Zendesk

Principal Customer Success Manager

Zendesk is a customer experience (CX) SaaS platform who provides personalised experiences to customers or employees across various channels that include email, phone, chat and social media. As a Customer Success professional, I'm responsible for partnering with a portfolio of customers (Enterprise/Commercial) to adopt the Zendesk product and maximise its full potential.

Achievements:
- Awarded ANZ Customer Success Manager of the year for 2023
- NRR 103% (met target 3 out of 4 quarters)
- 6 customer stories to help drive referencability

Snr Customer Success Manager

Revionics

- Responsible for managing a book of business of USD $1.25m ARR and establishing trusted relationships with customers at all levels (operational to executive sponsors). 
- Developed Success Plans for customers by understanding their desired outcomes / objectives, measures of success and criteria for success. This included the 1st Success Plan template for the Global Customer Success team.
- Responsible for negotiating and managing SaaS renewal contracts (yearly or 3-year agreements).
- Continuously monitoring account health, such as sentiment, engagement (business sponsor & operational), product adoption (including deployment) and risk management.
- Act as the point of escalation on Customer Success and Support related issues in APAC region.
- Drive continuous improvement within the global Customer Success and Support organizations by deploying a customer first mindset, commenced the development of Customer Success playbooks and initiated a Customer Success playbook.

Director, Customer Success

REA Group

- First Head of Customer Success (CS) professional, responsible for introducing the CS capability to the organization for two SaaS products across Sales, Go-To Market, Product, Engineering, Marketing & Customer Operations.
- Established playbooks focused on Onboarding, Adoption and Renewal. 
- Successfully achieved KPIs of 80% CSAT, < 10% churn and Onboarding first time to value within 8 business days. 
- Established partnership with Realtair (third party) to ensure both teams delivered Onboarding using Customer Success best practices.

Customer Success Lead

Serraview

Responsible for all of Serraview’s client-facing engagements and day-to-day operations, which include Customer Success, Onboarding, Support and Technical Services teams.

Developed and introduced a Customer Success model to the organisation, including technology such as Gainsight to operationalise our Customer Success engagements.

Currently implementing strategic Client Services initiatives focussed on increasing our self-service support strategy,  voice of customer (e.g user community, surveys) to bring our users together, playbooks and automation/tech touch.

Director, Client Services (APAC)

Due to a resource gap within the Onboarding team, I stepped into the Onboarding Project Manager role whilst performing my full-time Director of Client Services position for 6+ months. 

During this time, I was responsible for onboarding, implementing and ensuring our clients realised their initial value of our SaaS product. It included managing a number of internal and external stakeholders (e.g. analyst to business sponsor positions) varying from the business and technology.

Onboarding (Implementation) Project Manager

First Customer Success Manager hire to the organisation. 

Managed a portfolio of customers, consisting of SMB, Mid-Market and Enterprise.

Responsible for reviewing current processes and introducing a customer success model/framework to the organisation. Due to changes in the department, my role changed in managing the Client Services team .

Customer Success Manager

SpaceIQ

Property Exchange Australia Ltd (PEXA)

Responsible for managing a portfolio of financial services accounts including large, middle & small tiered organisations, focused on migrating their organisation and teams from paper settlements to our digital platform.

Executive Manager, Financial Services

Dynamic Futures

Recruited to manage a pipeline of projects driven by strategy and technology with a total approximate budget of £400,000. 

> Established business cases on behalf of the sponsors which included defining the scope of the solution, recommending the delivery approach, identifying and confirming resources, estimating resource effort and costs, understanding the benefits and gathering risks and issues. 

> Created and maintained various project plans for IT, Risk, Finance and the Financial Services practice group.

> Managed each project’s risk, issue and dependency log for all work streams (e.g. business analysts, developers, risk, finance).

> Facilitated and led weekly project team meetings to gather project updates, risks and issues.

> Conducted project board meetings with business and IT sponsors to present project updates, plan, costs, escalation of risks, issues or project exceptions (including the recommendation of solutions with cost implications). 

