Manager, Customer Success

• Oct 2020 - Present

Customer Success Manager

• Aug 2018 - Oct 2020

Customer Success Manager

• Sep 2016 - Mar 2018

Responsible for consultation, strategic planning and reporting for PR, Marketing and Social Media strategies with blue chip, government agencies and key accounts using external data based insights. Responsible for Implementation of software across all divisions and providing technical training and support. Manage the full life cycle of the client’s experience from onboarding, growth, review and renewal across different departments within the client’s business. Member of product marketing team responsible for internal communications of product updates and feedback between product manager in San Francisco and Melbourne office. Responsible for regularly forecasting and hitting KPIs with $1.6m portfolio of multiple key accounts: Nintendo AU/NZ - Global consumer electronics and video games. Fisher & Paykel - Premium major appliance manufacturer with over $815M turnover (owned by Haier). HASSELL - Global architecture and design firm (25th largest) with major projects in UK, Singapore, Australia, China and Thailand. Patties foods - World’s largest meat pie producer with over $250m turnover - Assisted launch into US market with Philadelphia 76ers. Achieved 400% growth with a global account through strategic partnership, feedback and development of new/existing products. Show less

Senior Account Manager & Team Leader

• Oct 2014 - Mar 2016

Established and led a team of account managers specialising in turning around underperforming accounts - 50% of the total volume of clients in the Auckland region. Responsible for internal and external marketing communications of the Auckland office to existing members. Managed and created content for weekly EDM to over 2000 Auckland and Northland businesses, including over 5000 cardholders receiving over 35% open rates.• Helped team to improve client relationships by delivering strategic marketing plans resulting in 100% increase in client revenue within first year .• Achieved 101% annual target for 2014/15 year.• Re-wrote regulations for client terms and conditions for trading and transactions in line with current legislation; included in marketing channels provided clarity to existing members and reduced client complaints.• Implemented client complaint system resulting in over 80% of all employees adopting and engaging with the new system. Show less

Account Manager

• Jul 2012 - Sep 2014

Solely responsible for development and implementation of marketing, sales and procurement strategies for over 100 accounts, including 7 Key Accounts, including Bartercard NZ’s 5th largest client. Directly responsible for $4.5m client base, including clients in B2B, B2C, SME, FMCG, Digital and Media industries. Worked with a diverse range of companies including Club Physical, Food Magazine, Zeald, Exhibition Hire Services (Carlton Party Hire Group).• Negotiated deal worth $250,000 with a key supplier saving the company over $120,000 annually amid a potential closure of their account. This directly resulted in a new contract with the supplier, allowing Bartercard NZ to continue its bi-annual trade shows. These events directly contribute to over $4m in transactions, which are the largest revenue generating days in the company calendar.• Achieved 14.2% growth on retained accounts for 2013, including developing 6 accounts into key accounts.• 5x Top 10 ranking international account manager.• Received highest ranking score training achieving 98.5% result. Show less

Sales & Marketing Assistant

• Nov 2008 - Feb 2012

Key Tasks: • Assisting re-branding and advertising • Commission selling and customer purchase negotiations • Client relationship building with customers • Retail selling of high end technical goods • Taking purchase orders from suppliers • Promotional work at Auckland food show Key Tasks: • Assisting re-branding and advertising • Commission selling and customer purchase negotiations • Client relationship building with customers • Retail selling of high end technical goods • Taking purchase orders from suppliers • Promotional work at Auckland food show

Implementation Team Member

• Nov 2011 - Dec 2011

Responsible for the creative design and preparation of Christmas at the Races. Support on course marketing team while responsible for distribution of marketing collateral with racing clubs. Conduct marketing research and feedback while supporting customer service teams during events Responsible for the creative design and preparation of Christmas at the Races. Support on course marketing team while responsible for distribution of marketing collateral with racing clubs. Conduct marketing research and feedback while supporting customer service teams during events

Residential Assistant

• Feb 2011 - Nov 2011

Key tasks: • Directly responsible for supervision of 17 first year students • General supervision of 518 students • Liaison between students, co-workers and senior management • Managing and coaching university college football team • Organising social events Key tasks: • Directly responsible for supervision of 17 first year students • General supervision of 518 students • Liaison between students, co-workers and senior management • Managing and coaching university college football team • Organising social events