Summary
Overview
Work History
Skills
Awards
Certification
Timeline
TruckDriver

Luke Merrell

Sydney

Summary

Through years of experience in Customer Success and Account Management, I have acquired a comprehensive understanding of the needs and challenges faced by clients in various industries. I am skilled in identifying growth opportunities and developing tailored solutions that align with the specific goals of each client.


With my deep understanding of insight selling, I am able to provide valuable and strategic recommendations to clients. In all my work, I prioritise customer service/relationships and ensure that clients receive the utmost attention and care.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Head Account Partner

Icon Media Co
10.2023 - Current
  • Achieved successful client outcomes by identifying and addressing their unique needs and goals.
  • Collaborate with diverse team to develop innovative solutions and product ideas.
  • Streamlined internal processes, fostering improved efficiency and productivity.
  • Client coaching & training on products and solutions
  • Ad campaign optimisation and recommendations
  • High level of customer service and communication via regular Zoom calls, Slack, emails and phone.
  • Identify upsell opportunities

Key Account Partner

Domain Group
03.2022 - 05.2023
  • Increased customer satisfaction by providing teams with training and skills to optimize service delivery in alignment with individual needs.
  • Maintained responsibility for sales, contracts, negotiations and reporting for accounts worth over $9.5 million pa.
  • Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
  • Presented key insights and product opportunities to clients and teams on regular basis.
  • Strengthened client relationships by providing consistent communication and addressing their needs promptly.

Senior Customer Success Manager

Domain Group
02.2018 - 03.2022
  • Provided multi-media advertising solutions to Real Estate industry across print, online, social media, and Agent Solutions.
  • Liaised between account holders and internal representatives to resolve issues and maintain satisfaction.
  • Developed market share by understanding each client's business and tailoring advertising solutions to their needs.
  • Renewed and negotiated sales contracts with key stakeholders. Maintaining 100% client and product retention.
  • Delivered sales presentations and pitches to clients, upper management and junior sales associates for demonstration
  • Enhanced customer satisfaction by implementing personalized success strategies for key accounts.

Sales Manager

Domain Group
04.2017 - 02.2018
  • Managed Sydney North team for Domain group as a maternity leave position.
  • Provided support and leadership to 8 staff members, ensuring they had the necessary tools and resources to perform their duties effectively.
  • Collaborated and communicated with various key stakeholders within the business to ensure the team had sufficient information and understanding of the business expectations.
  • Conducted regular team member 1:1s and group team meetings to ensure each team member was confident and competent in demonstrating best practice in their day-to-day roles.

Customer Success Manager

Fairfax/Domain
02.2011 - 04.2017
  • Regularly met with clients and decision makers to consult with them on most appropriate strategy to meet their business needs.
  • Presented marketing strategies to sales teams and educated them on effective product use.
  • Developed market share by identifying opportunities to upsell on all media platforms.
  • Successfully renewed and negotiated sales contracts with clients. With 100% retention.
  • Streamlined customer onboarding process for accelerated product adoption and increased retention rates.
  • Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.

Market Manager

News Corp
02.2009 - 10.2010
  • Managed and grew key list of clients through print and online media across all industries.
  • Created proposals and solutions for advertising campaigns, ensuring they aligned with clients' goals and objectives.
  • Coordinated bookings over divisions and publications to ensure seamless execution of campaigns.

Skills

  • Experience using Salesforce, DocuSign, Slack, ads manager & Tableau
  • Selling across multi media platforms ie digital, social & print/publishing
  • Providing insights to data
  • Territory Management
  • Presenting & training
  • Optimisation of products & campaigns
  • Cross-functional collaboration
  • Proptech
  • Client relationship management
  • SaaS Solutions

Awards

  • 2019 Most Effective Sales Person - Winner
  • 2022 Sharing Learnings with Peers - Winner
  • 2022 Understanding Customers/Planning - Finalist

Certification

  • High School Certificate 2002
  • Complex Adaptive Selling 10,000 Hours (2017)
    Sales Masterclass RogenSi (2016)
    Presenting & Communication Skills Program (2016) Cert
  • Powerful Presenting Fairfax Media (2013)
  • Sales Capability training (2023)

Timeline

Head Account Partner

Icon Media Co
10.2023 - Current

Key Account Partner

Domain Group
03.2022 - 05.2023

Senior Customer Success Manager

Domain Group
02.2018 - 03.2022

Sales Manager

Domain Group
04.2017 - 02.2018

Customer Success Manager

Fairfax/Domain
02.2011 - 04.2017

Market Manager

News Corp
02.2009 - 10.2010

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Luke Merrell