CHARBEL ACHMAR
Sydney,Australia
Summary
Accomplished Customer Success and Operations Leader with over 15 years of experience in the information technology and services industry. Proven ability to drive organizational performance, lead high-impact teams, and deliver process improvements that enhance customer satisfaction and profitability. Skilled in Project Management, Change Management, and Strategic Operations, with a strong record of building cohesive, high-performing teams across ANZ and APAC regions.
Overview
21
21
years of professional experience
Work History
Customer Success Team Manager, ANZ
Tech Data Advanced Solutions
02.2021 - Current
- Lead the ANZ Inside Sales and Business Operations teams, driving $90M AUD in won deals for FY24 (30% YoY increase).
- Established and led the Customer Success Team, defining roles and responsibilities to align Sales and Operations.
- Designed and implemented a Customer Experience Survey, introducing SLAs for first response times.
- Spearheaded a new customer onboarding initiative, reducing turnaround times by 80%.
- Project Lead for a customer self-serve portal, improving real-time access and reducing response times.
- Fostered a culture of continuous improvement and customer-centricity.
- PROSCI Change Management Agent – facilitated multiple organizational transitions.
Manager, Operations – APAC
Tech Data Advanced Solutions
05.2018 - 02.2021
- Member of the ANZ Leadership Team overseeing 20+ employees across Australia, Indonesia, Vietnam, and Thailand.
- Implemented performance management programs and tailored improvement plans.
- Enhanced productivity through training and workflow optimization.
- Led change management initiatives improving alignment and engagement.
- Strengthened compliance and audit outcomes with rigorous controls.
- Subject Matter Expert in SAP; contributed to system improvements and audits.
Manager, Operations – ANZ
Tech Data Advanced Solutions
07.2016 - 05.2018
- Oversaw ANZ Operations, ensuring efficiency, compliance, and customer satisfaction.
- Led transition of purchasing operations to Malaysia, training new offshore teams.
- Served as Head Trainer for SAP migration from PRONTO to SAP.
- Managed Team of 10 which included annual staff appraisals and performance initiatives.
- Collaborated with finance and audit teams for governance and process integrity.
Operations Team Leader
Tech Data Advanced Solutions
09.2011 - 06.2016
- Team Leader of 5 Operations Buyers
- Restructured workflows and defined SLA-driven micro-processes to boost efficiency.
- Delivered detailed performance reporting to senior management.
- Contributed to recruitment, onboarding, and mentoring of new hires.
- Mentored junior staff, fostering a collaborative environment that promoted professional growth and development.
- Implemented process improvements that reduced turnaround time and increased service quality.
Operations Buyer
Tech Data Advanced Solutions
11.2008 - 08.2011
- Managed vendor relationships, purchasing, and inventory logistics.
- Developed expertise in system tools, sales processes, and finance workflows.
- Coordinated across Sales, Finance, and Logistics functions.
- Collaborated with cross-functional teams to streamline procurement processes and optimise inventory management.
- Led supplier evaluation initiatives, enhancing vendor relationships and driving quality improvements.
Purchasing Officer
Express Data
08.2007 - 10.2008
- Managed vendor purchasing, invoicing, and ETA coordination.
- Handled customer and supplier communications to ensure timely resolutions.
Operations Administrator
Avnet Technology Solutions
05.2004 - 07.2007
- Supported Operations team with administrative and purchasing functions.
- Ensured accurate order processing and vendor communication.
Education
High School Diploma -
De La Salle Ashfield
Ashfield, NSW12-1999
Skills
- Customer Success & Experience Leadership
- Project & Change Management (PROSCI Certified)
- Operational Strategy & Process Improvement
- Cross-Functional Collaboration
- Staff Development & Performance Management
- Data-Driven Decision Making
- Strategic Planning & Execution
- SAP / ERP System Expertise
- Staff development
Websites
Certification
- PROSCI Certified Change Management Practitioner
- Certificate IV in Frontline Management – Leadership Management Australia, Sydney
Timeline
Customer Success Team Manager, ANZ
Tech Data Advanced Solutions
02.2021 - Current
Manager, Operations – APAC
Tech Data Advanced Solutions
05.2018 - 02.2021
Manager, Operations – ANZ
Tech Data Advanced Solutions
07.2016 - 05.2018
Operations Team Leader
Tech Data Advanced Solutions
09.2011 - 06.2016
Operations Buyer
Tech Data Advanced Solutions
11.2008 - 08.2011
Purchasing Officer
Express Data
08.2007 - 10.2008
Operations Administrator
Avnet Technology Solutions
05.2004 - 07.2007
High School Diploma -
De La Salle Ashfield
ADDITIONAL HIGHLIGHTS
- Recognized for exceptional leadership and team culture development within Tech Data.
- Consistent record of driving measurable improvements in customer satisfaction, efficiency, and revenue growth.
- Known for collaborative leadership style, strategic vision, and adaptability in fast-paced environments.