Joanne Stalker

With 3 years experience in Customer Success and Project Implementation, I am passionate about helping customers succeed through continuous onboarding, scalable engagement and a strategic data-driven approach. With expertise spanning enterprise and SMB, I thrive at the intersection of relationship management, implementation and project management. Employing innovative strategies to drive retention, expansion, and customer satisfaction. I specialise in: Success & Growth – Building long-term partnerships that maximise value and minimise churn. Implementation & Project Management – Ensuring smooth onboarding, adoption, and execution of complex SaaS solutions. Efficient, Scalable Engagement – Leveraging technology to scale success, optimise processes, and personalise experiences. Renewals & Expansion – Championing new product features and identifying opportunities to help customers thrive while driving revenue growth. Scalable Success Strategies – Balancing high-touch and tech-touch approaches to support diverse customer needs. I’m passionate about creating customer-centric solutions that blend human expertise with AI and automation, making success efficient, repeatable, and impactful. Whether working with enterprise or SMB, I ensure customers achieve their goals while aligning with business growth objectives.

• Pendo Certifications including, Admin, Essentials for Workforce Apps, Product Discovery, Digital Adoption and AI for Product Management
• Customer Success Management (CSM) Fundamentals Certification
• Project Management Certification (VCCI)
• Business Process Improvement Certification
• Emotional Intelligence at Work Master Class
• Behavioural Interview Techniques Workshop
• Supervisory Skills Workshop
• Communication Skills, Styles & Tools Workshop
• Decision Making & Problem Solving Workshop
• Leadership, Management and Development of Teams Short Course
• Certificate IV Business Administration

• Customer Health Score: closely monitored health score metrics, implementing targeted strategies for improvement, resulting in Low Engagement customers reduced by 85%.
• Net Promoter Score (NPS): developed and delivered strategies which increased response rates from 10% to 70%, rating increased from 0 to 27.
• Upsell/Cross sell: collaborated with AI Product team to achieve targeted 10% adoption of new AI product features within 2 months.
• Churn Mitigation: worked closely with Account Managers and Renewals team to achieve 99% retention with minimal down sells during a period of significant uplift in costs.
• Customer Engagement: established monthly Office Hours sessions with APAC customers consistently achieving 30-40% of Accounts in attendance.
• Project Planning & Implementation: successfully completed more than 40 implementation projects including 10 Cloud Migrations while maintaining 100% CSAT.
• Data Driven Insights: completed analysis of adoption and usage trends via Pendo and Zendesk data to offer tailored recommendations addressing customers individual pain points and challenges.
• Client Relationship Management (CRM): cross-referenced Pendo user data with SalesForce contacts identifying approximately 18% of accounts were missing current Power User contacts. Contacts were then updated accordingly to ensure relevant communications are received by these key contacts.