successCX

CEO & Founder

Zendesk

Director of Customer Success

Presales Manager

BMC Software

Global Program Manager

Consulting Services Solution Manager

Senior Project Manager

Planwell Technology

Project Manager/Senior Consultant

Making CX work for your business!

Customer Experience Professional with a love of customer loyalty and red wine. 

Paul Bichsel

Managing the day-to-day operations for SuccessCX - Australia's #1 Zendesk Master Partner. We partner with innovative businesses to deliver the best experience to their customers. successCX's focus is to drive customer loyalty and increase lifetime value. We deliver value to businesses across a range of sectors, including medtech & pharma, digital health, e-commerce, fintech, retail, and real estate.

Director Of Operations

Department of Jobs, Precincts and Regions

Principal Project Officer, Office of Health and Medical Research

Acting Director, Innovation and Bio Economy

Sector Strategy Manager, Innovation, Digital and Bio Economy

Sector Strategy Manager, Medtech & Pharma

AusBiotech

Led the strategic development and implementation of AusBiotech’s programs and initiatives, including AusMedtech, Digital Health and AusAg & Foodtech that delivered value to members. Managed the development and implementation of strategy, policy and advocacy programs that promoted the growth of the life sciences sector. 
Responsibilities:
•	Lead and manage complex programs involving nine committees and two national flagship events
•	Build effective stakeholder relationships 
•	Develop strategies and policies to effectively advocate on key industry issues to stakeholders
•	Work closely with the executive team to grow membership, engage and build networks
Achievements
-	Utilised strong interpersonal skills to quickly develop effective stakeholder networks
-	Expertly led a sensitive project minimising negative impact to the business
-	Enhanced advocacy by improving quality and quantity of government submissions

National Programs Manager

Sinochem International Australia Pty Ltd

Responsibilities
•	Regulatory strategy development, implementation and resource management to meet KPIs.
•	Stakeholder engagement, both internal and external, to deliver timely product approvals.
•	SIA Technical Program Lead: manage cross-functional technical projects to delivery.
•	SIA/Monsanto Product Development program coordinator and liaison.
•	Strategic planning and implementation of Public Affairs and advocacy program. 

Achievements
•	KPIs delivered: 
-	Built highly proficient Regulatory group securing 44 APVMA registrations.
-	Superior program management skills expedited Roundup products to launch.
-	Minimised business impact of APVMA’s 2014 legislative changes. 
-	Developed the strategy and negotiated submission for novel product label. 
•	Created and now leads Technical Program, delivering marketing and regulatory projects.
•	Initiated a Crisis Management / Public Affairs strategy; proactively managing issues.

Regulatory Affairs Manager

Personally chosen to build the company’s Regulatory Department utilising the depth of my industry experience and management skills. 

•	Foundation employee of start-up agricultural chemical business.
•	Establish productive Regulatory department where none existed.
•	Deliver timely registration approvals to meet sales targets.

Regulatory Affairs Consultant

PARTNERSHIP PARETO PTY LTD

Project I
Project:	Manage food safety approval for genetically modified (GM) soy trait
Client:	Large multinational agricultural biotech company

Responsibilities
•	Develop and implement the strategic project plan for FSANZ GM food safety submission.
•	Utilise technical and local regulatory expertise to coordinate food safety application.
•	Primary liaise with FSANZ to negotiate approval for global US-based RA Team.

Achievements
•	Significantly enhanced the technical integrity of the food safety submission.
•	Gained food approval for GM soy trait to meet the deadline and budget.
 
Project II
Project:	A path to market for genetically modified (GM) canola in Australia
Client:	Australian Department of Agriculture, Fisheries and Forestry (DAFF)

Member of elite expert team selected to develop a novel framework-to-market for GM canola.

Responsibilities
•	Apply extensive biotech expertise to analyse global regulatory impact on GM canola market. 

Achievements
•	Developed acclaimed, novel Australian industry-wide framework for marketing GM canola.

Project Management Consultant

Monsanto Australia Limited

Appointed to establish and lead Australian GA / PA / RA team, based on negotiation and advocacy skills. 

Responsibilities 
•	Lead RA/GA/PA team of six; managed biotech and chemistry product portfolios. 
•	Negotiate with regulatory bodies APVMA, OGTR, FSANZ to ensure freedom-to-operate.
•	Implement strategic advocacy programs to more effectively engage key stakeholders.
•	Positively influence Federal and State Government policy, regulation and legislation. 
•	Committee representation: AusBiotech Victorian Branch Committee; APAC Codex Alimentarius Lead; AVCARE Biotech Committee and Monsanto IBC Secretary.

Achievements
•	KPI delivered: 
-	Mitigated PA issues via enhanced stakeholder engagement and advocacy.
-	Negotiated Roundup Ready Canola planting approvals in uncertain political environment.

Regulatory, Government and Public Affairs (RA/GA/PA) Lead

Monsanto Company

Promoted to US Head Office to manage global registration program for GM Bollgard® II cotton.

Responsibilities 
•	Lead cross-functional Bollgard® II Registration Committee to gain international approvals.
•	Build relationships with US regulators and global RA managers to secure global approvals.
•	Prepare all technical data packages and summary reports for global submissions.

Achievements
•	KPI delivered: US regulatory approval of Bollgard II cotton.

Regulatory Affairs Manager for Bollgard® II cotton

Successfully applied for an inter-company transfer because I specifically wanted to work with the novel agricultural biotech side of the business.

Responsibilities
•	Manage Monsanto’s biotech portfolio and liaise with Australian regulator, OGTR.
•	Prepare and submit biotech regulatory data packages.
•	Collaborate with Marketing and Sales Teams to commercialise Roundup Ready® cotton.

Achievements
•	KPI delivered: Roundup Ready® cotton approval during a fluid regulatory climate.
•	Rationalised canola trials and enhanced compliance by building a comprehensive database.
•	Contributed to OGTR framework and positively influenced regulatory environment.

Regulatory Product Manager

SEARLE PHARMACEUTICALS (MONSANTO LIFE SCIENCES COMPANY)

Responsibilities
•	Coordinated the Asia Pacific portfolio of registered pharmaceuticals and OTC products.
•	Liaise with Head Office and multiple regional stakeholders to support product registrations.
•	Provided expertise to Marketing Team for the development of product aids and materials. 

Achievements
•	KPIs delivered: approvals in APAC countries with uncertain regulatory requirements.
•	Coordinated global, cross-functional team that significantly improved APAC compliance.

Regulatory Affairs Associate

PRINCE OF WALES MEDICAL RESEARCH INSTITUTE (POWMRI), Neurodegenerative Research

Responsibilities
•	Analyse qualitative data to calculate neurodegenerative cell loss in the human brain.
•	Process and stain tissue samples and maintain the POWMRI human Brain Bank.
•	Develop histological protocols and prepare medical imagery for publication.

Achievements
•	Created first multi-site database and diagnostic tool for Brain Bank experimental data.

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