Summary
Overview
Work History
Education
Skills
Profile
Affiliations
Timeline
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Ciera Westlund

Marrickville, Sydney,Australia

Summary

Results-driven Sales Leader at Kaseya with proven expertise in pipeline management and go-to-market strategy. Achieved significant regional growth, enhancing customer retention through strategic account management, and effective KPI oversight. Skilled in contract negotiation and fostering strong client relationships to drive business success in competitive markets. Demonstrated ability to improve team performance through coaching and motivational techniques. Consistently enhanced revenue growth by implementing innovative sales tactics and optimizing operational processes.

Overview

11
11
years of professional experience

Work History

Senior Regional Sales Manager

Kaseya
Marrickville, AU
10.2024 - Current
  • Led an account management team of eight that is achieving significant regional growth through highly successful new customer pipeline generation, and ongoing partner collaboration.
  • Aligned with marketing teams to enhance brand awareness, generate leads, and drive sales through field activities, thereby improving the U.S.-based company's presence in the Australian market.
  • Conducted regular business planning sessions and QBRs, driving mutual recurring revenue growth by planning marketing development funds for clients to increase adoption.
  • Ensured operational excellence using KPIs and other metrics to track team performance and customer satisfaction.
  • Increased revenue generation by collaborating with senior executives to assess regional performance and develop new sales strategies.\
  • Supported sales team members to drive growth and development through call coaching, weekly pipeline reviews, and 1:1s.

Director of Account Management, APAC

Kaseya
Auckland, NZ
04.2019 - 10.2024
  • Acting as managing director for global operations in APAC, I led a new account management and sales team, selling SaaS solutions to managed service providers and SMBs, which increased customer retention by 25% in the first quarter and continued this upward trend over the years, ultimately allowing the company to scale to Australia.
  • Responsible for leading the company’s ANZ & ASEAN operations from New Zealand through the direction of the new account management team.
  • Achieved 300% expansion across ANZ and ASEAN within the first 6 months by aligning with C-level stakeholders, leading cross-functional success plans, and driving upsell, cross-sell, and retention strategies.
  • Increased renewal retention rate from 59% to over 85% within 12 months by redesigning success frameworks and increasing the technical support footprint.
  • Directly contributed to growing Kaseya from a $150 million business to $16 billion.
  • Developed balanced performance across sales reps, created success plans to remediate customer issues, and set goals for business growth, driving overall growth in the Asia Pacific region.
  • Responsible for human resource functions, including visa applications, onboarding, and offboarding, as well as growth strategies across cross-functional teams within the APAC market.

Customer Success Manager, North America & EMEA

Kaseya
Miami, FL
08.2017 - 04.2019
  • Managed a team of 11, achieving 300% expansion in the first quarter through strategic plans for all customers within North America and EMEA that had joined within 12 months to ensure onboarding and adoption success.
  • Developed success plans to resolve major customer issues, improving satisfaction and retention.
  • Drove growth and retention in a $10 million business by setting goals, forecasting, and fostering continuous rep development.

Customer Success Manager

Kaseya
Miami , FL
10.2016 - 08.2017
  • Managed 600 client relationships, ensuring customer retention and increasing the customer portfolio,
    driving a 25% increase in customer retentiIncreased annualized recurring revenue from $50K in 2014 to $1.38 million in 2015 by implementing strategic success plans and upselling initiatives.ves.
    • Conducted online training sessions for new clients, ensuring successful onboarding and adoption of CRM systems, leading to a 91% renewal rate.

Customer Success Manager

Proven
San Francisco , CA
07.2014 - 07.2015
  • Spearheaded Customer Success department, utilizing 12 years of hospitality industry experience.
  • Doubled Proven's revenue within one year through integrated Customer Success, Support, and Social Media strategies.
  • Managed over 500 small business customers using Totango, Zendesk, and Salesforce.
  • Developed company materials including tutorial videos, webinars, and newsletters.

Education

PHOTOGRAPHY -

Art Institute of Boston at Lesley University
Cambridge, MA

Skills

  • Pipeline management
  • Team development
  • Contract negotiation
  • Customer retention
  • Performance improvement
  • Go-to-market strategy
  • KPI oversight
  • Sales forecasting

Profile

  • www.linkedin.com/in/ciera-westlund/

Affiliations

  • Creative Writing, Photography, Painting, Boxing, Pilates, Cooking

Timeline

Senior Regional Sales Manager

Kaseya
10.2024 - Current

Director of Account Management, APAC

Kaseya
04.2019 - 10.2024

Customer Success Manager, North America & EMEA

Kaseya
08.2017 - 04.2019

Customer Success Manager

Kaseya
10.2016 - 08.2017

Customer Success Manager

Proven
07.2014 - 07.2015

PHOTOGRAPHY -

Art Institute of Boston at Lesley University

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Ciera Westlund