Atlassian

Strategic Engagement Manager

TechLifeSydney

I optimise customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement.

Company Director - Customer Experience and Success

Weirdly

Weirdly's an HR tech start-up servicing some of the world's biggest brands (Uber, Square, Kmart, Target, Super Retail Group, John Holland, Atlassian). Weirdly is a full-screening CRM designed specifically for high-volume, customer service roles transforming the way candidates are sourced, engaged and hired. A suite of products including customisable soft skills, values or capabilities assessments, videoIntros, automated scheduling, and document and onboarding management via integrated partners.

Responsibilities 
- Design and implemented our Customer Success Strategy including the operational framework and excellence 
- Own, monitor and track user and customer metrics to drive adoption and engagement in the Weirdly product
- Led, implement and onboarded transformational enterprise recruitment projects, such as The Kmart Group, John Holland, Atlassian and many more meeting project delivery dates.
- Recruit, lead & support our customer success managers to deliver world-class white glove customer service and experience to our valued partners and customers.
- Act as a strategic visionary that can anticipate decisions, explore and uncover business needs and understand how Weirdly's range of product offerings can grow revenue and our customer satisfaction
- Drive net revenue retention and upsell opportunities

Head of Customer Success

- Collaborated with sales leaders and executives to align on pre-sales and post-sales revenue strategies, renewal forecasting, customer success plans, and account opportunities
- Identified and proactively engaged with customers at key moments throughout the customer lifecycle to prevent churn, handle escalations, drive success and empower them to grow on the Weirdly platform
- Collaborated on high-priority internal projects that evolve the Customer Success function to better meet our customer's business needs
- Delivered training programs, briefings and presentations to external enterprise stakeholders globally via video or face to face

Customer Success and Implementation

- Designed and lead prospecting and lead-generation activities
- Educated and networked with key prospects and seller contacts
- Worked closely with marketing, product, business development, customer service and other key internal Weirdly stakeholders
- Exceeded quarterly growth targets 
- Ability to thrive in an ambiguous environment
- Worked on go-to-market strategies

Business Development Manager

SiteMinder

As the leading cloud platform for hotels, SiteMinder empowers hotels to attract, reach and convert guests across the globe. Serving hotels of all sizes with award-winning solutions for independents and groups alike. With more than 30,000 hotel customers and 550 of the industry’s top connectivity providers as our partners, today they have a presence in more than 160 countries on six continents.  Backed by Silicon Valley TCV (Technology Crossover Ventures)

- Partnered with the talent team and hiring managers to build a steady pipeline of top talent through multifaceted sourcing channels. 
- Delivered ongoing results for technical and product hires across multiple skill pipelines and locations. Prepared, negotiated, extended and closed offers to candidates
-Lead candidates through the recruiting process and ensure a fair, timely, transparent applicant experience that reflected Siteminders values and mission.
- Maintained clean data in the ATS (Lever) and regularly tracked/analysed pipeline and performance data to iterate on my approach
- Facilitated and sponsored community events - Hackathons and Meetups

Senior Talent Acquisition - Engineering and product | Employer Branding

Hired, Inc.

Operations Manager for the APAC (Sydney, Melbourne and Singapore) markets. Notably fostering the company values and building an inclusive, engaging and positive culture for our people, customers and candidates. 

Day-to-day tasks included 
- Management of all real estate
- Vendor relationships
- Budget management and financial admin
- Legal support and HR compliance 
- Event curation (Conferences, Hackathons, Activations, Meetups)

My main focus was our go-to-market enablement, continuous execution and expansion. Supporting sales teams with client relationship events and activating and growing candidate communities to drive success and ROI.

Operations Manager

The Corner House Bondi

Eatery divided into four sections – The Kitchen, The Dining Room, The Living Room and The Lobby – each space is designed to provide guests with a different experience. The Kitchen, for example, offers casual dining in the form of wood-fired pizzas and antipasto, while the The Living Room offers a modern cocktail list.
The Corner House is also focused on supporting local artists, offering their wall space for exhibitions including photographer Toby Burrows.

Co-Owner

Flight Centre

Flight Centre Travel Group is one of the world’s largest travel agency groups, with more than 2,500 leisure, corporate and wholesale businesses in 11 countries and 16,000 employees worldwide. Their rapidly expanding network now extends throughout Australia, New Zealand, the United States, the United Kingdom, South Africa, Hong Kong, India, China, Singapore and the United Arab Emirates. 

Within this role, I was primarily responsible for recruiting, coaching and developing team members, while also motivating and maintaining an enthusiastic and profitable team. I acted as a mentor to my team, as I provided focus and direction to short and long-term profit goals.

Retail Team Leader

International Travel Sales Consultant and Assistant Team Leader

Ruapehu Alpine Lifts (RAL Ltd)

Founded in 1953, Ruapehu Alpine lifts runs two of the largest ski areas in New Zealand. 

My role in this position was to oversea the Cafe/Bar/Functioning Operation and support with Duty Management shifts. Create a great atmosphere and insure the best customer service and highest quality of food is served. Train and Inspire my team. To maintain a high standard of Hygiene and Safety, HR standards and licensing. 

Being the first indoor public seating zone on the mountain it became very busy at times due to alpine conditions. I had to be well organised,  quick thinking and be able to multi task.

Food And Beverage Assistant

An experienced leader working in startups and large organisations spanning over 15 years. Demonstrated abilities in new business development, project management, software implementation, customer onboarding, retention, expansion, and advocacy.  A trusted advisor supporting technology services to a broad range of customers and verticals. 

Working in startups over the past 7 years on growth, product solutions, customer success strategies, establishing operational relationships, and customer excellence. Building and developing successful cross-functional teams, creating an environment for people to reach their fullest potential.

My SaaS customer-centric career has seen me build and lead successful teams, continually achieve goals, and push barriers in emerging technologies.

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