CleverTap

✅  Reported directly to VP of CS.
✅  BoB 1.5 Million for 41 accounts for EU
✅  Weekly collaborations and meetings with Directors and VP of CS.
✅  Worked with Support, Sales, Product, Marketing, Migrations, Ops.
✅  Project Lead
✅  Created + Managed Team Confluence Space
✅  Mapped client journey with draw.io
✅  Identified bottlenecks and roadblocks.
✅  Identified opportunities to streamline processes. 
✅  Identified opportunities to streamline internal communications and procedures.
✅  Identified opportunities to improve team wellness.
✅  Implemented and sole driver of Overview of CSM Projects.
✅  Change Management.
✅  Proposed 2x New critical roles to the CSM team.
✅  Proposed CSM Ecosystem Matrix.
✅  Proposed New CSM flywheel.
✅  Proposed New CSM Model.
✅  Proposed CSM Career Path Matrix.
✅  Proposed Personal Development Time for CSM's
✅  Built CS West for scale.
✅  Built CS West internal onboarding + training materials.
✅  Team meme maker.

Senior Customer Success Manager

Atlassian

In this strategic role, I leveraged my expertise in customer success, account management, and sales to drive significant business growth and strengthen customer relationships across global markets, focusing on SMBs.

Key Contributions and Impact:

✅ Instrumental in signing up over 750 new clients, generating 6.8M USD in ARR over three years, which accounted for 27+% of the team's total revenue. This excludes substantial additional revenue from upgrades, renewals, and other engagements not part of my KPIs.
✅ I have consistently maintained the top spot as the highest performer on my team since 2019, contributing 17.57% (1.6M USD) to the team's revenue in 2022-2023, even after my promotion to a senior role.
✅ Managed an average deal cycle of 3-6 months, including the teams largest deal of just over 280K, expertly navigating complex sales dynamics to maximise client retention and growth.
✅ Evolved from an experimental team initiative to a core strategic asset. Spearheaded projects that significantly improved inter-departmental cooperation and business outcomes, including automated cross-sells and upsells, business processes, wellness check-ins, and customer feedback loops.
✅Acted as a SME for Jira Software, Confluence, and Atlassian Access. Developed a client mapping tool and crafted 'Cyber Security World' in Confluence to enhance team learning and engagement.
✅Coached and mentored 5 new Growth Customer Advocates, significantly enhancing team capabilities and performance. Created a sales bootcamp and various training initiatives.

Additional Achievements: 

✅ Adapted strategies and learned new tools to address evolving market demands, maintaining high performance under changing conditions.
✅ Developed and delivered training materials that were praised for clarity and effectiveness, enhancing team knowledge and performance.
✅ Played a pivotal role in cross-departmental initiatives that improved our product offerings and customer service strategies.

Senior Account Manager: Official Title: Senior Growth Customer Advocate

As a Growth Customer Advocate, I played a pivotal role in steering customer engagement strategies and sales initiatives, directly impacting revenue growth and customer satisfaction for Atlassian.

Key Contributions and Impact:

✅ Exceeding Sales Goals: Consistently surpassed sales targets, contributing 2.5M USD (28.65%) and 2.7M USD (35.27%) to the team's total sales in 2020-21 and 2021-22 respectively, demonstrating a keen aptitude for identifying and seizing revenue opportunities.
✅ Leadership in Sales Enablement and Coaching: Led the team in lead generation and account management, significantly enhancing sales performance and coaching team members to achieve top results.
✅ Enhancing Customer Experience Management (CXM): Actively integrated customer feedback into our processes, addressing complex challenges and significantly boosting customer satisfaction through improved service delivery.
✅ Advanced Communication and Relationship Building: Employed outstanding communication skills and empathy to skillfully manage incidents and cultivate strong relationships, enhancing customer trust and loyalty.
✅ Driving Customer Success Initiatives: Focused on effective onboarding, user adoption, and engagement strategies, which increased Customer Lifetime Value (CLTV) and reduced churn by establishing deeper customer engagement and loyalty.
✅ Customer Advocacy and Analytics: Instrumental in developing and leading customer advocacy programs, contributing to the creation of comprehensive customer success analytics that guided strategic decision-making.
✅ Innovative Growth Hacking and Data-Driven Decision Making: Played a critical role in implementing growth hacking techniques and data-driven strategies, leading to substantial gains in user acquisition and retention.
✅ Contributions to Sales Team Management: Enhanced sales performance management and provided impactful sales training and development, significantly improving overall sales pipeline management and team efficiency.

