Summary
Overview
Work History
Education
Skills
Accomplishments
Outside of work
Timeline
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Christina Petrakos

Christina Petrakos

St Kilda East VIC,VIC

Summary

Leader in Customer Experience, over 15 years in SAAS and Medical Administration. Excellent reputation for solving problems, improving customer health and advocacy through team performance and process improvement.

Overview

14
14
years of professional experience

Work History

Customer Success Operations Specialist

HotDoc
10.2021 - 04.2023
  • Delivered projects that enabled the Customer Success Team to operate efficiently and at scale, in particular leveraging Gainsight to surface customers that need 1:1 attention, automating customer journeys to reduce touch, and improving churn risk reporting and feedback loops.
  • Collaborated with CS Leaders and VP of CX to identify KPIs that provide insights into customer relationship metrics, including upsells, customer health, risk levels, and product adoption.
  • Developed reports and dashboards (using Gainsight and other systems as needed) to analyse customer data and proactively manage retention and customer risk across the customer base.

Head of Customer Success & Team Leader

HotDoc
01.2017 - 09.2021
  • Started and scaled the Customer Success function to a team of 8 employees, from the first customer up to 1000 customers.
  • Churn target 0.5% MRR month on month consistently achieved.
  • Oversaw hiring, training, and professional growth of employees, with a eNPS average of 80 (above industry benchmarks).
  • Collaborated with other team leaders to ensure alignment across the customer experience.
  • Implemented Gainsight then took on CS Ops / Gainsight Admin role.


Customer Success Manager

HotDoc
01.2014 - 01.2017
  • Developed customer onboarding process.
  • Managed portfolio up to 250 customers, strategically reaching out to key customers for utilisation reviews to ensure healthy usage, and to promote future adoption.
  • Provided technical troubleshooting and problem solving.
  • Demonstrated value to customers of add-on products that contributed to NRR (negative churn up to 3%)
  • Recommended changes, improvements or enhancements in products to product development team based on customer feedback.


Operations / Administrator

HotDoc
11.2012 - 01.2014
  • All early jobs - registered Tax file number, established payroll, implemented Xero, set up CRM.
  • With highly relevant domain expertise, provided feedback to engineers on product development of MVP.
  • Started early sales cold calling, and then onboarded, supported and managed early customers.



General Practice Practice Manager

Armadale Family Practice
12.2010 - 11.2012
  • Lead successful GP Plus Accreditation in 2012.
  • Implemented onboarding for new employees, which enabled each to effectively learn tasks and job duties.
  • Supervised team of 5 office personnel.
  • Addressed and remedied all patient or team member issues.


Medical Receptionist

Armadale Family Clinic
11.2008 - 12.2010
  • Coordinated patient scheduling, check-in, check-out and billing.
  • Managed multi-line phone system, taking 80 calls per day.
  • Vaccine and medical supply management.




Education

Bachelor of Arts - Marketing And Communication

Monash University
Melbourne, VIC

High School Diploma -

Kilbreda College
Mentone, VIC
12.1999

Skills

  • Innovator
  • Team builder
  • Problem solver
  • Leadership
  • CRM software (HubSpot) Admin
  • Gainsight Administrator

Accomplishments

  • Built and scaled HotDoc CX off the ground from zero dollars to $10M ARR
  • Implemented tech touch CX operations to scale from $10M to $20M ARR
  • Ran a GP business with $3M annual turnover

Outside of work

  • Running, particularly out on the trails
  • Started singing lessons recently with a goal to sing outside of my shower
  • Taking my border collie Samson out for walks
  • Patting/feeding/doing whatever my cats (/masters) demand

Timeline

Customer Success Operations Specialist

HotDoc
10.2021 - 04.2023

Head of Customer Success & Team Leader

HotDoc
01.2017 - 09.2021

Customer Success Manager

HotDoc
01.2014 - 01.2017

Operations / Administrator

HotDoc
11.2012 - 01.2014

General Practice Practice Manager

Armadale Family Practice
12.2010 - 11.2012

Medical Receptionist

Armadale Family Clinic
11.2008 - 12.2010

Bachelor of Arts - Marketing And Communication

Monash University

High School Diploma -

Kilbreda College

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Christina Petrakos