Shaul Feldman
Melbourne,VIC
Summary
I am a confident and experienced professional with a strong background in managing key enterprise and SME accounts.
In my recent role as National Key Account Manager at Order Up!, I successfully oversaw accounts across the UK, New Zealand, Fiji and other regions, fostering enduring client relationships and ensuring their needs were met with tailored solutions.
With three years of experience in this position, complemented by a year as a Customer Success Manager, I have successfully transitioned customer engagement strategies from reactive to proactive, driving account growth and retention.
My passion lies in delivering outstanding value to clients, aligning their success with organizational goals.
I hold certifications in Customer Success, Business Management, Training & Assessment and Hospitality Management, which have further refined my strategic and operational skills.
As an advanced user of platforms like HubSpot, Monday.com, Zendesk, Click Up, and Slack, I excel in leveraging technology to streamline processes and enhance client satisfaction.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Business Development Manager
Glory Global Solutions
06.2024 - Current
- Developed and implemented strategic plans to drive revenue growth and expand market share.
- Identified and pursued new business opportunities through research, networking, and outreach, managing the full sales cycle from prospecting to closing.
- Built and maintained strong relationships with key stakeholders, including C-level executives, General Managers, Directors and others to foster long-term partnerships for new business and upsell opportunities.
- Collaborated with cross-functional teams to develop and deliver solutions that were fully aligned with client needs and expectations
- Monitored sales performance using CRM tools, provided accurate forecasts, and refined strategies based on data-driven insights.
- Orchestrated contract negotiations and maintained transparent communications with executive teams, ensuring alignment with client objectives.
National Key Account Manager
Order Up!
07.2021 - 06.2024
- Managed, supported and grew business relationships with existing accounts and developed strategies to increase sales and revenue.
- Developed and maintained long-term relationships with strategic customers, including international accounts.
- Secured high-value accounts through consultative selling, effective customer solutions, and promoting compelling business opportunities.
- Identified and attracted prospective strategic customers and partnerships by leveraging my network.
- Ensured brand consistency, high customer satisfaction ratings, and effective implementation of products and services.
- Managed internal teams and provided training for newly contracted employees.
- Represented the company in industry exhibitions, conferences and events.
- Ensured brand consistency and brand standard, especially for premium & enterprise clients.
- Maintained high customer satisfaction exceeding company standards
- Liaised with Directors, General Managers, Sales and Marketing departments to set up and implement our products and services.
- Utilised CRM software (Oracle Sales, HubSpot, Zendesk Sell, Salesforce, ClickUp, Monday, etc.) for continuous improvement and record keeping.
Customer Success Manager
Order Up!
07.2020 - 07.2021
- Spearheaded the customer onboarding, training, and activation efforts.
- Created training and educational materials in company's knowledge base.
- Conducted regular account reviews to assess progress and strategised future growth opportunities for clients.
- Created customer support strategies to increase customer retention.
- Managed cross-functional initiatives that resolved complex issues and ensured timely resolution for clients.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Managed churn, customer retention, and contribute to product development.
- Analysed customer data to identify trends and develop strategies to improve customer success metrics.
Customer Support & Account Manager
Order Up!
10.2019 - 06.2020
- Provided Technical support to clients and improving company's overall customer service philosophy & customer service.
- Strategically addressing customer needs.
- Creating a positive customer experience. Quickly resolving issues related to our products and services.
- Creating guides and knowledge base for harder to solve problems.
- Increasing customer satisfaction and CLV. Conducting & improving customer training, loyalty and retention.
- Obtaining feedback and suggestions for product development.
- Training and developing newly contracted employees.
Business Development & Account Manager
Order Up!
10.2016 - 10.2019
- Formulated and executed a comprehensive growth strategy, achieving a balance between financial gain and heightened customer satisfaction.
- Successfully identified and cultivated prospects in untapped markets, establishing effective communication channels to convey tailored value propositions.
- Orchestrated contract negotiations and maintained transparent communications with executive teams, ensuring alignment with client objectives.
- Proactively organised and facilitated impactful business meetings with potential clients, enhancing engagement and fostering strategic partnerships.
- Demonstrated a keen understanding of client needs by promoting company products and services, foreseeing and addressing client objectives.
- Ensured compliance with legal regulations by meticulously preparing sales contracts, adhering to established rules and guidelines.
