Rowan Boreham

GRR: 98%, NRR: 110%, Managing approx. $1.1 Million ARR
Customer base including top universities, national sporting leagues and clubs, nonprofits & NGOs, and corporations across Asia-Pacific.

• Primary point of contact between the customer and internal teams, including Product & Engineering, Finance, Implementation, Technical Support and Executive teams.
• Building customer relationships with personas ranging from Product Owners to the C-Suite to ensure buy-in and satisfaction with our products, and identify opportunities for growth.
• Technical proficiency in four Salesforce native solutions; Events, Payments, Compliance and Storefront. The ability to communicate with various internal and external personas at both a granular, and 10,000 foot level.
• Presenting data-driven analyses of customers’ business goals, fluently weaving in our solutions’ impact and driving home the value of the transformation they are undergoing.
• When necessary, orchestrating and delivering upon mutual success plans to reduce friction & remove obstacles to successful implementation. Tactfully and diplomatically negotiating with executives and business leaders.
• Spearheading process changes to: drive new revenue based on product usage, improve customer satisfaction from support tickets & streamline customer communications.

Improved daily usage of Podium among my customers from just 28% to 78%.

• Drove hundreds of digital transformation journeys for small-medium size businesses across Australia, promoting SMS as a means of customer communication.
• Designed and implemented tailored process automation and 3rd party software integrations (Stripe, Hubspot, Salesforce & more) to improve customer satisfaction, lead generation and data integrity for our customers.
• Collaborated with sales on contract expansion by communicating coherent use cases and outcomes to business owners with a value selling approach.
• Negotiated contract terms during renewals processes, securing favourable conditions for both parties involved and ensuring contract obligations were met by both parties.
• Focal point for customer interactions - overseeing integration, onboarding, support, finance and marketing teams interactions with customers.

Quota attainment 2021: 151%, 2020: 129%

• Expanded business through effective network development, identifying prospective clients and opportunities for expansion within the existing client base.
• Conducted market research to identify new business opportunities and target areas for expansion.
• Developed cold business pipeline and effectively managed warm leads to uncover sales opportunities.
• Acted as a thought-leader during the global pandemic, enabling businesses to switch to virtual event strategies to replace in-person events.
• Collaborated with Success, Account Management, Sales and Marketing teams to coordinate Go-To-Market strategies in my territory.