Experience

TimeEdit

• Sweden
• Software Development
• 1 - 100 Employee

• Director of Customer Success

  • Jun 2022 - Present



No-Code Australia

• IT Services and IT Consulting

• Co-Founder

  • Nov 2019 - Present



HungryHungry

• Australia
• IT Services and IT Consulting
• 1 - 100 Employee

• Head of Customer Success

  • Mar 2021 - May 2022

  Joined HungryHungry leadership team during a restructure to improve the customer success function, reduce churn and prepare for global growth. Responsible for Onboarding, Customer Success and Customer Support team. Key Achievements: - Reduced Ideal Client Churn by 50% within the first 6 months. - Grew CSM referral and upsell revenue by 300%. Joined HungryHungry leadership team during a restructure to improve the customer success function, reduce churn and prepare for global growth. Responsible for Onboarding, Customer Success and Customer Support team. Key Achievements: - Reduced Ideal Client Churn by 50% within the first 6 months. - Grew CSM referral and upsell revenue by 300%.



Myagi

• United States
• Technology, Information and Internet
• 1 - 100 Employee

• Principal Customer Success Manager

  • Aug 2020 - Mar 2021

  Key responsibilities: • Manage the customer success, on-boarding and account management function for enterprise clients within APAC. • Create and deliver account, retention and upgrade plans for APAC portfolio. • Identify and delivery of continuous improvement initiatives focused on on-boarding, CS frameworks, and platform knowledge transfer. • Provide through leadership to APAC clients regarding content strategy, content strategy, knowledge distribution & troubleshoot funnel challenges. • Develop customer success playbook for adoption by the global customer success team. Show less



Melbourne Accelerator Program (MAP)

• Australia
• Non-profit Organizations
• 1 - 100 Employee

• 2020 Cohort Participant

  • Jun 2020 - Dec 2020

  The Velocity Program is a part-time program for earlier stage founders created by Melbourne University. The Velocity program helps early-stage founders pressure test their startups - speeding up their discovery of first customers and pathway to product-market fit. Open to both for-profit and impact startups, it is important to us that both types of founders influence and motivate each other to succeed in business and in impact. The Velocity Program is a part-time program for earlier stage founders created by Melbourne University. The Velocity program helps early-stage founders pressure test their startups - speeding up their discovery of first customers and pathway to product-market fit. Open to both for-profit and impact startups, it is important to us that both types of founders influence and motivate each other to succeed in business and in impact.



1 Last Thing

• Australia
• Technology, Information and Internet

• Co-Founder

  • Sep 2019 - Dec 2020

  1 Last Thing creates living legacies through securely stored and distributed messages to allow anyone to continue to interact with their loved ones when they’re no longer able to. 1 Last Thing creates living legacies through securely stored and distributed messages to allow anyone to continue to interact with their loved ones when they’re no longer able to.



Gavl

• Australia
• Real Estate
• 1 - 100 Employee

• Head of Sales, Customer Success & Service Delivery

  • Nov 2016 - Aug 2020

  Joined Gavl as part of the executive team before launch to help shape go to market strategy, sales process & product delivery. • Grew Start-up from launch to over 300 active clients operating in 5 Australian states and New Zealand. • Developed Gavl's B2B growth objectives, and a prioritized roadmap of initiatives to test across customer acquisition, activation, retention, and up-sell.. • Created a customer-centric onboarding program and developed customer metrics to identify at-need clients which saw a 100% increase in active customers • Lead the business through a major pivot - Created, Executed & Assessed business growth initiatives across B2B & B2C market. • Developed marketing campaigns to generate product feature awareness and increase user adoption. Show less



Accelerate Careers Pty Ltd

• Australia
• Staffing and Recruiting
• 1 - 100 Employee

• Business Manager

  • May 2015 - Oct 2016

  Part of 2 person executive team - Managed daily operation, 7 direct reports with over 70 indirect. Achievements: • Grew annual revenue from $100k to >$5M per year. • Built Accelerate Careers from a one state office with 8 staff to 4 states with over 70. • Managed Accelerate Careers key accounts, provided reporting and insights to C-Level plus sold additional services into each client. • Transitioned the business from Start-up, to reach break-even and finally deliver net profit above budget. Show less



