JAMES GRANT

Transformed customer success through scalable engagement frameworks at Visibuild.

• Designed and launched a CS-led implementation process, reducing time to value for enterprise clients.
• Rolled out Monthly and Quarterly Business Reviews, embedding accountability in rollout strategies.
• Drove adoption and retention strategies, achieving 98.4% CSAT and 65.8% uplift.

Fostered strategic collaboration between Sales and Product teams, improving project outcomes.

Created and embedded Visibuild Certification Program to drive measurable accountability.

Turned around key accounts using structured, outcome-driven engagement models.

Introduced role frameworks and performance self-assessments, enhancing team clarity and accountability.

• Working with leaders of Australia's top construction companies to help their businesses make more efficient decisions in their processes via Procore.
• Passionate about ensuring clients can successfully achieve their individual business goals and objectives in the short and long term.
• In praxis, I deliver ROI analysis, industry and technology thought leadership for those who build the places we live, work and play.
• Achieved prestigious President's Club recognition in 2022 with an impressive Gross Retention Rate (GRR) of 90.8% and a Net Retention Rate (NRR) of 129.1%.
• Maintained a strong GRR of 90% and NRR of 112% in 2023, demonstrating consistent customer success and account growth.
• Sustained performance from January to August 2024, with a GRR of 90.15% and an increased NRR of 112.5%.
• Generated a substantial pipeline of $243,290.00, showcasing exceptional sales acumen and business development skills.

• Nurtured end-user relationships to achieve strategic objectives effectively.
• Qualified prospects through outbound calls and social media outreach.
• Expanded client base by diligently following up on leads and managing relationships.
• Surpassed sales targets consistently through strategic execution of initiatives.
• Crafted competitive proposals and pricing structures to attract clients.
• Ensured prompt and accurate responses to all customer inquiries.
• Actively promoted company products, driving significant revenue growth.
• Achieved 140% quota attainment in first quarter of 2022.

• Completed apprenticeship from 2016 to 2019 with high-end residential builder and carpentry fit-out company.

• Drive New Business Development & Build new Pipeline through: Qualified inbound leads and generated pipeline for Small Business and Mid-Market Account Executives.
• Prospecting and Cold Calling into Enterprise level accounts to qualify and close business.
• Generate analytics and reports via Salesforce CRM to create forecasts.