Experience

• 

  Epicor software

  Sept 1998 - Mar 2001

  Operations specialist

  - Managing accounts receivable, renewals, order management, project management, monthly reporting, approvals, deal review/pricing.

• 

  Oracle

  Apr 2001 - Jun 2017

  - Customer Success role, leading the commercial negotiations of technical support renewal contracts for Oracle Support Services Top tier Key accounts.- Responsible for Software Support Renewals for an allocated set of Enterprise and top 10 Key accounts (over $40 million USD annually) - Customer Success management executed via consistent value, relationship building, cross business communication via governance forums, cross line of business engagement, support monitoring, lifecycle management and global best practices.- Working with customers and Oracle colleagues to be my customer's and friends trusted adviser, and renewals executed on time, lead to significantly improved win wins from 2011-2017. - Charges include ensuring customer retention and success, sales and forecast management, maintaining best practices, executive contract negotiations working with greater sales teams to ensure the highest customer knowledge of Cloud options, upgrades and license information.- Training and best practice review for ANZ sales team of 40plus members. Show less - Asia Pacific Focus, to lead and support the Global M&A strategies, implementation, training and coaching in Asia and Australia as Oracle acquired 20 plus companies.- Developed and implemented a JAPAC "Success" program, to minimize cancellations, increase regional collaboration, and drive improved support revenues. Reported directly to regional VP for the initiative.- Managed a team of 5 Support Sales Executives across Asia, including full revenue responsibility, targets, forecasting, business practices, change management, and contracts review and negotiation. - Responsible for Asia Pacific acquired product (Hyperion) software support revenue. Dealing directly with clients to ensure Customer Success, product knowledge transfers, retention and add on services delivered. - Provided sound business advice to JAPAC Senior Management Team on P&L management to drive achievement of financial targets. Key focus areas include Headcount management, Integration of new Acquisitions and Partners Management to leverage sales coverage and improved ROI. Show less - Lead a team of 4 Support Sales Reps handling $25mil USD in revenue across New Zealand, Indonesia and Thailand. (2007)- Full responsibility for account management of top tier Enterprise accounts in New Zealand, including C-level meetings, account planning, up-selling, on time target achievement.- Successful project management of Peoplesoft and JD Edwards (Oracle acquired Company in 2014 for $10 Billion USD) support integration, including process, policies, data and customers.- Partner and Oracle internal training and assistance on new acquisition Business Practices, Oracle policies and sales cycle planning. - Managed customer issues, sales cycle, account mapping, hiring, training, reporting, expenses, and other team functions. Show less - Main responsibilities included rolling out Global standard business practices and processes to the APAC countries, managing a team of Support Sales reps, meeting and reporting on KPI’s, handling difficult customer issues and closing sales cycle- Managed a team of 5-6 CRS sales reps covering Australia, New Zealand, Indonesia, Korea, Hong Kong, Philippines, Thailand and South Asia. - Responsible for 25% of country revenue ($22 Mil USD) and 70% of customers for these countries. - Proactively reviewed sales cycle, pipeline, Channel Partner results and support to achieve fixed targets and reduce cancellation rates.- Responsible for recruiting, escalations, training, reporting, people management, direct customer interactions and full account ownership. Show less

  • Services Sales Director

    Jun 2011 - Jun 2017

  • Senior Sales Manager and JAPAC Support Mergers and Acquisitions Lead

    Feb 2007 - Jun 2011

  • Senior Premier Support Sales Manager

    Jun 2005 - Jun 2007

  • Contract Renewal Sales (CRS) Manager

    Apr 2001 - May 2005
• 

  Opentext

  Jun 2017 - Apr 2018

  Manager, software renewals

  -Developed long-term relationships with existing customers and drove renewal rates higher Year over Year by ensuring value to my clients, key account planning in conjunction with my clients, partner management and consistent customer satisfaction.- Lead a team of 8 Support Renewal professionals to increase Customer satisfaction, ensure maximum customer benefits from support and full contract renewal management.-Working with our Global customers, partners and sales and technical support teams to ensure customer successes and maximise retentions.- Lead customer adoption, satisfaction and services expansion/upgrades.- Worked with Global Customer Support team to develop and implement new and improved operational processes ( main areas were cancellation avoidance and forecasting) Show less

• 

  Trapeze group

  Jul 2018 - May 2020

  Customer success manager

  - Helping clients to achieve their goals thru technology, outstanding service and trust. Proactively worked with clients to understand, align to their goals, and collaborate with internal groups to ensure my clients received maximum value from their investments in Trapeze products and services.- Provided support, education, and solutions to help customers meet their organizational needs and drive adoption and expansion of the Trapeze footprint to align with agency goals.- Working as one team with the Account Team to develop and manage solution-oriented plans. Show less

• 

  Salesforce

  May 2020 - now

  Principal renewals manager - off cycle at salesforce

  -Customer success/Renewals owner for resolving complex customer issues, seeking win-win outcomes and mitigating potential attrition during the contract. - Trusted expert on mid contract solutions and provide guidance to the extended team on optimal resolutions, including customer relations, value driven results and negotiations.- Working closely with internal and Customer teams to advise on best practices with Sales, Customer Success, Finance, Pricing, Legal, and the Renewals team to streamline the resolution process including customer success, executive relationships, and approvals. - Provide renewals leadership with regular status updates and accurate visibility to forecasted attrition, and escalate as needed for support on up to $60mil annual value contracts, Media and Technology clients.- Executive sales contract negotiations and strategic partnerships Show less