Julian Bailey

Global Manager of Support at Enboarder
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Contact Information
us****@****om
(386) 825-5501
Location
Sydney, New South Wales, Australia, AU

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Credentials

  • Coaching and Developing Employees
    LinkedIn
    May, 2021
    - Nov, 2024
  • Leading a Customer Service Team
    LinkedIn
    May, 2021
    - Nov, 2024
  • Customer Success Management Fundamentals
    LinkedIn
    Nov, 2020
    - Nov, 2024
  • Developing Your Emotional Intelligence
    LinkedIn
    Nov, 2020
    - Nov, 2024
  • Time Management Tips: Communication
    LinkedIn
    Nov, 2020
    - Nov, 2024

Experience

  • Enboarder
    • United States
    • Human Resources Services
    • 100 - 200 Employee
    • Global Manager of Support
      • Jun 2022 - Present

      I head up the global Support team at Enboarder. I am responsible for leading the global strategy, operations and team across several regions including EMEA, NORAM, and APAC.Our team is the first point of contact for technical and product support for our Enterprise and Mid-Market customers such as McDonald's, Hugo Boss, EA Games, ING Direct and Eventbrite.I am passionate about acting as the ‘Voice of the Customer’ and driving a ‘customer obsessed’ culture within the Support team and across the wider Enboarder business.Day-to-day, my role involves scaling our teams across regions. This includes onboarding, training, and coaching our people as Enboarder continues our rapid global growth and expansion. I also sit on the Senior Management team, helping design and scale Enboarder's growth plans. In addition to this, please see details in the Support Lead description below to view my continued day-to-day activities. I continue to be part of our Culture Committe, Community Management Team, and DEI Council.

    • Senior Success Manager & Support Lead
      • Jul 2021 - Jun 2022

      As Support Lead, it was my priority to coach and develop my team to create an incredible service performance culture. I effectively recruited, retained and developed, a global team of specialists and ensured the highest level of CSat was achieved, never dropping below an average of 90%. As a founding member of our Culture Crew, I lived and breathed a culture of collaboration, trust and information sharing to enable healthy discussion and learnings within my team. On top of this, I designed KPIs, QA materials, Support Macros, and managed the end to end experience of our Knowledge Base which helped assist the high retention rate Enboarder continues to experience (as proven by our company NPS feedback). As part of my ongoing employment, I collaborated deeply with our Product and Engineering teams to deliver insights that led to multiple product enhancements, worked alongside our Marketing team to assist in the roll out of customer EDMs, and developed training materials to enable successful upskilling of our Customer Success and Sales teams globally.I continued to manage a book of business consisting of mid-market and enterprise customers in a Senior Customer Success Position, managed our Customer Community and headed up our Culture Crew in APAC.

    • Customer Success Manager
      • Feb 2018 - Jun 2021

      I manage post-sales activity for our mid-market to enterprise customers across APAC through strong relationship-building, product knowledge, planning, and execution of project and pilot customers. On top of this, I am the APAC Enboarder Customer Community Manager, being a customer advocate, demonstrating my passion for relationship building, and going that extra mile for my customers. Moderating and creating content in our community using different media types is extremely exciting for me.

  • Apple
    • United States
    • Computers and Electronics Manufacturing
    • 700 & Above Employee
    • Solutions Consultant
      • Mar 2015 - Feb 2018

      - Responsible for driving sell-thru within partner channels- Influence product mix based on changing trends in the market- Implement regional and store level training programs- Facilitate training solutions within our partner stores- Drive brand engagement within in store through advocacy programs- Provide daily support for partner stores- Contribute to strategic sales incentives- Create a Quarterly Business Review- Deliver business reviews that drive existing and new incentives and sales-Manage and merchandise partner stores Apple fixtures

  • The Nuance Group
    • Switzerland
    • Retail
    • 300 - 400 Employee
    • Team Manager
      • Jul 2012 - Feb 2015

      - Manage stores in Arrivals and Departures- Manager of Technology, Wine and Confectionary in Arrivals- Influence and lead our brand ambassadors- Facilitate HR Sales Training for all stores in Arrivals and Departures- Create rosters and track staff sales and KPIs- Manage a large team of up to 40 staff per shift- Contribute to strategic sales incentives- Talent acquisition for Arrivals- Create and maintain Arrivals Music and Spoken Word audio commercials- Enable and monitor positive customer service within our partners- Merchandise stores in Arrivals and Departures where needed

Education

  • Trinity Grammar School
    1997 - 2007
  • Actors Centre Australia
    Acting
    2014 - 2014
  • TAFE NSW
    Certificate III and IV, Hospitality Administration/Management
    -
  • TAFE NSW
    Certificate, Commercial Cookery
    -

Community

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