Summary
Overview
Work History
Skills
Hobbies and Interests
References
Timeline
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Angie Shaw

Wollongong,NSW

Summary

Experienced Client Advocate with a strong background in Service Delivery and Customer Success. Skilled at building strong customer and stakeholder relationships, managing accounts, and improving customer satisfaction.

Overview

7
7
years of professional experience

Work History

Customer Success Manager (APAC)

Trintech
04.2024 - Current
  • Customer Advocacy: Act as a primary point of contact, ensuring customer goals are achieved through effective adoption and expansion of Trintech products
  • Product Guidance: Provide expert guidance on product usage and benefits, ensuring customer readiness through application upgrades and patches
  • Cross-Functional Collaboration: Collaborate with internal teams including Product Management, Sales, Marketing, Engineering, and Finance to address customer needs and mitigate risks
  • Risk Management: Identify and address risks impacting customer satisfaction and renewal
  • Develop and execute risk mitigation plans and schedule stakeholder calls
  • Renewal Management: Oversee the renewal process, ensuring timely and effective closure of renewals
  • Progress Reporting: Keep management informed of account progress and challenges, seeking feedback to optimize customer success
  • Customer Advocacy: Drive customer advocacy through references, referrals, and case studies
  • Executive Presentations: Create and present executive-level presentations, including Quarterly Business Reviews
  • Program Development: Contribute to customer success programs and best practices, covering onboarding, adoption, retention, expansion, and advocacy
  • Special Projects: Participate in special projects, including the implementation of a Customer Success platform.

Customer Success Specialist

Teletrac Navman
09.2023 - 02.2024
  • Customer Relationships: Develop and maintain enduring relationships with customers, managing retention and renewal activities to minimize churn
  • Usage and Experience: Drive increased product usage and enhance Customer Experience (CX) through regular business reviews and strategic action plans
  • Revenue Growth: Secure contract renewals and identify opportunities for revenue growth within the client lifecycle
  • Customer Health: Manage and improve Customer Health using company methodologies and facilitate action plans as needed
  • CRM Management: Update and manage SalesForce.com CRM for assigned customers, ensuring detailed pipeline management
  • Collaborative Work: Work with departments including Accounts, Finance, Product & Development, and Support to address customer needs.

Customer Success Manager

Accelo
01.2021 - 09.2023
  • Trusted Advisor: Build trusted advisor relationships with key stakeholders and executive sponsors, as well as product end-users
  • Product Expertise: Gain in-depth knowledge of Accelo products to provide best practice solutions for customers
  • Account Coordination: Coordinate with support, engineering, and management resources to meet performance objectives and customer expectations
  • Implementation Support: Serve as the primary contact for clients from implementation through the lifecycle of the account, working with implementation and professional services teams
  • Opportunities Identification: Identify upselling opportunities and sell professional services to existing customers
  • Client Engagement: Produce client outreach workflows and follow-ups to drive engagement, renewals, and growth
  • Case Studies: Collaborate with marketing to identify and develop case study opportunities.

Service Manager

Telestar Communications
10.2018 - 09.2020
  • Client Management: Provide expert client management and analyst services, ensuring high customer satisfaction and retention
  • Customer Service Delivery: Act as the contact point for exemplary service delivery, resolving queries and issues, and conducting service meetings
  • Billing Oversight: Oversee customer ICT billing, identify cost savings, and ensure business rules and information are communicated effectively
  • Project Management: Manage implementation projects and work with internal and external teams to resolve billing issues.

Service Delivery Specialist

Telestar Communications
07.2017 - 10.2018
  • Customer Service: Deliver exceptional customer service to support retention and growth across mobile, fixed, data, unified communications, and managed service solutions
  • KPI Achievement: Meet individual and departmental targets, working with high-value enterprise customers to ensure satisfaction
  • Stakeholder Coordination: Coordinate with stakeholders to meet agreed timelines and urgent customer needs.

Skills

  • Emotional & Social Intelligence
  • Customer Relationship Building
  • Client Relations
  • Customer Advocacy
  • Customer Service
  • Stakeholder Management

Hobbies and Interests

  • Technology
  • Music
  • Travel
  • Photography
  • Meditation

References

Available upon request

Timeline

Customer Success Manager (APAC)

Trintech
04.2024 - Current

Customer Success Specialist

Teletrac Navman
09.2023 - 02.2024

Customer Success Manager

Accelo
01.2021 - 09.2023

Service Manager

Telestar Communications
10.2018 - 09.2020

Service Delivery Specialist

Telestar Communications
07.2017 - 10.2018

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Angie Shaw