Anna Deck
Senior Customer Success Manager at Blackbaud Pacific- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
Topline Score
Bio
Jenny Fahey
Anna is one of those quiet determined achievers who gets in and works it out. She managed a team of account managers tasked with renewing and up-selling the existing customers that made up the main part of our company revenue. She was strategic, proactively calculated revenue forecasts, uncovered any invoicing inconsistencies, focused on the bigger picture and what factors would impact company success. Anna was always approachable and she recognized the unique strengths of individuals in her team. I was always impressed with Anna's integrity, honesty and willingness to be of help. We worked together on supporting existing business relationships and building new ones.
Peter Dixon
I have known Anna for a long time. She has specialised in both sales channels and IT and has recently spend a long time dealing with the education sector. I have recently engaged with her in connection with my start-up and she very quickly brought to the table lots of ideas in the areas of her expertise. I would strongly recommend her for a position in any of these fields.
Jenny Fahey
Anna is one of those quiet determined achievers who gets in and works it out. She managed a team of account managers tasked with renewing and up-selling the existing customers that made up the main part of our company revenue. She was strategic, proactively calculated revenue forecasts, uncovered any invoicing inconsistencies, focused on the bigger picture and what factors would impact company success. Anna was always approachable and she recognized the unique strengths of individuals in her team. I was always impressed with Anna's integrity, honesty and willingness to be of help. We worked together on supporting existing business relationships and building new ones.
Peter Dixon
I have known Anna for a long time. She has specialised in both sales channels and IT and has recently spend a long time dealing with the education sector. I have recently engaged with her in connection with my start-up and she very quickly brought to the table lots of ideas in the areas of her expertise. I would strongly recommend her for a position in any of these fields.
Jenny Fahey
Anna is one of those quiet determined achievers who gets in and works it out. She managed a team of account managers tasked with renewing and up-selling the existing customers that made up the main part of our company revenue. She was strategic, proactively calculated revenue forecasts, uncovered any invoicing inconsistencies, focused on the bigger picture and what factors would impact company success. Anna was always approachable and she recognized the unique strengths of individuals in her team. I was always impressed with Anna's integrity, honesty and willingness to be of help. We worked together on supporting existing business relationships and building new ones.
Peter Dixon
I have known Anna for a long time. She has specialised in both sales channels and IT and has recently spend a long time dealing with the education sector. I have recently engaged with her in connection with my start-up and she very quickly brought to the table lots of ideas in the areas of her expertise. I would strongly recommend her for a position in any of these fields.
Jenny Fahey
Anna is one of those quiet determined achievers who gets in and works it out. She managed a team of account managers tasked with renewing and up-selling the existing customers that made up the main part of our company revenue. She was strategic, proactively calculated revenue forecasts, uncovered any invoicing inconsistencies, focused on the bigger picture and what factors would impact company success. Anna was always approachable and she recognized the unique strengths of individuals in her team. I was always impressed with Anna's integrity, honesty and willingness to be of help. We worked together on supporting existing business relationships and building new ones.
Peter Dixon
I have known Anna for a long time. She has specialised in both sales channels and IT and has recently spend a long time dealing with the education sector. I have recently engaged with her in connection with my start-up and she very quickly brought to the table lots of ideas in the areas of her expertise. I would strongly recommend her for a position in any of these fields.
Credentials
-
Introductory Certificate in Business Analysis
Charles Sturt UniversityAug, 2016- Oct, 2024 -
PRINCE2 Practitioner - Project Management
APMG InternationalApr, 2016- Oct, 2024 -
PRINCE2 Foundation - Project Management
APMG InternationalMar, 2016- Oct, 2024 -
Introduction to Data Governance
Lynda.comSep, 2015- Oct, 2024 -
Learning R
LinkedInJul, 2015- Oct, 2024 -
Microsoft Dynamics 365 First Look
LinkedInJul, 2015- Oct, 2024
Experience
-
Blackbaud - Asia Pacific
-
Australia
-
Software Development
-
1 - 100 Employee
-
Senior Customer Success Manager
-
Mar 2019 - Present
World’s leading software company powering social good. World’s leading software company powering social good.
