Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Lauren Robertson

Senior Director
New South Wales

Summary

I have successfully led teams, ranging from small groups to large, globally dispersed teams. I have developed and implemented strategic plans to optimize customer onboarding, adoption, and long-term success. My ability to motivate and inspire teams has consistently resulted in high employee engagement and achievement of targets.

I excel in cultivating strong relationships with key stakeholders, both internal and external, by deeply understanding customer needs and goals, I have been able to provide tailored solutions and ensure their success. My ability to empathize, actively listen, and communicate effectively has fostered trust and long-term partnerships with clients.

Throughout my career, I have consistently driven revenue growth by leveraging customer success as a growth engine. By identifying upsell and cross-sell opportunities, implementing account expansion strategies, and nurturing customer loyalty, I have significantly increased customer lifetime value and overall company revenue.

I am passionate about advocating for customers' needs within the organization. By leveraging customer feedback, I have successfully influenced product development and enhancement initiatives, resulting in improved product-market fit and customer satisfaction. I am a strong believer in the voice of the customer and strive to deliver exceptional experiences at every touchpoint.

In addition to my extensive experience, I have pursued ongoing professional development in customer success and leadership methodologies. I am adept at leveraging customer success platforms and have a strong analytical mindset, enabling me to identify trends, opportunities, and areas for improvement.

Overview

18
18
years of professional experience
1
1
Certificate

Work History

Client Success Senior Director

NTT Ltd
09.2017 - Current
  • Partnering with our clients and vendors to successfully onboard and enable post sales, ensuring successful adoption of all services and achieving return of investment
  • Lead a team of Snr Client Success Managers and Renewals Specialists
  • Responsible for hiring and onboarding. Including creating job descriptions, interviews, onboarding, ongoing team management, development and motivation
  • Supporting 200+ Clients and $150m Annual Recurring Revenue
  • Develop and execute a comprehensive customer success strategy per Client, that fosters long-term relationships, customer satisfaction, revenue growth and retention
  • Responding to Customer Proposals/Bids, with the inclusion of a Client Success Plan providing a post sale engagement plan
  • Created and implemented the end to end NTT Client Lifecycle Framework, enabling all internal accountable and responsible teams
  • Designed and implemented a targeted Whitespace programme to drive increased services revenue
  • Developed Client Retention Programme resulting in 98% Client Retention
  • 4% YOY in contract growth
  • 24% improvement in on-time renewals
  • 40% improvement in adoption of vendor software and services
  • Winner of the 2021 NTT ANZ Together Award

Service Portfolio Manager

Dimension Data Ltd Pty
11.2016 - 09.2017
  • Analyse customer and market data and internal performance metrics to identify areas for improvement and optimise the customer experience resulting in revenue growth
  • Leverage internal sales data and independent market data to review services portfolio and retire or develop new services
  • Ensuring the maturity and capability of both the services and the sales teams
  • Defined and executed internal and external Campaigns resulting in 4% increase on-time contract renewals
  • Enhancement of CRM tools (SAP, Siebel, SNOW) to track Client behaviour and modify our internal processes resulting in a 15% increase in Client retention
  • Developed the Services Sales Enablement Programme which entailed a mix of Roadshows, on job training, video’s, battlecards and individual scorecards

Head of Services Sales

Dimension Data Pty Ltd
02.2015 - 11.2016
  • Accountable for profitable growth, client experience and evolution of services for Clients
  • Responsible for meeting revenue goals by setting targets, developing strategies for upsell and cross-sell and tracking revenue expansion metrics
  • Taught consultative selling techniques to new and existing staff members to build expertise
  • Define, articulate and implement the 12 month strategy and operational plan for selling services
  • Working collaboratively with our Vendors, Product Management and Marketing I enabled all new services within Middle East Africa, ensuring the services were fit for Market, revenue generating and Sales teams enabled
  • Keeping abreast on the industry, market trends, and competitive landscape, so as to provide strategic guidance to clients
  • Developed the DD360 programme, a holistic view of a client’s experience, developing a personalised engagement plan to retain, grow and delight our Clients

Business Development Manager

Dimension Data Pty Ltd
01.2013 - 02.2014
  • Reviewed, defined and rolled out the Assessment and Consulting Portfolio to ensure relevance and profitability
  • Surveyed market demands through online and face to face client surveys, targeted reports from IDC and Gartner along with analysing our sales and services data for 5 years
  • Implemented a detailed and methodical Change Management Programme to obtain Organisation Top Down approval and support for the revised Go-To-Market portfolio
  • Upskilled the internal teams on the newly developed Services Strategy and Go-To-Market portfolio which was to be delivered with a Consultative led approach, resulting in account and pipeline growth and overall client satisfaction
  • Generated new business through marketing initiatives and strategic plans
  • Performed client research and identified opportunities for account growth, account penetration and market expansion
  • Monitored market trends and competitor activities to identify areas of potential opportunity
  • Established key performance indicators to track and analyze business progress and adjust strategies accordingly
  • Compiled and analyzed data to determine approaches to improve sales and performance.

