David Sender

Experience

• 

  Marsh

  Oct 2011 - Sept 2014

  Assistant Account Executive

  • Developed strong working relationships with key client contacts.• Managed and resolved complex internal and external client queries.• Prepared and delivered client reports and presentations.• Calculated complex premiums and adjustments utilising Microsoft excel.

• 

  McGraw Hill

  Oct 2014 - Jul 2018

  • Led a cross cultural team with four direct reports, located in Sydney, Melbourne, Hong Kong and Singapore.• Managed the Implementation of McGraw Hill’s (SaaS) platform to customers across the Asia Pacific region.• Trained, coached and mentored staff to ensure smooth adoption of McGraw Hill platforms.• Owned the escalation of complex technical issues.• Worked directly with Marketing and Sales to drive usage of McGraw Hill platforms.• Exceeded customer usage targets by 23%. • Led a team with two direct reports.• Managed the delivery of platform implementation across Australia and New Zealand.• Translated business goals, feature concepts and customer needs into new implementation processes.• Coached and mentored staff members, including conducting performance reviews.• Increased customer usage of McGraw Hill platforms by 10% year on year. • Delivered front line implementation support to a network of complex customers.• Developed instructional documentation to support customer on boarding.• Resolved technical queries.• Effectively communicated with customers both face to face and via phone/email daily.• Increased customer usage of McGraw Hill platforms by 31% year on year.

  • Implementation Manager APAC

    Jul 2017 - Jul 2018

  • Implementation Manager ANZ

    Apr 2016 - Jul 2017

  • Digital Learning Consultant

    Oct 2014 - Apr 2016
• 

  KPMG Australia

  Jul 2018 - Jul 2019

  Manager

  • Responsibility for the management of select key partners within the Wiise software sales network• Educated the Wiise partner network through meetings, training sessions and the development of re-usable resources• Owned the relationship with the offshore support team• Contributed to the development of scalable onboarding and implementation practices• Collaborated with the development team to prioritise and build functionality based on customer feedback

• 

  RITEQ

  Jul 2019 - Dec 2019

  Service Delivery Manager

  • Accountable for the recruitment, induction, and training of professional services staff in Australia• Reviewed customer contracts and provided guidance in development of project plans ensuring implementations are completed on time, within budget and meet client expectations• Responsible for the management reporting of the service delivery department including profitability and utilisation• Monitored the progress of all implementation projects and identified exceptions to best practice• Attended to client escalations and responded/progressed the escalation to the appropriate parties Show less

• 

  Dayforce

  Dec 2019 - now

  • Coaching and mentoring to improve performance and drive career development• Build team expertise and confidence in project delivery work through real-time feedback, coaching and effective training plans• Manage executive level customer relationships and provide team oversight• Proactively manage team performance against utilisation targets and implement action plans to address any shortfalls

  • Director, Services

    Oct 2023 - now

  • Senior Manager, Implementation

    Nov 2021 - Oct 2023

  • Manager, Implementation

    Dec 2019 - Nov 2021