Summary
Overview
Work History
Education
Skills
Timeline
Generic

Melanie Meens

Melbourne,VIC

Summary

I am a highly committed Customer Success professional committed to the customer adoption lifecycle. I view customer ROI as a key component in reducing churn, maximising renewal and optimising upsell.

I build strong business relationships based on trust, follow-up and follow through. Authenticity and transparency underpin my approach to business.

My strengths lie with my interpersonal skills and ability to build rapport. I am an excellent communicator and have a strong people focus. I am adaptable, with a 'can do' approach and bring others on the journey with me.

Overview

18
18
years of professional experience

Work History

Customer Success Manager

Cisco Systems, Inc.
02.2021 - Current
  • Responsible for the customer lifecycle and adoption process at scale with a focused 1 to many approach (300+ customers at $6m PA).
  • Scale oriented engagements across the Webex collaboration suite of products (Webex messaging, Webex Meetings and Webinars, Webex Calling, Webex Devices, Slido, Vidcast).
  • Assist customers with onboarding and product configuration to optimise successful adoption and usage.
  • Conduct regular update sessions to support customer understanding of products, new features and best practice recommendations.
  • Drive change management campaigns when required.
  • Run tailored training in response customer request for assistance with their business use case.
  • Respond to customer requests, queries and escalations.
  • Track customer renewals and engage with Customer and internal stakeholders to maximise ROI work towards renewal/upsell.
  • Established strong relationships with key customers and advocate for them within the business.

Collaboration Trainer

Cisco Systems, Inc.
07.2020 - 02.2021
  • Responsible for managing, programming, promoting, conducting and administering online Webex education at scale for the APJC region in response to the Covid19 pandemic.
  • Assist customers in online Event preparation and execution.
  • Assist with customer specific training requests.
  • Run regular product updates to keep customers up-to-date with latest Webex feature releases.
  • Support collaboration Customer Success Managers with training programs aligned with their customer needs and business use cases.

Unified Communications Trainer

Contract Trainer
11.2005 - 06.2020
  • Data collection for costing, ordering and install.
  • Develop, edit and modify training documentation for client reference.
  • Deliver training programs to varied businesses across Australia and New Zealand ranging from1:1 to auditorium style training environments.
  • Manage training implementation including content, timetabling, training setup, and technical support.
  • Coordinate client feedback to contract partners as part of configuration and documentation quality control and improvement.
  • Monitor smooth technical rollout at 'go-live' with technical support where required.

Education

Bachelor of Arts - Leisure And Recreation

RMIT University
Bundoora, VIC

Skills

Adoption methodology

Technical competence

Presentation

Communication

Listening

Critical thinking

Planning

Initiative

Self starter

Leader

Transparency

Advocacy

Timeline

Customer Success Manager

Cisco Systems, Inc.
02.2021 - Current

Collaboration Trainer

Cisco Systems, Inc.
07.2020 - 02.2021

Unified Communications Trainer

Contract Trainer
11.2005 - 06.2020

Bachelor of Arts - Leisure And Recreation

RMIT University

Similar Profiles

CREATE PROFILE
Melanie Meens