Experience

Looking for the next opportunity

• Information Services
• 1 - 100 Employee

• Looking for next opportunity

  • Nov 2019 - Present



Telogis, A Verizon Company

• United States
• Software Development
• 1 - 100 Employee

• Client Services Lead

  • Nov 2015 - Oct 2019

  Focused on Customer Success, worked in partnership with Verizon Connect Enterprise software sales, support and product in the alignment of Professional Services sales, services and delivery objectives for continuous improvement and customer success. Key achievements: • Led and grew the professional services team at Telogis, and was integral in the integration of the team after the Verizon acquisition. • Met revenue target goals over three years Focused on Customer Success, worked in partnership with Verizon Connect Enterprise software sales, support and product in the alignment of Professional Services sales, services and delivery objectives for continuous improvement and customer success. Key achievements: • Led and grew the professional services team at Telogis, and was integral in the integration of the team after the Verizon acquisition. • Met revenue target goals over three years



Dataract

• Client Services/ Professional Services Director

  • Apr 2011 - May 2013

  Managed Professional Services, Customer Support, Development team. Managed Contracts, Customer Relationships, Support and Service Escalations, Operational Management and Business Strategy. Customer advocate and main point of contact for all service sales and issues. Instrumental in the company restructure providing input to organizational structure and business strategy. Managed Professional Services, Customer Support, Development team. Managed Contracts, Customer Relationships, Support and Service Escalations, Operational Management and Business Strategy. Customer advocate and main point of contact for all service sales and issues. Instrumental in the company restructure providing input to organizational structure and business strategy.



IBM

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• ECM Practice Manager

  • Jul 2007 - Mar 2011

  The ECM Practice Manager led the ECM Services practice with responsibilities in brand direction, services business performance and pipeline, utilisation, skills development/technical vitality, and delivery quality. The role had P&L responsibility, management of all ECM projects, people management, business management, matrix and operational management. The ECM Practice Manager led the ECM Services practice with responsibilities in brand direction, services business performance and pipeline, utilisation, skills development/technical vitality, and delivery quality. The role had P&L responsibility, management of all ECM projects, people management, business management, matrix and operational management.



FileNet

• Customer Loyalty/Success Manager

  • Jan 2005 - Jul 2007

  Management of the Worldwide Customer Loyalty/Success Program for Asia Pacific which resulted in a marked improvement in customer loyalty across the region. This role developed close relationships with clients and collaborated with departments across the organization where necessary, interfaced with the account management teams for ongoing Account Management.

• Customer Service & Support Director

  • Jul 2000 - Jul 2007

  The role was responsible for the ongoing management and development of FileNet AsiaPacific Customer Service and Support. Provided strong leadership across the organization to develop and deliver entrepreneurial technical support, field services and Education. he role included situation management for AP, management of the AP Customer Loyalty program, customer relationship and membership of the AP management team driving services strategy.

• Managing Director/Company Director/Company Secretary

  • Jan 2003 - Jan 2004

  In addition to the Customer Services and Support Director role, I held the following responsibilities:• Operational management for FileNet Australia and New Zealand• Interfaced and liaised with the sales team and services teams • Performed the duties of Company Secretary• Performed the duties of Company Director

• Education Manager

  • Jan 2001 - Jan 2004

  In addition to the Customer Services and Support Director role, I held the following responsibilities as Education Manager:• Management of Education Services in ANZ for Customers and Business Partners.• Management of the Education team (3)• Interfacing with the marketing teams to promote and market education• Promote and sell education services and provide the sales team with selling strategiesAchievements:• Consistently met the Education revenue target• Built a strong Education business• Instrumental in the development of FileNet Education offerings worldwide



Systems Union

• Customer Services Manager

  • Dec 1993 - Jul 2000

  I held a number of roles and was a member of the Australian professional management team. As Australian Support Manager I managed a support team, set budgets and managed all aspects of customer service of the company. As Training Manager managed all aspects of training; developed training materials; marketing, provided Adult Training techniques; formed part of the international training team. As Senior Consultant delivered consulting services to the customer base in line with the Systems Union professional services methodology