Summary
Overview
Work History
Education
Skills
Timeline
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Davina Dickens

Davina Dickens

Truganina,Victoria

Summary

Accomplished Customer Success and Sales professional with two decades of experience in enhancing customer relationships and achieving measurable results. Strong track record of surpassing KPIs and delivering high-quality service in dynamic settings. Proficient in providing personalized support and utilizing data-driven strategies to optimize customer engagement. Dedicated to facilitating growth and success for individuals and organizations.

Overview

23
23
years of professional experience

Work History

Customer Success Manager

Tenable
01.2024 - 07.2025
  • Account Relationship Management
  • Client Expansion and Retention
  • Sales Administration in Salesforce CRM
  • Collaborating with my Territory Managers and Security Engineers to develop and maintain a customer-first
  • Guided a portfolio of strategic accounts with a customer-first mindset, nurturing relationships through regular 1:1 support, onboarding, and success planning
  • Achieved a 96% renewal rate in 2024, exceeding performance benchmarks
  • Worked closely with Territory Managers and Engineers to ensure product adoption, customer growth, and long-term satisfaction
  • Delivered personalised service while consistently meeting expansion and retention targets
  • Maintained meticulous records and forecasting accuracy using Salesforce and Clari CRM systems
  • Thrived in a fast-paced, results-driven culture while maintaining a strong commitment to customer outcomes
  • Key Responsibilities

Account Manager

Bitsight Technologies
06.2022 - 09.2023
  • Account Management
  • Client Acquisition
  • Sales Administration in Salesforce CRM
  • Meeting and exceeding Target
  • Manage existing account relationships
  • Hunt new prospects via LinkedIn and collaborating with the SDR
  • Continuous and Accurate updating of the CRM system (Salesforce, Clari)
  • Plan and organise daily calls and meetings directly with client with and without the Customer Success Manager
  • Seek opportunities to upsell, cross sell and add value to existing accounts, thus increasing the longevity of services and increasing customer retention and satisfaction
  • Key Responsibilities

Senior Account Manager/Team Leader

MailGuard Pty Ltd
11.2019 - 04.2022
  • Partner and Client Acquisition
  • Partner and Client Retention
  • Account Management
  • Ad hoc Administration and Staff Onboarding
  • Meeting and exceeding targets and KPI’S
  • Customer and Partner Engagement – New sales and Existing
  • Working with Customer Service team to continuously improve our processes and streamline the customer lifecycle
  • Working closely with our Marketing team on Campaigns for New Business Development as well as Customer Retention planning
  • Working with Marketing team to establish Data Integrity in Salesforce CRM
  • Generating mid-month and month-end reports- collating to Executive team
  • Generate and prepare Rectification Report for Sales team
  • Have assisted with Recruitment for Account Management team
  • Have assisted with Staff Performance Management and Coaching
  • Key responsibilities
  • Achievements
  • Consistently exceeding set Targets Month on Month
  • 2020 Leadership Award presented by MailGuard

Account Manager

MailGuard Pty Ltd
04.2011 - 11.2019
  • Partner and Client Acquisition
  • Partner and Client Retention
  • Account Management
  • Ad hoc Administration
  • Meeting and exceeding targets and KPI’S
  • Customer and Partner Engagement – New sales and Existing
  • Assisting Director from time to time with ad-hoc tasks
  • Key responsibilities
  • Achievements
  • Consistently exceeding set Targets Month on Month
  • Promoted to Team Leader 2019

Sales Executive

Kidspot.com.au
01.2010 - 12.2010
  • New Business Acquisition
  • Cold Calling to small Business owners to sell advertising space on Kidspot.com.au
  • Meeting and exceeding Monthly sales target
  • Customer Service and After-sales support
  • Maintain records in Salesforce CRM for activity logging, and reporting
  • Key responsibilities
  • Achievements
  • Consistent Target achievement – Month on month

Tele Sales

Lead Generation Company
04.2009 - 09.2009
  • Calling Businesses to schedule Appointments for Sales Staff
  • Meeting and exceeding Monthly Appointment Targets
  • Managing Sales Team schedules and Planning
  • Key responsibilities
  • Achievements
  • Consistent Target achievement – Month on month

Campaign Manager

First National Bank South Africa
04.2007 - 07.2008
  • Company Overview: First National Bank is one of South Africa’s leading 4 Financial Institutions. FNB provides personal, commercial and corporate banking services to over 10 million customers across South Africa.
  • Prepare Campaign Briefs for Various Sales Channels.
  • Outline the Roles and responsibilities of the Stakeholders involved for successful execution of Campaign.
  • Revising campaign scripts to ensure compliance and accuracy
  • Assist with any training requirements for new campaigns
  • Build and Maintain relationship with Product Owners and Internal Clients
  • Manage Relationship with Fulfilment areas
  • Provide continuous feedback to the business regarding Campaign performance and viability
  • Conduct Pre and Post Implementation Reviews with Stakeholders, and interpreting the results of any Campaign to provide relevant feedback
  • Company overview
  • Key responsibilities
  • Achievements
  • Assisted with strategic business initiatives to improve Process flows
  • Played a Key role with the Quality assurance team to train new staff on scripting processes

Direct Sales Team Leader

First National Bank South Africa
08.2002 - 04.2007
  • Company Overview: First National Bank is one of South Africa’s leading 4 Financial Institutions. FNB provides personal, commercial and corporate banking services to more than 6 million customers across South Africa. It is also the single largest contributor to FirstRand's bottom-line
  • Ensuring that Service Level agreements are met;
  • Assisting Clients with queries while ensuring that Customer Service Standards are met.
  • Ensuring that targets are met so that company objectives are reached;
  • Performance management within team to improve performance;
  • Analysing statistics for process development, and performance management;
  • Chairing Meetings with staff to keep all updated of latest information, and to
  • Address relevant issues that have arisen;
  • Involvement in Projects in order for company to meet Strategic Objectives;
  • Cross selling Bank products
  • Company overview
  • Key responsibilities
  • Achievements
  • Was promoted to Direct Sales and Campaign Manager
  • Won Team Leader of the year – 2003
  • Won various ad-hoc prizes for monthly awards, as well as for Leadership and Initiative shown

Education

Diploma - Business Management

01.2013

Skills

  • Collaborative team player
  • Goal-oriented and resilient
  • Two decades in customer service and sales
  • Strong verbal communication
  • Driven learner and growth-oriented
  • Proficient in Microsoft Office suite

Timeline

Customer Success Manager

Tenable
01.2024 - 07.2025

Account Manager

Bitsight Technologies
06.2022 - 09.2023

Senior Account Manager/Team Leader

MailGuard Pty Ltd
11.2019 - 04.2022

Account Manager

MailGuard Pty Ltd
04.2011 - 11.2019

Sales Executive

Kidspot.com.au
01.2010 - 12.2010

Tele Sales

Lead Generation Company
04.2009 - 09.2009

Campaign Manager

First National Bank South Africa
04.2007 - 07.2008

Direct Sales Team Leader

First National Bank South Africa
08.2002 - 04.2007

Diploma - Business Management

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Davina Dickens