performance targets.-Handled escalations for at-risk clients, ensuring prompt resolution of issues and maintained high levels of customer satisfaction through personalized offers, educational resources, and proactive outreach.

-Primarily responsible for retaining mid-market to enterprise APAC customers across 3 platforms: Data Center, Cloud and Server-Assisted gold and silver on-premise customers in maximizing their Atlassian investment by migrating them to Atlassian Cloud.-Collaborated with key cross-functional teams (CS, Cloud Migration Managers, Product Advocates, Systems, Finance, Legal) to ensure successful migrations of on-prem customers to cloud.-Facilitated learning discussions for best practices, process improvements, customer engagement, objection handling, time management, etc.-Coached team members through pipeline reviews, 1:1s, QBRs and trainings-Participated in customer escalations as needed.-Aided in building relationships with key partners in the APAC region alongside the Channel team.

-Championed complex renewal cases, platform migrations, and customer retention issues.-Drove cross-functional initiatives supporting customer retention.-Actively took part in onboarding initiatives and continuous training & development for Loyalty Advocates (processes, licensing/pricing changes, skills, etc.).-Mentored SMB Loyalty Advocates and facilitated learning discussions.-Initiated and led projects for improving team processes, knowledge base, and systems.

Manila

-Looks after a high-volume of sales opportunities through multiple renewal campaigns-Helps migrate server customers to our cloud-based offering by guiding them in holistically assessing our cloud solution-Prepares renewal quotes and communicates the incentives available within established guidelines-Retains and increases subscription revenue in existing customer accounts by positioning multiyear contracts, price increases, and product offering changes.-Works closely with cross-functional teams such as Product Advocates, Cloud Migration team, Customer support, Enterprise advocates, Channel team, Accounting and Security. -Tracks status of renewal commitment and cloud migration status and proactively follows up with customers as required-Researches and responds to sales, support, product inquiries by leveraging internal resources

I was one of the founding sales specialists for Canva Enterprise. My position radically evolved into a hybrid role of closing new business, account management, operations ,and customer insights. Apart from closing new business accounts and looking after client renewals, I was also involved in co-creating the sales process from inbound to account management, implementing process automation between the systems and tools, and getting involved in product dev. research projects.

-Conceptualized and diversified new workshops and activities for retail pop-up events.-Handled registrations, payment tracking and workshop-related communications with participants, facilitators & brand partners.-Maintained current relationships with facilitators and obtained potential leads for in-house and offsite workshops-Curated and managed physical shop’s inventory levels & store display-Contributed content and disseminated promotions across social media channels (Facebook, Twitter, Instagram, Tumblr and the website blog) in promoting Craft MNL and its activities.You -Worked closely with the in-house graphic designer to develop online marketing collaterals.