> Submitted fortnightly project status reports to project sponsors and project management office.

Project Manager @ CCM / Linklaters LLP

Represented the client to manage their transition work stream in rolling out the firm’s Windows 7 desktop across the UK comprising of 10 offices and supported IT managers with their deployments in Europe and Asia.

> Managed a small team of consultants and desktop engineers (approximately 8 resources) responsible for rolling out the firm’s Windows 7 desktop upgrade. 

> Worked closely with the IT business managers, service managers and training teams to drive out firm-wide communications and training to the practice groups and business services. 

> Analysed and consolidated discovery data (hardware and software) of approximately 6,000 devices to identify deployment requirements for each end user. 

> Created the deployment run book which included the various deployment methods, process steps to complete installation via PXE boot and post checks before completing the installation. This document was used by all engineers in the UK, Europe and Asia.

> Conducted pilot phase and early adopters phase for approximately 120 end users to gather their feedback and issues across the UK, Europe and Asia.

> Managed the day to day running of pre and post deployment activities which included identification of devices for deployment, floor walking support and issue resolution.

Project Manager @ CCM / Eversheds LLP

Barclays Corporate

Designed a new target operating model for the bank’s corporate liquidity product and implemented the design into operations.

Service Transition Project Manager
> Executed the planning and delivering of business implementation activities for two releases.

> Authored project deliverables including business verification testing scenarios, test plans and obtaining business sign off.

> Managed business verification testing activities and required to facilitate daily team calls to discuss status, issues/defects with UK & European stakeholders from technology (including offshore), product and operations.

> Managed a small team of 4 people to successfully achieve business readiness to implement the new proposition to the marketplace.

TOM (Target Operating Model) Project Manager 
> Supported the Senior Project Manager by providing input in creating the project plan, defining deliverables and managing risks and issues.

> Captured two iterations of the Detailed Operational Design document (100+ pages) covering operating models and operational process designs for UK, Spain, Germany, Ireland and Italy via facilitated workshops.

> Established as the operational design subject matter expert which included building key relationships with senior business stakeholders comprising of the UK and European Product, Operations and Technology teams.

> Key reviewer of technology use case documents and functional design documents.

Project Manager

Accenture UK

Jason transferred to the Accenture UK practice early 2011 as a consultant in the Financial Services practice.:

Project Manager – Lloyds Banking Group (London, United Kingdom)
> Supported the Programme Manager to track and report on the status of deliverables. 

> Managed project governance across all business work streams to ensure quality and consistency of deliverables were met.

> Co-led the creation of the programme’s full business case deliverable including the building of the FTE and cost estimation tool.

Consultant

Jason was a consultant at Accenture Australia for over 4 years and gained experience in Systems Integration project delivery within the Telecommunications and Financial Services industry. He has been involved in two large scale multi-million dollar projects (Telstra Transformation & ANZ Mortgages - Retail Lending Automation) and has held a number of different roles within the delivery lifecycle. 

He has held the following roles:
> Business Analyst Lead / Functional Designer
>  Control Room Support Lead
> Business Reporting Lead
> UAT Interfaces Lead
> Integration Test Analyst
> Batch Architect

Coles Group

As a Business Systems Analyst at the Coles Group, Jason’s primary responsibilities were to provide successful coordination, consolidation and presentment of weekly national business dashboards for the Coles supermarket brand and to senior stakeholders within the Operations business unit. In addition, he was heavily involved in re-engineering dashboard reporting processes and enhancement of the resource planning tools via VBA coding within MS Excel and Access. As a result of this role, he was exposed to understanding the processes involved in the running of the supermarkets business and building strong relationships with the project managers in formulating solutions to capture accurate operational metrics.

Business Systems Analyst

Customer Success @ Zendesk | CCSM3 | ODCS1 On Deck Customer Success Fellow

I am a customer focused and driven individual, who has held various roles as in Customer Success, Project Management and Management Consultancy. My passion is in creating positive and memorable customer experiences and delivering on positive outcomes. This can be all achieved using technology, data and automation. 

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