Account Manager: Official title: Growth Customer Advocate 

✅ Thrived in both B2B and B2C customer service scenarios, excelling in Customer Experience Management (CXM) and Customer Satisfaction.
✅ Managed high-volume customer interactions across multiple channels, utilizing Customer Support Tools for efficient resolutions.
✅ Specialized in billing and accounts, employing problem-solving and empathy to streamline customer experiences.
✅ Conducted troubleshooting, minimizing customer downtime and enhancing User Adoption.
I developed a skills matrix for Customer Advocates, reinforcing my role as a Subject Matter Expert (SME) in Customer Advocacy.
✅ Showcased adaptability and dedication to Continuous Improvement in tech environments through active participation in internal projects.
✅ Recognized consistently for high performance, contributing significantly to team goals and customer satisfaction.
✅ Took a leading role in the "Ship It" hackathon, focusing on Sentiment Analysis and presenting innovative findings to the company.
✅ Coached colleagues, demonstrating leadership and contributing to team development and knowledge sharing.
✅ Exhibited sales acumen, quickly becoming a top performer in revenue generation in a non-sales-focused role through innovative customer engagement strategies.
✅ Proposed the creation of a "Future Team" dedicated to researching AI tools and developments aimed at identifying opportunities for the company to leverage emerging technologies.
✅ Initiated the idea for a "Problem-Solving Team" to facilitate cross-functional collaboration and innovative solutions, advocating for diverse perspectives in addressing team challenges.

Customer Service Representative: Official Title: Customer Advocate

Catawiki

✅ Top performer in revenue generated from a non-sales role and highest customer feedback scores.
✅ Excelled in managing diverse client interactions, expertly handling inquiries, resolving disputes, and addressing complaints while performing troubleshooting to elevate Customer Satisfaction.
✅ Actively coached colleagues in sales and customer service techniques, demonstrating Empowering Leadership and commitment to Talent Development.
✅ Collaborated closely with the leadership team to brainstorm and implement service improvement ideas, showcasing Strategic Leadership and Innovative Leadership skills.
✅ Conducted in-depth research on customer feedback, utilising Data Analysis and Metrics and Analytics for actionable insights to enhance service quality.
✅ Fostered a culture of open communication, encouraging team members to voice their ideas and identify bottlenecks, thereby strengthening Team Management and Collaborative Leadership.
✅ Championed the initiative to recognise and validate team contributions in meetings, which boosted morale and confidence and aligned with Inspirational Leadership and Motivation principles.
✅ Proposed and spearheaded process improvement strategies, applying Problem-Solving, Decision-Making, and Change Leadership skills to drive effective solutions.
✅ developed a reputation as a positive influence in the workplace, contributing significantly to a motivating and productive environment.

Customer Service Representative

Strata Community Insurance

✅ Handpicked for the role by Grant Taylor, the former General Manager of AAMI, reflecting my recognised expertise in the insurance sector.
✅ I was granted authority to underwrite risks up to $70M in Total Sum Insured, showcasing my Risk Assessment and Financial Analysis proficiency.
✅Consistently excelled as the top sales performer, surpassing targets through strong skills in Client Relationship Management and Effective Communication and Negotiation.
✅ Efficiently managed and expanded client portfolios, quickly establishing myself as a trusted advisor and primary contact for key accounts.
✅ Implemented robust Risk Mitigation Strategies, balancing client coverage needs with the company's financial interests.
✅ Specialized in residential strata, company title, portfolio transfers, and policy renewals, applying Insurance Products and Services knowledge in B2B and B2C contexts.
✅ Established collaborative relationships with key team members, including the State Manager, Business Development Managers, and Senior Underwriters, to enhance Insurance Industry Knowledge and strategic alignment.
✅ I have been recognised as a preferred underwriter by clients in the NSW Team, cementing my reputation as a high-value asset to the company.
✅ Negotiated insurance premiums adeptly, balancing client satisfaction and company profitability.
✅ Conducted in-depth analysis of defect reports and insurance product disclosure statements, ensuring Regulatory Compliance and comprehensive coverage.
✅ Served as the first point of contact for inquiries, efficiently resolving issues and handling basic troubleshooting.
✅ Played a pivotal role in the NSW team, providing essential administrative support, including processing policy documents, endorsements, and cancellations.
✅ I assumed additional responsibilities as a Fire Warden and First Aid Officer, emphasising my dedication to workplace safety and team well-being.