-
-
-
3P Learning
-
Australia
-
E-Learning Providers
-
200 - 300 Employee
-
National Implementation Manager
-
Jan 2014 - Jan 2016
Led an Account Management team of 13 advising on the successful implementation, training and relationship building strategies for the Australian and Asian Market, by mentoring team members to perform to their maximum potential, closely monitoring team performance, and providing timely feedback. This resulted in a high performing, close knit team who regularly met their quarterly and yearly target of $27mill pa.Achieved 89% retention, by ensuring each team member built strong lasting relationships with their clients while delivering the highest level of Customer Service. This resulted in building 14% growth for FY16.Relentlessly reviewed on an ongoing basis, all processes and tasks to remove wasted effort on low value activity and duplication. This streamlining of processes ensured the team was able to spend more time on high value activities focused on enriching customer relationships and as a result achieve higher job satisfaction and low staff turnover.Designed business metrics including ranking of clients by actual value, potential value, and product utilization score, that drove priorities within the 13 portfolios. This enabled the team to be proactive in their interactions with clients, resulting in the establishment of strong and long lasting partnerships. Designed and managed the successful implementation of a Wavering Customer Process by identifying and reporting on factors that ensure early detection of “at risk” clients and creating an action a plan to ensure long term retention. This resulted in an outstanding 89% product retention rate.Successfully collaborated with Marketing Department to ensure every campaign was relevant, timely, and of high quality, resulting in the Account management team being able to leverage these campaigns to cross sell, upsell, retain client base of 6000+ schools and met tough targets of $23.8mil pa FY15. Show less
-
-
Team Leader NSW
-
Nov 2012 - Jan 2014
Managed and led a team of 5 Account Managers advising on the successful implementation, training and relationship building strategies for the NSW Market, by mentoring team members to perform to their maximum potential, closely monitoring team performance, and providing timely feedback. This resulted in a high performing, close knit team who regularly met their quarterly targets.On a quarterly basis, successfully identified an under utilised, high value product component to be the target of all communications for that period. This lead to an increase in teacher logins of over 20%. An initial direct marketing campaign was kicked off, followed by key messaging in all outbound/inbound phone calls and emails. Each Account Manager was given a weekly call target. This resulted in a high positive energy period for the team. In addition, more teachers used the product which led to an improvement in the metrics governing a school’s likelihood of renewal. Show less
-
-
Account Manager NSW
-
Sep 2009 - Nov 2012
Identified opportunities to develop additional business growth by leveraging existing formal and informal education networks. This contributed to the achievement of 15% growth in existing business.Achieved over 90% retention, by ensuring I built strong lasting relationships with my clients while delivering the highest level of Customer Service and training that was relevant and timely.
-
-
-
Salmat
-
Australia
-
Advertising Services
-
700 & Above Employee
-
Client Services Manager
-
1996 - 2000
Ensure teams provided the highest quality solutions to clients, by working closely with the client to ensure their needs were clearly understood before any work began. This resulted in a very profitable Name and Address matching Bureau business, and client Direct Marketing Database management. Successfully achieved and maintained ISO9001 Quality Management Certification for the Client Services Group resulting in successful bids on large float tenders, such as the Telstra Float. Maintained a highly effective team by ensuring each member of the team had a clearly defined role and responsibility and were mentored to build professional sales and client relationship skills. Show less
-
-
-
-
Analyst/Programmer
-
1994 - 1996
Provided application analysis and design by creating quality solutions which ensured maximum efficiency and effectiveness of applications. Provided high quality Program specification, coding, testing and implementation. This resulted in a successful integration of National Mutual onto the AC&L policy system. Provided application analysis and design by creating quality solutions which ensured maximum efficiency and effectiveness of applications. Provided high quality Program specification, coding, testing and implementation. This resulted in a successful integration of National Mutual onto the AC&L policy system.
-
-
-
3M
-
United States
-
Industrial Machinery Manufacturing
-
700 & Above Employee
-
Information Systems Specialist
-
1984 - 1992
Managed the successful implementation and integration of a new manufacturing software at 3M Australia and 3M Health Care by providing expertise in this area, having an attention to detail, implementing and executing a successful Change Management program, and training manufacturing planners on the new software. This resulted in minimum manufacturing down time, and a smooth transition to the new software. APICS Certified - Production & Inventory Management Ensured Sales and Marketing systems supported the Sales and Marketing teams, by ensuring all tools used by these teams, and management of all modifications, implementation, testing and operational documentation were provided with a high level of expertise resulting in teams having all the information they needed in a timely fashion. Positions held: Information Systems Specialist Analyst/Programmer Programmer Marketing Co-ordinator Show less
-
-
Education
-
1980 - 1984
University of New South Wales
Bachelor of Commerce, Marketing
Community