Senior Service Delivery Manager

Dimension Data Pty Ltd
08.2010 - 12.2012
  • Accountable for 15 mid to large Clients across several verticals, namely Finance, Education, Government, Healthcare and Mining
  • Developed and executed detailed Account and Client Success plans
  • Facilitate Master Data Management (MDM) activities for integrity of client data
  • Compile and present monthly Service Contract reporting. Covering SLA adherence, performance trending, preventative measures, problem management, recommendations etc
  • Facilitate the operational support for all Clients ensuring they experience a min of 99% operational availability and implementation of proactive measures to prevent any impaired service
  • Cultivated effective and positive working relationships with lucrative clients through onboarding, initial training and ongoing support
  • Managed third-party contracts to drive delivery of required services and managing any non-conformance
  • Established relationships with key decision-makers within customer's organization to promote growth and retention
  • Negotiated and closed multi year agreements with new clients and existing clients in assigned territory

Senior Service Delivery Manager

Merchants Pty Ltd
09.2007 - 07.2010
  • Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff
  • Coordinated new hire recruitment, training and development
  • Advised clients on methods, technologies, process improvements and training that would increase overall business potential
  • Responsible for all operational, commercial, and legal obligations of 30 outsourced contact centre contracts: namely ASDA, Sasol, Dimension Data, Vodafone
  • I managed the Service Delivery Management and System Engineering teams across South Africa
  • Worked with Third Party Software Developers to align our CRM Tools and business processes to obtain our ITIL accreditation
  • Creation of the Change Advisory Board and implementation of the Change Management Process
  • Evaluate and improve all processes and client documentation ensuring they are consistent and provide valuable insight to aid the Client in improving their operations
  • Assist in reviewing all client contracts.
  • Where we had the inclusion of financial penalties in client contracts, organise the teams and processes to ensure adherence

Call Centre Manager

Dimension Data Pty Ltd
12.2005 - 08.2007
  • Overall accountability for the 24x7 Global Service Centre, servicing 700+ Clients across Middle East Africa
  • The Global Service Centre was the single point of contact into Dimension Data and received an average of 800+ interactions (emails/chats/calls) daily
  • Management of 31 Staff. Including people management, chairing disciplinary hearings, recruitment, onboarding, staff rostering, ongoing upskilling, budgets, salary reviews etc. ensuring the seamless operation of our call centre department and optimizing
  • Tracking and analyzing results from various monitoring tools to drive improvement
  • Collaborating with other departments to align strategies and maximize overall performance
  • Continuous service improvement, identifying opportunities for process improvement and implementing effective solutions
  • Given the stressful nature of a Call Centre environment, staff attrition is traditionally high. I stablisied it to 3%, lower than the industry average.
  • Negotiating client contracts ensuring we are setup to meet and exceed all Agreements.
  • Performing Global Benchmarking reviews and Audits, ensuring we are Compliant and adhere to best practise and able to provide best in class service

Education

High School Diploma -

Durban Girls High School
South Africa

Skills

  • Client Relations
  • Sales
  • Service Delivery
  • Client Success
  • C Level Communication
  • Business Development
  • Vendor Management
  • Bid Management
  • Project Management
  • Strategy
  • Innovation
  • Leadership
  • Financial Management

Certification

  • Management Development Program (MDP) - Stellenbosch University and Manchester Business School
  • ITIL V3
  • ITIL SDIP (Service Desk Incident and Problem Management)
  • Fundamental Leadership Development
  • Perception Management Programme for Leaders
  • Train-the-Trainer
  • Solution Selling / SPIN
  • Kepner Tregoe for Business
  • Enneagram Practitioner
  • Dimension Data Mentors Programme
  • Scaled Agile Framework (SAFe)
  • Cisco Client Success Manager Black Belt

Timeline

Client Success Senior Director

NTT Ltd
09.2017 - Current

Service Portfolio Manager

Dimension Data Ltd Pty
11.2016 - 09.2017

Head of Services Sales

Dimension Data Pty Ltd
02.2015 - 11.2016

Business Development Manager

Dimension Data Pty Ltd
01.2013 - 02.2014

Senior Service Delivery Manager

Dimension Data Pty Ltd
08.2010 - 12.2012

Senior Service Delivery Manager

Merchants Pty Ltd
09.2007 - 07.2010

Call Centre Manager

Dimension Data Pty Ltd
12.2005 - 08.2007

High School Diploma -

Durban Girls High School

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