Account Manager: Official Title: Underwriter

AAMI

✅ Distinguished as the top performer in sales and service for 18 consecutive months, setting a benchmark for excellence and efficiency in the team.
✅ Achieved remarkable metrics with the lowest hold times and after-call wrap-up times, averaging under one second over 18 months, demonstrating an unwavering commitment to Customer Satisfaction and Efficiency.
✅Emerged as the team's highest CTP (Compulsory Third Party) cross-seller and a leading seller of Windscreen add-on coverage, consistently surpassing sales targets for these value-added products.
✅ Expertly handled customer inquiries in home and contents, motor, and landlord insurance, excelling in a B2C environment.
✅ Resolved troubleshooting issues swiftly and effectively, ensuring high customer satisfaction and rapid issue resolution.
✅ Initiated and led the training of recruits, four of whom rapidly became top-ten performers, reflecting strong skills in Coaching and Mentoring.
✅ Honoured with the privilege of attending three consecutive Elevate Reward Events in recognition of my sustained high performance, underlining my Result-Oriented Leadership.
✅ Acted as a mentor for the team, playing a pivotal role in meeting and exceeding KPIs and sales targets through hands-on coaching and guidance.
✅ Collaborated closely with the team leader, often strategically positioned for peer-to-peer training, enhancing team productivity and broadening the collective skill set.
✅ Partnered with and served as the primary conduit for team sales, enablement, and other cross-functional groups to deliver the best customer experience.
✅ Proactively and reactively identified, analysed, troubleshooted, escalated, triaged and resolved business-stopping customer-facing issues through partnership with leadership. 
✅ Developed content and trained our customer-facing teams on self-service systems and business processes.

Senior Sales and Customer Service Representative

Ceracell Beekeeping Supplies

✅ Organized daily tasks and assisted the manager with the day-to-day running of the warehouse.
✅ Liaised with customers and freight companies to ensure on-time delivery and handled customer enquiries.
✅ Trained and coached new staff in various warehouse areas.
✅ Loaded and unloaded freight with a forklift.
✅ Maintained inventory accuracy by conducting regular stock counts and updating inventory management systems, ensuring that stock levels were adequate to meet customer demands.
✅ Managed receiving incoming goods, verifying quantities and quality and processing any timely returns or discrepancies to maintain supply chain integrity.
✅ Oversaw the organisation and storage of products within the warehouse to optimise space usage and ensure safe and efficient retrieval for orders and deliveries.
✅ Coordinated with sales and procurement teams to align warehouse activities with broader business goals, contributing to the efficiency and cost-effectiveness of operations.

Senior Storeman and Forklift Operator

Spotless services

✅ Organized mise en place for a private hospital kitchen
✅ Planned and controlled stock and ordering supplies
✅ Liaised with suppliers and hospital management
✅ Filled in for head chef whenever he was away
✅ Ensured strict adherence to health and safety regulations and maintained the highest standards of cleanliness and hygiene in the kitchen and food preparation areas
✅ Collaborated with the nutrition team to plan and prepare meals that met the dietary requirements and preferences of patients, ensuring their satisfaction and wellbeing
✅ Managed the kitchen staff schedule, delegating tasks efficiently to ensure seamless kitchen operations during peak hours and in the head chef's absence
✅ Conducted regular quality checks on both incoming ingredients and prepared dishes to guarantee the best quality of food served to patients and staff
✅ Innovated and improved kitchen processes, contributing to menu development focusing on nutrition, cost-efficiency, and waste reduction.

