Stefan Petersen Email & Phone Number

Sydney, Nsw, Au

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Working closely with the Senior Director of Customer Success, I played a pivotal role in retaining and expanding our customer base. I actively participated in defining and implementing strategic priorities across the team, effectively communicating performance and impact to key stakeholders.My responsibilities extended to driving revenue growth for VMware by identifying and referring cross-sell and up-sell opportunities across the VMware Cloud portfolio. Under my leadership, our team consistently exceeded growth targets, achieving 110% and 142% for the two defined KPIs.Recognizing the importance of customer satisfaction, I fostered trusted advisor relationships with key customer stakeholders, ensuring they fully leveraged the solution to achieve their business goals. I proactively expanded the breadth and depth of strategic relationships within assigned customers, solidifying our partnership.To minimize attrition, I implemented strategies to closely manage and nurture customer accounts, effectively identifying and eliminating potential risks. Collaborating with internal VMware stakeholders, I aligned account activities with the customer's use case and strategy, ensuring a seamless customer experience.My proactive approach to identifying renewal risk extended to collaborating with internal teams to remediate issues and ensure successful renewals. These efforts resulted in a 12% year-over-year improvement in renewal rates.

Sydney, New South Wales, Australia

Passionate about helping customers, my expertise in SaaS solutions enabled me to expertly align with each customer's roadmap and use cases, ensuring that they achieved their business outcomes and maximized the value of their investments.To effectively manage high-stake accounts, I employed a comprehensive approach that prioritized regular communication, clear and concise reporting, and proactive problem-solving. I established direct lines of communication with senior stakeholders, keeping them informed of project progress, potential challenges, and mitigation strategies.

Sydney, New South Wales, Australia

Acting as a trusted advisor, I drove value and innovation in high profile AN/Z businesses through a close engagement with customer stakeholders. Utilising my knowledge of SaaS, I closely aligned myself to the customer's roadmap and use cases to ensure they achieved their business outcomes. I leveraged my time as an escalation manager to dive deep in customer impacting issues where troubleshooting, problem solving and executive oversight was critical to a fast and effective resolution.

Sydney, Australia

As a part of a global program, I led the JAPAC regional escalation program to identify, manage & provide executive level visibility & assistance on the most serious customer-impacting issues, leveraging resources across the organization, to ensure fast & effective resolution. In this role, I was an approachable thought leader in risk management across various risk categories (adoption, value, implementation, product, etc.) who added value by providing guidance and driving resolution for customer success.I led a team who owned the management of the escalation from the point of escalation to post-escalation analysis and review and worked closely with key members of multiple departments to coordinate efforts, deliver solutions, and performed Root Cause Analysis (RCA) to minimize or eliminate future occurrences. The Escalations Team acted as the single point of contact to the customer during the escalation, managing executive/C-Level discussions and expectations through meetings and regular communication.Key success: Grew the program 1360% and increased resolution rate by 14%.Notable Strengths: Strong Executive presence, engagement and presentation skills. Extensive analytics, analysis and ability to translate data trends into process and business improvement.Strong time management and organisational skills.

Sydney, Australia

I managed internal and external escalations resulting from performance, products, partners, services, customer experience, adoption, and renewals. I owned the management of the escalation from the point of escalation to post-escalation analysis and review and work closely with key members of multiple departments to coordinate efforts, deliver solutions, and perform Root Cause Analysis (RCA) to minimize or eliminate future occurrences. I act as the single point of contact to the customer during the escalation, managing executive/C-Level discussions and expectations through meetings and regular communication.

