Head of Customer Success

• Apr 2023 - Present

Senior Solution Engineer

• Nov 2021 - Apr 2023

- Provide technical assistance throughout a world-class sales cycle to drive opportunities.- Deliver and customize technical presentations on BMC Solutions.- Explain the value to customers, with associated use cases, required capabilities, and differentiation.- Actively participate in sales calls to help manage technical requirements and simplify the needs and actions- Identify and develop innovative solutions to meet customer requirements.- Focus on large or complex sales opportunities with complex customer needs.- Write POV (Proof of Value) success criteria for a clients solution validation. Stand up the appropriate environment (OnPrem or SaaS) and manage the process to ensure success, communicating progress both to the customer and to the sales account management team.- Provide demonstrations and presentations for BMC Webinars and Tradeshows/Marketing Events.- Review and respond to RFP requirements from customers with sales and clients to establish the right solution and be consultative on whether to bid. Show less

Customer Success Manager

• Jan 2019 - Oct 2021

Accountable for the effective delivery and adoption of the product BMC Helix Knowledge Management, as well as directly working with customers helping them realize the value from the investment they make in the product. I also helped both BMC Value & Solution Engineers, Sales and the Marketing departments by doing demos, talking about knowledge management and showcasing the importance of the self-service experience. Expertise in business development, training, sales, communication, and support. Became a self-service specialist and got certified in the KCS (Knowledge-Centered Service) methodology. Show less

Board member

• Jun 2019 - Jul 2021

Developed strategic plans, approved budgets and decisions, evaluated and represented the housing cooperative to stakeholders. Developed strategic plans, approved budgets and decisions, evaluated and represented the housing cooperative to stakeholders.

KCS Consultant

• Aug 2019 - Dec 2019

Helped the organization to launch, improve, and refresh their knowledge management, KCS®, and self-service experience. Also helped identify areas of opportunities to take knowledge management to the next level. Knowledge-Centered Service (KCS®) is a best practice methodology that provides a detailed description of how service organizations can work more effectively with knowledge to improve the service delivery, become more productive in the service organization, decrease costs and increase service levels to customers. Show less

General Manager

• Apr 2016 - Dec 2018

Call Center Manager

• Oct 2015 - Feb 2016

Being part of a start up from day one, I had the responsibility to set up the call center with equipment and systems, to hire, train, prepare, and motivate staff members to provide excellent service to customers. I also set objectives, analyzed call center metrics, ensured that the company and staff met goals, and provided reliable, efficient support for customers. Being part of a start up from day one, I had the responsibility to set up the call center with equipment and systems, to hire, train, prepare, and motivate staff members to provide excellent service to customers. I also set objectives, analyzed call center metrics, ensured that the company and staff met goals, and provided reliable, efficient support for customers.

Sales Team Leader

• Aug 2014 - Sep 2015

Lead a team of Door to Door Specialists within the solar power industry, provided direction to my team (10-12 people) that enabled them to deliver results that consistently exceed company goals. * TOP SELS PERFORMER * Highest selling salesperson in Australia within the organization. Held the record for 9 consecutive months. Lead a team of Door to Door Specialists within the solar power industry, provided direction to my team (10-12 people) that enabled them to deliver results that consistently exceed company goals. * TOP SELS PERFORMER * Highest selling salesperson in Australia within the organization. Held the record for 9 consecutive months.

Brisbane Student Representative

• Jul 2013 - Jun 2015

Project & Events Manager + Senior Events Supervisor

• Sep 2011 - Aug 2014

Facilitated the front of house operations for the Gallery’s catering services, coordinating and overseeing all requirements associated with catering services including staffing resources, equipment, presentation, delivery and food execution. Accomplishments • Catered for between 100 - 15,000 attendees at events while supervising up to 100 functions staff • Increased sales revenue and repeat patronage at QAGOMA through the highest quality of service and client communications. • Consistently received outstanding client testimonials for service excellence. Show less

Team Leader Sales Consultant

• Sep 2013 - Mar 2014

Senior Events Supervisor

• Aug 2010 - Jul 2012

Sales Consultant

• Feb 2011 - Nov 2011

Small Business Owner

• Jun 2009 - Jul 2010

Started own company at the age of 18 as a personal shopper/stylist. Started own company at the age of 18 as a personal shopper/stylist.

Hospitality Team Member

• Apr 2007 - Jun 2010

Trainee

• Nov 2009 - Feb 2010

Trainee

• Feb 2009 - Mar 2009