Matt Johnston
Sydney,Australia
Summary
Adaptive Customer Success Manager in the sports technology sector, blending expertise in consulting, account management, and digital transformation with a Master's degree in sports psychology. Proven track record of driving client satisfaction and retention through strategic insights and tailored solutions.
Overview
8
8
years of professional experience
Work History
Customer Success Manager
Kairos Sports Tech Ltd
03.2023 - Current
- Led Customer Success strategy for APAC region, implementing new processes and streamlining workflows.
- Increased client satisfaction by building strong relationships through effective communication and prompt response, increasing customer loyalty and expanding client base.
- Responsible for managing discovery, implementation, onboarding/training & provision of technical and non-technical support.
- Liaised with sales to manage renewal or upsell opportunities, helping to expand market share in APAC.
- Met existing customers to review current services and expand sales opportunities.
- 100% conversion rate of trials to deals closed, through providing exceptional customer service.
- Fielded customer complaints, determined root causes to resolve product/service complaints, and facilitated negotiations.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
Recruitment Consultant
Evolution Recruitment
04.2023 - 11.2023
- As a 360 recruiter I was responsible for business development, client management, resourcing, and guiding candidates through the recruitment process.
- Created strong relationships, and won business with large corporate clients through regular communication and understanding their unique needs.
- Improved client satisfaction by consistently providing high-quality candidates for various positions.
- Conducted comprehensive candidate screenings to assess skills, experience, and fit for specific roles.
- Operated and maintained applicant tracking and candidate management systems.
Customer Service Specialist
Commonwealth Bank Of Australia, CBA
01.2023 - 04.2023
- Provided customer support to Business Collateral Team, working with business customers throughout loan origination and collateral management.
- Recognised as a high performer within the team, and was responsible for undertaking quality assurance for other team members.
Digital Transformation Consultant
Danske Bank
03.2022 - 12.2022
- Defined Digital Adoption and it's method of measurement to allow tracking as a KPI at Top of Bank level.
- Drove Digital Adoption of products by implementing initiatives within both personal and business customer bases.
- Enhanced internal digital capabilities by establishing and managing a Digital Champion Network across key customer facing business units.
- Presented monthly updates to the CIO and Digital Transformation Board on the progress of relevant KPI's.
- Improved operations by scheduling & implementing digital training & development for colleagues.
- Co-ordinated workshops, town halls, and monthly digital product demo's.
Assistant Branch Manager
Danske Bank
09.2021 - 02.2022
- Day-to-day people management including scheduling, hiring, termination, disciplinary & absence procedures
- Built and maintained effective relationships and management practices with colleagues, personal and business customers.
- Responsible for numerous branch administrative duties, including organisation of cash handling and deliveries, and updating customer information
- Organised and led a team of colleagues through the undertaking of Anti-Money Laundering investigations in Northern Ireland
- Specialised in coaching and developing others in the 'digital first' agenda, and optimising staff productivity.
- Increased sales of digital products through innovative ideation, workshopping new sales tactics, and driving sales directly with customers.
- Acquired multiple new large business customers and managed the transition of their accounts
- Experience as branch manager for a two month period in the manager's absence, with responsibility to lead upwards of 20 colleagues
Digital Channels Consultant
Danske Bank
09.2020 - 02.2021
- Designed, delivered and implemented a streamlined eBanking registration process to further the Bank's digital agenda
- Introduction of new testing practices to ensure that each new digital feature was appropriately quality assessed prior to launch
- Liaised with multiple internal and external stakeholders, helping to create a strong relationship to assist project delivery.
Testing Analyst
Deloitte
09.2019 - 09.2020
- Client facing public sector project work involving testing of a mobile application throughout the software development life cycle using an agile delivery method
- Acted up several levels as Test Lead in the absence of the Test Manager.
- Assisted the Test Lead in the design and implementation of the Test Strategy & Test Plan
- Coached and guided new team members on project-based work.
- Facilitated effective decision-making by proactively participating in daily scrums
- Collaborated effectively with both client and external Consultants
- Gained ISTQB foundation Testing qualification alongside internal courses in Agile software development, test automation, API testing & Mendix Rapid Developer course for mobile applications.
Research Assistant
Canterbury Christ Church University
07.2018 - 07.2019
- Carried out in-depth quantitative and qualitative research produce a best practice guide for coaching individuals with intellectual disabilities
- Provided research updates and presentations to large professional audiences.
- Established relationships with multiple high profile sports organisations to influence participation in the project.
- Gained full qualification as an Intellectual Impairment Classifier for the IPC.
Sales Consultant
Faith Jewellers
07.2016 - 07.2018
- Identified and maximized sales opportunities, and increased customer retention rates
- Consistently exceeded individual and store sales targets to become the top-selling sales consultant
- Persuaded & upsold customers to purchase high value products through negotiation and building effective rapport.
Education
Master of Science - Sport & Exercise Psychology
Ulster University
09.2018
Bachelor of Science - Psychology
Queen's University Belfast
07.2016
Skills
- Internal & External Stakeholder Management
- Strategic Planning
- Attention to Detail
- Process Improvement
- Technical Proficiency
- Teamwork and Collaboration
- Lead Generation
- Negotiation and Conflict Resolution
- Customer Relationship Management
References
References available upon request
Timeline
Recruitment Consultant
Evolution Recruitment
04.2023 - 11.2023
Customer Success Manager
Kairos Sports Tech Ltd
03.2023 - Current
Customer Service Specialist
Commonwealth Bank Of Australia, CBA
01.2023 - 04.2023
Digital Transformation Consultant
Danske Bank
03.2022 - 12.2022
Assistant Branch Manager
Danske Bank
09.2021 - 02.2022
Digital Channels Consultant
Danske Bank
09.2020 - 02.2021
Testing Analyst
Deloitte
09.2019 - 09.2020
Research Assistant
Canterbury Christ Church University
07.2018 - 07.2019
Sales Consultant
Faith Jewellers
07.2016 - 07.2018
Master of Science - Sport & Exercise Psychology
Ulster University
Bachelor of Science - Psychology
Queen's University Belfast
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