Summary
Overview
Work History
Education
Skills
References
Timeline
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Blake French

Russell Lea,NSW

Summary

Customer Success Manager with a strong background in relationship management and service optimisation. Proven track record in improving client satisfaction and retention through tailored strategies. Skilled in collaborating across teams to enhance product value and drive business growth. Seeking to leverage expertise in customer success initiatives.

Overview

4
4
years of professional experience

Work History

Customer Success Manager

Morningstar
Sydney, NSW
04.2024 - Current
  • Conducted regular client check-ins to ensure satisfaction, proactively address challenges, and drive engagement through strategic support.
  • Provided personalised recommendations and facilitated client education through webinars, training sessions, and tailored outreach initiatives.
  • Led client feedback sessions and collaborated with internal teams to refine service delivery and enhance the overall ARC user experience.
  • Monitored client engagement metrics to identify low-usage clients, spearheaded re-engagement efforts, and uncovered up sell and cross-sell opportunities.
  • Maintained a structured engagement plan to ensure consistent touch points for key clients, implementing proactive solutions to enhance long-term satisfaction.

Inside Sales Associate

Morningstar
Sydney
01.2023 - 03.2024
  • Generated new business opportunities through lead qualification and outbound prospecting, contributing to a 40% increase in sales opportunities for Morningstar’s financial products.
  • Managed the entire sales process, from initial contact and consultation to negotiation and closing, ensuring seamless delivery of Morningstar’s research solutions.
  • Built and nurtured strong client relationships by understanding their needs, providing tailored consultations, and offering ongoing support to drive satisfaction and retention.
  • Collaborated with sales teams to ensure the smooth handover of qualified leads, assisted in preparing client presentations, and conducted product demonstrations to enhance engagement.
  • Maintained accurate client and lead data in CRM systems, compiled regular sales reports, and provided insights that improved sales processes and team productivity.

Sales Development Representative

Morningstar
Sydney
05.2022 - 12.2022
  • Identify and qualify potential clients through outbound calls, emails, and LinkedIn outreach.
  • Engage prospects by initiating conversations, understanding their pain points, and assessing their needs.
  • Schedule meetings and coordinate demos for account executives to close deals.
  • Maintain accurate records of leads, interactions, and progress using CRM tools such as Salesforce..
  • Nurture relationships with prospects who are not yet ready to buy, ensuring long-term engagement.
  • Collaborate with sales and marketing teams to refine and align outreach strategies.
  • Consistently meet or exceed KPIs, including call quotas, email outreach goals, and appointment-setting targets.

Business Development Associate

Global X ETFs
Sydney
01.2022 - 05.2022
  • Key part of the distribution team generating ETF sales leads through an outbound, phone-based role.
  • Over 40 outbound cold calls per day, identifying possible clients to create opportunities for the BDMs.
  • Working closely with marketing to create strategies to ensure that all KPIs are being met. Documenting the sales process and creating opportunities.
  • Creating relationships with potential clients to generate sales.

Account Manager

EHP Holdings (EHP Labs)
Sydney
04.2021 - 12.2021
  • Managed over 100 business accounts, with a focus on business development, relationship management, and account growth.
  • Oversaw both domestic and international accounts, emphasizing effective stakeholder management and customer relationship building.
  • Developed and implemented strategies that consistently exceeded monthly sales KPIs.
  • Conducted cold calling and prospecting to acquire new accounts and expand the client base.

Education

Bachelor in Business - Marketing

University of New England
Armidale, NSW
08-2022

Skills

  • Client Relationship Management
  • Client Retention Strategies
  • Sales Strategy Development
  • CRM Software Proficiency (eg, Salesforce)
  • Client Engagement Strategies
  • Data Analysis and Reporting
  • Team Collaboration
  • Customer Feedback Integration

References

References available upon request.

Timeline

Customer Success Manager

Morningstar
04.2024 - Current

Inside Sales Associate

Morningstar
01.2023 - 03.2024

Sales Development Representative

Morningstar
05.2022 - 12.2022

Business Development Associate

Global X ETFs
01.2022 - 05.2022

Account Manager

EHP Holdings (EHP Labs)
04.2021 - 12.2021

Bachelor in Business - Marketing

University of New England

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Blake French