Assisting Intercom with new and existing customers to migrate, configure and optimise Intercom

I will be providing the newly combined organisation of AustCyber and Stone & Chalk with comprehensive support on the delivery of their mission, working with cutting edge startups and scaleups, with specific responsibility for onboarding them onto the Pivott jobs platform, and proactively driving customer success behaviours and processes.● Working fully integrated with the Product team to define and support clear launch strategy,customer onboarding journey, customer success behaviours and processes for the Pivottproduct.● Develop sustainable, positive business relationships with Pivott customers (startups andscaleups) who are looking to expand and grow their teams.● Work with startups and scaleups to onboard them onto the Pivott platform. Guide and coachcustomers with proactive customer success processes, experience and case studies.● Monitor the uptake and usage of the Pivott platform; Analysis of Growth, Decline, Risk, andChurn. Research and investigate any items that are not expected behaviours.● Work with customers to understand their pain points and wish lists, communicate thisknowledge to the Product team, collaborate and and contribute to the development of theongoing product roadmap.● Keep customers informed of updates to the Stone & Chalk product roadmap.● Review customer feedback and concerns and seek to improve all aspects of the customerexperience. Maintain high levels of customer engagement and satisfaction with a focus oncustomer loyalty and churn reduction.● Partner with the marketing team to create and distribute marketing materials to increase theclient base.● Drive the creation of training and educational materials for customers using the Pivott platform.● Work closely with the Marketing and events team to create and support featured events toshowcase the platform capabilities and drive user adoption.

Successfully delivered on this project for LaunchVic to provide opportunities for Victorians to find jobs in startups and scaleups in Victoria. I managed the project and brought together the team to execute on the deliverables required. Final report was accepted by LaunchVic without any further updates required.

Partner Success Plans:o Develop a partner success plan for each partner and communicatethis appropriately.o Coordinate with engineering the delivery of partner instances.o Partner check-inso Shadow new partners on new deals, acting as an advisor and educator to ensurepartners are leveraging the solution fully until they are comfortable with the product.o QBR'so Provision of partner ongoing product training.o Setup process for partners to escalate problems from customers:o Proactively manage any issues or escalations identified with customers, andcommunicate and apply learnings from these.o Identify the drivers and indicators of churn and mitigate the risk of churn.

Responsible for progressing the Daisee products and delivering features, upgrades and fixes to clients.

Customer Success and Pre-sales: Providing technical, product and business knowledge to support the sales process and strengthen customer relationships. Establishing customer objectives and proving the value of Daisee technologies in a manner that results in customer acquisition, retention and growth with individual companies and Partners.Product Management: Responsible for taking the lead driving the development of the customer experience by defining creative, high quality, and clear product roadmaps based on team strategy and vision. This includes developing detailed, crisp business requirements and user stories that can be used to create product specifications and architecture for each product and application. This includes working with the VP of Engineering to manage prioritisation and trade-offs among customer experience, performance and operational support load.

Managing and maturing relationships to drive company growth. Delivering an exceptional customer experience to customers and implementing scalable solutions.

Increased ARR by 97% in 8 months.92% renewal rate. 68% increase of per unit cost.- Responsible for instigating and maturing Enterprise deals with larger groups- Negotiate favorable pricing and business terms with large commercial enterprises by selling value and ROI- Demonstrate resourcefulness when faced with challenges that defy easy solution- Establishing a thorough understanding of customer's business- Building and nurturing partnership relationships to provide better customer experiences. - Manage Customer Onboarding and periodic Customer Health Checks- Deliver Customer Training, both onsite and remotely via webinar- Engaging with Product management team as the customer advocate to productroadmap discussions.- Apply technical expertise using diagnostic tools to resolve standard configuration issuesto complex system level issues.- Field emails, support ticket and calls and communicate the status update with thecustomers- Test New Features and document and report bugs- Understand, replicate, validate, and resolve customer service requests from customersand partners.- Triaging Support Requests to the relevant team member - Engineering, Level 2 & 3Support- Document and track case history, case status and solutions in the ticketing system(Atlassian-Jira)- Write/update training materials and Knowledge Base articles for new or updatedproduct features as the product evolves- Provide a WOW experience through effective and timely communication with customersvia phone, email and online support tools about case status and solutions Responsible for:- Upsell of existing customer to additional products- Re-contracting existing customers on legacy pricing to current pricing andcontracts

Creating and managing customer experiences from creating leads to onboarding and following that process from beginning to end. Refining and improving our process is what I do. Looking how we can improve the customers experience with every interaction we have.

Running and guiding the team through a transitional period, reporting to CEO of Screenrights and pushing EnhanceTV forward to dominate the Educational software market.

