Phil Collin Email & Phone Number

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

• Responsible for a wide range of clients across Australia and New Zealand. Leading a team of 10 Customer Success Managers based in Australia and Bulgaria. Reporting to the COO.Responsibilities/Achievements:
• Responsible for a portfolio of 300 clients totaling approximately $5 million dollars of revenue with approximately $1.4 million up for renewal each financial year.
• Led team to achieve a positive net churn figure each year, exceeding target of 98%, reaching on average 108% over the last three years. This was through reducing churn of existing clients and upselling/expanding.
• Contributed to an overall Client Success Net Promoter Score (NPS) of 61.
• Developed the capabilities within the team through training, mentoring, and developing, to allow them to be promoted into more senior CSM positions within the business leading to an 80% retention rate within my team.
• Provided coaching and product training for team to empower them to better service their clients, supporting team as required.

Sydney, Australia

• Responsibilities similar to Head of Client Success role with a demographic including small, medium, corporate and enterprise clients. Led 5 Client Success Managers. As the organisation grew and developed, I was.
• Grew team from 5 Client Success Managers to 10 through an understanding of business requirements and client expectations.
• In collaboration across the organisation, developed product promotion guidelines for client use to streamline processes and provide consistent levels of service.
• Instrumental in project management of new office fit-out from a technical perspective. This included consultation during construction phase to ensure Audio Visual requirements met and set up of all hardware and.

Sydney

Reward Gateway provides employee engagement technology to the world’s leading companies. Over 1,100 clients including Suncorp, Groupon, Yahoo!, IBM and McDonald’s use the company’s products to attract, engage and retain the best employees. The company’s products power employee communications, employee recognition, and employee benefits through a single.

Management of clients from initial sales sign up all the way through to final product implementation and completion of training. Conducted client training onsite at client premises (locally and nationally) or vialive web conferences.

Engaged to ensure delivery of customer services on time and to quality standards