Angela Illingworth
Perth,WA
Summary
Dynamic and versatile professional with over 14 years of progressive experience in the software industry, encompassing roles in product development, key account management for enterprise clients, and client relations.
My journey began in a support role at a software company, which was later acquired by Fairfax Media. Throughout my tenure, I demonstrated adaptability and a strong commitment to excellence, quickly advancing to take on multifaceted responsibilities.
In 2018, I transitioned to a new role within the same ownership group, joining their SaaS startup venture. As a pivotal member of the team, I played a crucial role in shaping the company's growth trajectory, leveraging my expertise in client relations and account management to drive success in a competitive market landscape. Recently, the SaaS startup was acquired by global provider of real estate solutions, MRI Real Estate Software, further expanding my exposure to diverse industry environments and reinforcing my ability to thrive amidst change.
My journey reflects a continuous evolution, marked by a steadfast dedication to delivering innovative solutions, cultivating strong client partnerships, and driving organizational success. I am now poised to leverage my extensive experience and strategic mindset to contribute effectively to new challenges and opportunities within the dynamic realm of software and technology.
Overview
14
14
years of professional experience
Work History
Enterprise Account Manager
MRI Software
Perth , WA
2021.01 - Current
- Assisted in developing go-to-market strategies for new products and services targeting the enterprise market segment.
- Cultivated relationships with key decision-makers within large organizations to ensure customer satisfaction and loyalty.
- Presented value propositions tailored to each individual customer's needs during sales meetings or webinars.
- Facilitated onboarding processes for new customers by coordinating between departments internally.
- Generated reports detailing performance metrics such as renewal rates or churn rates.
- Created comprehensive account plans that detailed objectives, tactics, timelines and milestones for achieving success.
- Delivered presentations outlining product features, benefits and competitive advantages at conferences or trade shows.
- Collaborated with cross-functional teams including sales, marketing, product development, and engineering to develop customized solutions for enterprise clients.
- Provided guidance on pricing models and negotiated contracts with large customers.
- Resolved customer inquiries quickly while maintaining high levels of customer satisfaction.
- Developed and implemented strategies for upselling services to existing enterprise customers.
- Coordinated training sessions for users on how to use the company's products and services effectively.
- Performed regular account reviews to identify opportunities for growth or improvement.
- Worked with clients to define ongoing product enhancements and design adjustments to meet evolving business needs.
- Managed multiple accounts simultaneously while meeting tight deadlines.
Client Relationship Manager
VaultRE / PropTech Group
Perth , WA
2018.01 - 2020.12
- Developed and maintained relationships with clients to ensure customer satisfaction.
- Provided timely responses to customer inquiries, requests, and complaints.
- Created detailed reports on customer relations activities and performance metrics.
- Received, responded to and resolved customer issues or complaints quickly, resulting in increased client satisfaction.
- Identified new business opportunities through research and analysis of client needs.
- Addressed inquiries from clients and department team members.
- Participated in training sessions with staff members on topics related to client relationship management.
- Established new and maintained existing client relationships by cultivating open and positive dialogue, delivering high-quality service and following up after sales close.
- Met with clients to ascertain needs and develop plans which address current and long-term goals.
- Built customer confidence by actively listening to needs and concerns and providing appropriate solutions.
- Conducted regular meetings with clients to discuss their current requirements.
- Provided technical support to customers when needed during product demonstrations or onboarding processes.
- Monitored customer feedback to identify areas for improvement in service quality.
Technical Client Support Specialist
Commerce Australia / MyDesktop
Perth , WA
2010.07 - 2018.01
- Provided technical support to customers over the phone and via email.
- Delivered high level of service to clients in effort to build upon relationships for future.
- Ensured that all customer inquiries were responded to promptly and accurately.
- Collaborated with other teams within the organization to provide comprehensive solutions for clients.
- Documented all customer interactions in the company's database system.
- Monitored incoming emails from customers regarding technical problems or product inquiries.
- Developed training materials for new team members related to customer service processes.
- Investigated unusual or complex customer requests and escalated them as necessary to higher levels of expertise within the organization.
- Demonstrated strong sense of ownership for customer issues, displaying empathy and maintaining productive dialogue throughout open requests.
- Delivered exceptional client experience and encouraged repeat business.
- Participated in weekly meetings with senior staff members discussing progress of ongoing projects.
- Assisted customers with product installation, troubleshooting, and usage questions.
- Resolved customer inquiries in a timely manner, exceeding service-level agreements.
- Diagnosed technical problems and communicated solutions to customers.
Education
Business Analyst Course - Information Technology
RMIT
Melbourne, VIC2022-05
Some College (No Degree) -
Loreto College
Ballarat, VICSkills
- Key Account Management
- Stakeholder Management
- Sales Presentations
- CRM proficiency
- Customer Presentations
- Industry Expertise
- Client Engagement
- Customer Relationship Management
Affiliations
- Passionate long-distance runner, with a particular focus on overseas marathon events
- Love spending quality time with family, including weekends dedicated to enjoying activities with my daughter and husband
- Proud pet parent and avid dog lover
- Enthusiastic home cook
- Recently completed a two-year renovation project on a character home in North Perth
Accomplishments
- In 2023, I achieved the prestigious recognition of becoming the number #1 salesperson for the MRI Software APAC Region. Through relentless dedication and strategic efforts, I surpassed expectations by achieving 168% of my sales target.
Timeline
Enterprise Account Manager
MRI Software
2021.01 - Current
Client Relationship Manager
VaultRE / PropTech Group
2018.01 - 2020.12
Technical Client Support Specialist
Commerce Australia / MyDesktop
2010.07 - 2018.01
Business Analyst Course - Information Technology
RMIT
Some College (No Degree) -
Loreto College
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