Taking a holistic view of our customers and identify opportunities to provide a seamless customer experience. - Creating product & process improvements that allow the business to scale - Managing front line support responsible for retention and onboarding. - Generate new opportunities through conferences and other channels. - Managing relationships with key decision makers and business partners. - Securing annual subscription renewals - Assisting teachers in embracing the benefits of digital video in the classroom - Maximising usage and visibility of EnhanceTV within schools - Conducting face to face and online demonstrations and updating our customers on exciting new features and content.

- Lead the daily / weekly rhythm of product development, testing and analysis including:- Establish and communicate customer engagement and activation roadmaps- Working with this team to develop deep customer insights, segments, and targeted insight-driven products- Working with the technology teams to build and configure acquisition and activation products- Working with the executive group to identify new product opportunities, and to address pricing, positioning and conversion imperative- Increased Customer Lifetime Value (CLV)- Design Thinking Approach, Viewing the world from our customer’s point of view and trying to see their aspirations, wishes, concerns and frustrations.

Taking a holistic view of the EnhanceTV customers and identifying opportunities to provide a seamless customer experience. Turning insights into recommendations that help to grow the reach and frequency of the content and services. - Create product & process improvements that allow EnhanceTV to scale- Manage the front line support team- Using Data and Technology to bring insights into the business to solve customer problemsLeading the Dev team in the product management space, bringing new and improved features based on customer input and creating and driving the future of the product. In 2 months of starting, have improved our NPS from 15 to 62 by delivering improved service, functionality and talking to our customers. Also had 4 successful major product releases in that time with improved features and bug fixes as well as process improvement.

A multi-skilled IT manager with good all-round supervisory and technical expertise. Very capable with a proven ability to ensure the smooth running of ICT systems and to provide IT services that will improve the efficiency and performance of a company. Extensive practical knowledge of complex systems, Apple hardware, network support, technical support and computer repairs.- Global strategy for ICT processes, procedures and developments.- Project management - delivering global rollouts of different IT projects, including research, planning, costing, execution and documentation.- Assigned daily duties to the IT staff and provided performance feedback.- Coordinated meetings between team members to ensure consistency.- Work with all levels of management- Managed a team of 5 globally across multiple sites (US, Australia, UK, Thailand, Ireland)- Strengthening the IT infrastructure through to implementing new technologies- Manage the IT budgets and expenditure on hardware and software ($1.2-1.5m)- Developing & maintaining the company IT systems, software, PBX and data connections.- Reporting to the COO- Having excellent time management, confidentiality & communication skills- Procurement of IT hardware, software and products & services.- Responsible for the recruitment and training of new staff. - Writing documentation for ICT procedures, security and DR- Maintaining documentation of changes regarding users, functions & systems- Managing the internal & hosted network infrastructure including: firewalls, switches and telephony.- 5 years OSX/MacOS experience - supporting and maintaining an Apple MacOS fleet globally.- Meraki / Cisco advanced network experience- Very strong Google Apps knowledge and experienceSome projects undertaken:Office opening in Ireland / US / Australia (X5) / ThailandNew PBX system rollout globallyNetwork infrastructure replacementCasper suite2FAHardware Refresh policy design and executionHelpdesk ticketing system

I am responsible for all internal IT issue including Hardware, Software and IT infrastructure. I am also the IT procurement office for Siteminder. Current projects include:Google Apps MigrationProject planningProcedure / Process creationIT Procurement1st/2nd/3rd line SupportNew location planning and execution.CTI installationPBX planning and execution

Technical Consultant / IT Support / Web Administrator – MagariWhilst working at Magari I was responsible for:Internal IT Support - Supporting 10 members of staffWeb administration - Maintaining 2 websites including uploading and manipulating data for stock levels. Adding new products and services as well as Social media apps.Testing - Qualified in ISQTB foundation - Assisted on numerous projects including projects for Optus AU. This involved scenario writing, QRA writing as well as testing through SoapUI.

10,000 user base. Required to provide 1st line support via telephone and email to triage and resolve IT issues for members of staff.

Supervisor duties involved running and maintaining a high level of response and quality on the Service Desk. I was required to co-ordinate 15 members of staff over a 24 hour period, 7 days a week. I was required to answer colleagues questions and provide guidance when needed. My duties also included the training of new members of staff and getting them up to a high standard to be ready for the role required.

This involved writing and maintaining the intranet site for the company using PHP, JavaScript, MySQL and HTML. Course included a module in E-Commerce which involved taking a company that was not online and producing a report to explain the benefits, drawbacks and conclusion to creating an online presence.