Acquire Learning

• Education Management
• 100 - 200 Employee

• Operations Manager

  • Oct 2014 - Mar 2015

  Management of the day-to-day activities of the Acquire Operations Team including Retention, Learning and Development, Quality and Compliance, Facilities, Recruitment, Staff Experiences and Complaints. 8 direct reports with over 40 indirect. Responsibilities included: • Clarify individual team member goals and ensure alignment with company goals • Facilities and OH&S Management of Acquire Learning Australian Sites • Manage HR, hiring and performance of operational staff • Manage and implement operation projects • Drive initiatives to contribute to short and long term operational excellence Show less



Santo Grão

• Brazil
• Restaurants
• 1 - 100 Employee

• Expansion Manager

  • Sep 2012 - Sep 2014

  Developed and delivered various business projects. Projects included: • Business Model Formulation & Organisational Structuring • Operational Manual Development • Accounting System Implementation and Data Migration • Business Intelligence System Implementation. Developed and delivered various business projects. Projects included: • Business Model Formulation & Organisational Structuring • Operational Manual Development • Accounting System Implementation and Data Migration • Business Intelligence System Implementation.



Medibank

• Australia
• Insurance
• 700 & Above Employee

• Strategy & Corporate Development - Business Analyst/Project Manager

  • May 2011 - Feb 2012

  • Collaborated with Director of Strategy to formulate Business Strategy as well as project based sub-strategies.• Managed the development of new products by engaging key stakeholders, business leads and product experts. • Evaluated business opportunities with a strategic, profitability and market focus.• Reviewed of Line-of-Business profitability within a whole of business strategic review; provide the analysis and recommendations to senior managers.• Kept up to date with developments in broadcast media and related sectors. Analysed trends across the marketplace, the impact of competition and shifts in customer needs. Show less

• Business Manager Victoria/Tasmania Region

  • Apr 2010 - May 2011

  Managed day-to-day operations across 5 site locations within different states which offered multiple services. Combined revenue of over $AUS 25M per annum. 10 direct reports with over 100 indirect. Duties included:• Provide leadership to a multi-disciplinary team of Medical and Administration professionals.• Coach and develop talent to optimise performance and engagement• Effectively prioritise key business activities (customer, employee, operational, financial) to achieve targets• Develop and sustain productive customer relationships through making customers and their needs a primary focus• Ensure services are timely, accurate and meet legislative, to customer SLA and company standards• Achieve revenue and profit targets whilst maintaining costs• Utilise financial analysis and data to effectively plan, budget and troubleshoot.• Navigate through a highly regulated industry with a risk and revenue focus. Show less

• Finance Manager Victoria/Tasmania Region

  • Jan 2009 - May 2011

  Managed regional finance unit responsible for accounts payable, receivable, billings and daily reconciliations. Typical activities included:• Provide and interpret financial information for region managing with commentary to practice managers of trends or unexpected changes;• Collaborate in the formulating of business plans for board submitting;• Researching and reporting on factors influencing business performance;• Conduct review and evaluations for cost-reduction opportunities;• Producing accurate financial reports to specific deadlines;• Managing regional budget formulation and report on discrepancies in performance;• Keep abreast of changes in financial regulations and legislation.• Manage company cash flow by ensuring payment terms for both suppliers and customers are kept. Manage aged debt by pro-actively identifying clients with high corporate risk. Show less



Pfizer

• United States
• Pharmaceutical Manufacturing
• 700 & Above Employee

• Treasury Analyst/Cash Manager

  • Aug 2007 - Aug 2008



Medibank

• Australia
• Insurance
• 700 & Above Employee

• Accountant

  • Jan 2006 - Jul 2007