Chef De Partie

Kermadec Ocean Restaurant

✅ Organised mise én place for the dessert and entrée sections, helping others when needed and ensuring all ingredients and equipment were prepared for service.
✅ Helped and trained kitchen hands, enhancing their skills and ensuring high standards were met.
✅ Followed orders directly from Head and Sous chefs, executing dishes precisely.
✅ Ensured cleaning procedures were adhered to, maintaining a pristine kitchen environment.
✅ Served as an all-rounder, adeptly handling tasks in the kitchen hand, dessert section, pizza section, and frontline alongside the head chef and sous chef.
✅ Consistently executed high-quality dishes in the fine dining section, contributing to the restaurant's reputation for excellence.
✅ Managed inventory and monitored the freshness and availability of ingredients, minimising waste while ensuring the quality of the menu offerings.
✅ Maintained a high-performance kitchen environment by setting a positive example and fostering a culture of teamwork, professionalism, and continuous improvement.
✅ Responded promptly and efficiently to customer feedback and special requests, upholding the establishment's high standards for guest satisfaction.

GBS Bar and Restaurant

✅ Organised mise en place for dessert and pizza section
✅ Worked closely with the head chef to ensure smooth kitchen operations. 
✅ Planned and controlled stock and ordering supplies
✅ Coached and trained new kitchen hands
✅ Received 3x employee of the month awards
✅ Curated a diverse menu for the dessert and pizza sections, introducing new, innovative flavours while honouring classic favourites.
✅ Ensured high-quality presentation and timely execution of dishes, contributing to the restaurant's reputation for culinary excellence.
✅  Fostered a collaborative environment, effectively coordinating with the service team to enhance customer dining experience.
✅ Maintained rigorous food safety and kitchen hygiene standards, surpassing regulatory requirements.
✅ Actively participated in weekly management meetings to discuss operations, menu planning, and customer service strategies.

McDonald's

✅ Planned and controlled stock, ensuring inventory levels were consistently balanced with customer demand.
✅ Coached and trained new staff, providing comprehensive guidance to uphold service and quality standards.
✅ Worked in all sections, demonstrating versatility and a deep understanding of each operational aspect.
✅ Received 2x employee of the month awards for exceptional work ethic and contribution to the team.
✅ Was in training to become a manager, developing leadership skills and gaining in-depth knowledge of store operations.
✅ Implemented efficient workflows and station management, reducing service times and enhancing customer satisfaction.
✅ Assisted in managing shift schedules and maintaining optimal staffing levels to support store efficiency.
✅ Conducted quality control checks to maintain the high standards expected at McDonald's.
✅ Participated in local marketing initiatives to boost store revenue and build community relationships.
✅ Demonstrated leadership qualities aligned with the company's values, setting a positive example for the team.

Crew Member

| 5.6 yrs @ Atlassian | $7M+ Net Sales, 24% Team Revenue | Top Performer in Last 6 Roles | Seeking Manager/Lead Positions | Growth & Customer Success Driver | Skills: EQ, CQ, AQ, SQ | Optimization & Efficiency Expert |

Ciao, I’m Brendan—Snr CSM at CleverTap, but think of me as a 4-player chess thinker who thrives on strategy and support. In games like BF and Dota 2, I’m the healer keeping the squad alive; at work, I shield my team, stand up for what’s right, and put wellness first—happy teams win. With mates, I’m the one they gravitate to for a laugh and a lift; with family, I’m the peacemaker solving spats. I’ve nudged €6.8M ARR at Atlassian and upped advocacy 20% by keeping it real. Off-duty, I’m a SuperGrok-driven tinkerer—exploring Web3, DePIN, and AI, turning old gear into community gold, and poking at Discord projects. Chess, music, and clever fixes keep me ticking. Open to chats about Web3/DePIN gigs, smart ops, or making work fun—say hi!

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