Angela Charalambous
Sydney,Australia
Summary
Dynamic and results-oriented leader with extensive experience in customer success, professional services, and sales. Proven track record in enhancing client experiences and driving satisfaction through strategic engagement and effective service delivery. Skilled in building and nurturing strong client and partner relationships, with a focus on achieving revenue growth and high retention rates. Leverages a solid understanding of client needs to deliver impactful solutions and ensure successful product adoption. Dedicated to fostering continuous improvement and meeting organizational goals through innovative leadership and strategic customer management.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Senior Customer Success Manager
PROS Pty Limited
01.2018 - Current
- Managed portfolio of local and global enterprise customers valued over 7M USD throughout full lifecycle, from implementation to post-go live.
- Cultivated long-term relationships with key stakeholders and C-suite executives, acting as a trusted advisor.
- Collaborated with cross-functional teams to enhance customer satisfaction, improving NPS and retention.
- Mentored and developed the Australia-based team, contributing to its growth.
- Drove renewals, upsells, and expansion opportunities, consistently achieving revenue targets and reducing churn achieving NRR of 115%
- Partnered with Sales to generate new business, respond to RFXs, and create strategic account plans.
- Oversaw services engagements, SOW contracts, and bespoke offerings, ensuring alignment with customer objectives.
- Delivered Customer Success Plans and Executive Business Reviews (EBRs) and tracked progress with key stakeholders.
- Ensured timely issue resolution and effective communication with strategic clients.
- Facilitated seamless onboarding and account management with sales, product, and support teams.
- Proactively identified and addressed potential issues to prevent churn, and crafted case studies to enhance brand reputation.
Customer Success Manager – Professional Services
NICE Systems Pty Limited
01.2013 - 01.2018
- Acted as trusted advisor and customer advocate, ensuring value realization and business growth
- Collaborated with prospects, customers, partners, and internal teams to drive impactful software solutions
- Led large-scale implementation projects from concept to completion, overseeing consultants and technical teams, with focus on solution adoption and achieving customer outcomes
- Built strong customer relationships, guiding them through entire lifecycle and ensuring solution adoption
- Partnered with Sales, Services, Support teams and business partners to deliver high-quality consulting and implementation services
- Developed Customer Success strategies, led organizational change initiatives, and managed large-scale implementations across Telco, Banking, Insurance, and Energy sectors
- Managed and mentored teams, while driving new business, upsells, and product pilots
- Led strategic planning, value assessments, and gap analyses, providing actionable recommendations.
Solution Delivery Specialist
NICE Systems Pty Limited
04.2009 - 01.2013
- Built trusted advisor relationships with clients and led consulting and deployment projects across contact centres
- Helped Telco, Banking, and Insurance customers enhance data-driven decisions by leveraging interaction analytics
- Managed enterprise-level implementations, including needs assessments and discovery with C-suite executives
- Supported pre/post-sales deliveries for NICE's advanced analytics solutions.
NetSuite Senior Presales Consultant
NetReturn Pty Limited
02.2008 - 02.2009
- Supported sales teams across various verticals in ANZ, engaging small, medium, and enterprise clients
- Delivered product demonstrations to business owners, accountants, consultants, and C-level executives, highlighting NetSuite's value
- Translated functional and technical requirements into clear business benefits for prospects and customers
- Coordinated cross-functional efforts to ensure timely delivery of proposals, meeting tight deadlines consistently
- Facilitated seamless transitions from presale to post-sales with professional services
- Collaborated with Account Management on renewals and upsell opportunities
- Led continuous improvement initiatives for presale processes.
Amdocs CRM Senior Sales Engineer (APAC)
Amdocs Pty Limited
06.2002 - 02.2007
- Partnered with Sales Executives on opportunities, account management, and business development
- Employed consultative approach to identify needs and recommend solutions
- Delivered product presentations and demos to technical and business audiences across various organizational levels in APAC.
- Represented company at sales and marketing events
- Coordinated business analysis and workshops for professional services projects
- Managed bid and RFX responses.
Saleslogix CRM Pre-Sales Engineer
Interact Commerce Corp Pty Limited
04.2000 - 05.2001
- Provided technical expertise and support to Sales team and Business Partners during sales process
- Assessed needs and mapped business requirements to proposed solutions
- Delivered presentations and customized software demos
- Managed RFP/RFI response process, ensuring timely delivery of accurate and comprehensive proposals to prospective clients.
- Participated in industry events and conferences, representing company products while engaging potential customers
Lotus Notes Senior Consultant
IBM/Lotus
03.1997 - 04.2000
- Led IBM Lotus consulting for Thai Government project and managed a Lotus developer team for Sydney Olympics
- Re-engineered proposal generation processes for IBM/Lotus teams and drove internal CRM selection
- Oversaw Lotus Notes projects, including client needs assessment, process re-engineering, solution design, and application development
- Conducted user training and managed customer relationships.
- Mentored junior consultants, helping them enhance their skills and contribute more effectively to projects.
Lotus Notes Consultant
Professional Systems Development
08.1995 - 03.1997
- Managed customer relationships and conducted client needs assessments
- Designed solutions, documented requirements, and developed/administered Lotus Notes applications.
Education
Bachelor of Science in Information Technology -
University of New South Wales
Sydney, NSW01.1995
Higher School Certificate -
Burwood Girls High School
Sydney, NSW01.1990
Skills
- Customer Focus
- Relationship Building
- Team Collaboration
- Empathetic Communication
- Leadership & Coaching
- Team Development
- Continuous Improvement
- Customer Advocacy
- Proactive Problem Solving
- Time Management
- Strategic Decision-Making & Delegation
- Negotiation & Conflict Resolution
- Risk Management
- Data-Driven Decisions
- Presentation Skills
- SaaS Experience
- Technical Expertise
Certification
- Accelerate Leadership Development
- Solution Selling
- Customer Service Excellence – Sydney University
- Rojen Presentation and Negotiation Skills
- Seven Habits of Highly Effective People
- AIM Time Management
- Event Management Course
Languages
English
Greek
References
Provided on request
Timeline
Senior Customer Success Manager
PROS Pty Limited
01.2018 - Current
Customer Success Manager – Professional Services
NICE Systems Pty Limited
01.2013 - 01.2018
Solution Delivery Specialist
NICE Systems Pty Limited
04.2009 - 01.2013
NetSuite Senior Presales Consultant
NetReturn Pty Limited
02.2008 - 02.2009
Amdocs CRM Senior Sales Engineer (APAC)
Amdocs Pty Limited
06.2002 - 02.2007
Saleslogix CRM Pre-Sales Engineer
Interact Commerce Corp Pty Limited
04.2000 - 05.2001
Lotus Notes Senior Consultant
IBM/Lotus
03.1997 - 04.2000
Lotus Notes Consultant
Professional Systems Development
08.1995 - 03.1997
Bachelor of Science in Information Technology -
University of New South Wales
Higher School Certificate -
Burwood Girls High School
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