- Implemented robust record-keeping systems for sales, revenue, and invoices, contributing to streamlined operations and informed decision-making.
- Provided consistent and trustworthy feedback, reinforcing client relationships and offering dedicated after-sales support.
Trainer & Assessor
Acknowledge Education
01.2017 - 07.2021
- Delivered Hospitality courses for a Certificate to Advance Diploma level.
- Delivered structured, flexible, relevant and interesting training sessions and assisted all learners regardless of level to achieve their training goals
- Used teaching and assessment strategies that are fair, valid, current and sufficient
- Conducted and recorded learner’s induction using RTO policies and procedures and developed, implemented and maintained individual training plans to met individual learning style and level of skills and knowledge
- Facilitated individual and group learning activities (whether online or face to face) to an agreed schedule
- Provided one-on-one tuition and regular checks on learners ensuring regular progression and completions
- Prepared, conducted and documented training delivery and assessment procedures using approved training delivery plans
- Completed and maintained all training records accurately, documented assessment results and submitted to the RTO
- Evaluated the effectiveness of training and assessment activities, in terms of learners using what they learn to improve customer outcomes
- Provided academic and course–related advice to students.
Restaurant Manager
Pescare Restaurant & Bar
06.2013 - 11.2016
Business Development Executive
OpenTable, AS
10.2012 - 12.2012
Bar & Room Service Manager
Stamford Plaza Hotel
08.2011 - 06.2012
Duty Manager
The Brighton Savoy Hotel
01.2009 - 01.2010
Guest Services Officer
Grand Hyatt Melbourne
10.2008 - 03.2010
Education
Customer Success Management Certification -
Success Coaching
San Carlos, CA (Online)10-2023
Bachelor - Business Management
Central Queensland University
Melbourne, VIC10-2016
Certificate IV (TAE40116) - Training And Assessment
HBA Learning Centers
Melbourne, VIC05-2010
Advanced Diploma - Hospitality Management
William Angliss Institute
Melbourne, VIC11-2008
Skills
- Market research & lead generation
- Sales cycle management & negotiation
- Upselling & cross-selling
- Problem Solving & overcoming challenges
- Communication & presentation
- Project management
- CRM proficiency
- Strategic partnerships management
- Business growth & loyalty management
- Training & development
- Proactive client engagement
- Customer feedback, support & retention
- Financial reporting
- Complaint Resolution
https://www.linkedin.com/in/shaulfeldman/
Certification
Full Australian driver license and my own reliable car
First Aid Certificate Level 2
Infection Control Training - COVID 19
Timeline
Business Development Manager
Glory Global Solutions
06.2024 - Current
National Key Account Manager
Order Up!
07.2021 - 06.2024
Customer Success Manager
Order Up!
07.2020 - 07.2021
Customer Support & Account Manager
Order Up!
10.2019 - 06.2020
Trainer & Assessor
Acknowledge Education
01.2017 - 07.2021
Business Development & Account Manager
Order Up!
10.2016 - 10.2019
Restaurant Manager
Pescare Restaurant & Bar
06.2013 - 11.2016
Business Development Executive
OpenTable, AS
10.2012 - 12.2012
Bar & Room Service Manager
Stamford Plaza Hotel
08.2011 - 06.2012
Duty Manager
The Brighton Savoy Hotel
01.2009 - 01.2010
Guest Services Officer
Grand Hyatt Melbourne
10.2008 - 03.2010
Full Australian driver license and my own reliable car
First Aid Certificate Level 2
Infection Control Training - COVID 19
Customer Success Management Certification -
Success Coaching
Bachelor - Business Management
Central Queensland University
Certificate IV (TAE40116) - Training And Assessment
HBA Learning Centers
Advanced Diploma - Hospitality Management
William Angliss Institute
Similar Profiles
Christopher St.ClairChristopher St.Clair
Field Service Technician at Glory Global SolutionsField Service Technician at Glory Global Solutions
Justin NapierJustin Napier
Help Desk Agent at Glory Global SolutionsHelp Desk Agent at Glory Global Solutions
Julie Cerino-ZimmermanJulie Cerino-Zimmerman
Material Control Coordinator at Glory Global SolutionsMaterial Control Coordinator at Glory Global Solutions