Sydney, Australia

I successfully managed high-profile global and strategic Enterprise Premier support accounts, ensuring 100% customer satisfaction, retention, and loyalty with Salesforce. By promptly and comprehensively resolving technical challenges and business issues, I consistently met customer expectations. I also played a pivotal role in leading the resolution of critical account issues and providing timely status updates to customers and Salesforce management.Furthermore, I proactively addressed customer satisfaction gaps and challenges by developing and implementing effective plans. I championed customer priorities within Salesforce and collaborated with customer business stakeholders to drive success and optimization of application use. Additionally, I proactively identified and implemented application solutions and enhancements, sharing best practices with team members to enhance the quality and efficiency of customer support and contribute to the knowledge base. My expertise as a Salesforce solution SME further solidified my position as a trusted advisor to customers.

San Francisco Bay Area

I worked as a 2D, 3D and visual effects freelancer, providing world-class visual solutions to my clients. I was committed to my clients throughout the design process and created websites for long-distance clients to preview and critique work throughout the entire design pipeline.I grew my business through client referrals and personal promotion. I was responsible for large visual effects shots and assisted with rotoscoping, compositing, match moving, and modeling when needed. (Programs used: Maya, Matchmover, Shake, After Effects, Photoshop, Commotion)I delivered corporate identity packages and visual presentations for various clients and created 3D/2D corporate logos and various retail and corporate identity solutions.

Brisbane, Australia

As the NSW Sales Manager for Autodesk solutions, I was responsible for driving the growth of existing accounts through strategic director-level meetings to understand company expectations and needs. I provided innovative solutions across the media and entertainment field, producing broadcast-quality results in the 2D/3D design domain. My expertise extended to conducting comprehensive consultations for 3D visualization software, editing suites, and broadcast hardware, ensuring clients were equipped with the best tools for their projects. I also excelled at establishing client action plans and timelines for the implementation and training of purchased software, ensuring a smooth transition and successful adoption of new technologies.

Sydney, Australia

As a proud Autodesk Technology Day Partner, Cadgroup Australia played a crucial role in expanding its client base and enhancing the overall customer experience. I spearheaded the growth of existing accounts by engaging in director-level meetings, fostering deep understanding of company expectations and needs. I also worked towards acquiring new customers through face-to-face meetings, demonstrations, and phone inquiries. I excelled at providing comprehensive consultations for 3D visualisation software, building solutions, and training/implementation, ensuring clients were well-equipped with the necessary tools and knowledge to succeed. My ability to establish clear client action plans and timelines for the implementation and training of purchased software was instrumental in ensuring a smooth transition and successful adoption of new technologies.

Fremont, California

As the lead for reinforcing steel placement drawings, I oversaw and managed all aspects of producing high-quality drawings for the country's largest structures. My responsibilities included:• Maintaining ongoing interaction with engineers and architects to assess job continuity and accuracy.• Convening all parties involved in a project to discuss mandatory design and layout changes arising from real-world challenges, scheduling conflicts, and unforeseen issues.• Providing technical assistance to team members on computer and design-related issues.• Collaborating with sales associates to optimize the distribution of site drawings and materials based on job size, location, and client requirements.• Effectively managing multiple concurrent projects, handling 3-6 jobs simultaneously during peak seasons.• Scheduling and completing projects according to client timelines.• Utilizing CAD software (Bentley Microstation and Autodesk AutoCAD) to create blueprints and placement drawings for engineers and fieldworkers.• Ensuring that drawings adhere to structural design codes and meet client timelines, even under tight deadlines.

San Francisco Bay Area

Throughout my tenure at Sprint, I consistently ranked among the top sales performers, consistently exceeding sales targets by an average of 20%. My success was attributed to my ability to tailor solutions to meet the specific needs of individual customers, taking the time to understand their business goals, usage patterns, and budget constraints. I was also adept at identifying and pursuing cross-sell and upsell opportunities, ensuring that customers were maximizing the value of their Sprint products and services.My dedication to sales excellence and customer satisfaction earned me several accolades during my time at Sprint. I was awarded the "Top Sales Specialist" award for three consecutive years, and I was also named the "Customer Service Champion" in 2008. These recognitions further fueled my passion for the telecommunications industry and my commitment to providing exceptional customer experiences.