Stephen Durham
Summary
Skilled professional with over 10 years' experience in account management, customer success, project management, SaaS sales, and mechanical services management. At my time at both Sitemate & CONQA I have worked extensively within the Construction Software sector. I am a qualified refrigeration mechanic which allows me interact with site teams and C suite executives within the construction and trade industries. I have managed & mentored commercial and customer success teams.
Overview
18
18
years of professional experience
Work History
Enterprise Account Executive
Sitemate
02.2024 - Current
- Achieving sales targets on a quarterly basis
- Built and cultivated healthy pipeline of customers interested in partnering with company.
- Creating new business opportunities from qualified leads
- Presenting product demonstrations to prospective clients
- Manage a portfolio of existing accounts
- Upsell new & existing accounts
- Complete pilot review and account review meetings with customers
- Manage CRM hygiene
- Work collaboratively with Customer Success & Account Managers
- Demonstrated products, responded to questions, redirected concerns, and overcame objections to close sales.
- Built and cultivated healthy pipeline of customers interested in partnering with company.
Regional Commercial Manager NSW & QLD
CONQA
03.2023 - 02.2024
- Achieve or exceed revenue targets
- Manage commercial and customer success teams to ensure to ensure they achieved their goals and the teams goals
- Built playbooks and guides to train staff on how to interact with high ICP (ideal custom profile) trades and builders to improve customer value
- Created training programs to onboard commercial and customers success teams
- Build and maintain key customer accounts to ensure high levels of customer satisfaction and retention
- Identify market trends and opportunities to expand the business
- Work with the product development team to provide customer feedback and help drive product innovation
- Collaborate with cross-functional teams, including marketing, finance and operations to ensure alignment and drive results
- Maintain (Account Management/Business Management/Customer Success) duties
Senior Account Manager
CONQA
07.2020 - 03.2023
- Own and grow a portfolio of customers
- Generate and own new & supplemented business opportunities
- Develop & implement projects with new / existing customers
- Train new and existing customers onsite
- Upsold existing and new accounts
- Mentored junior account management professionals to develop skills and increase company revenue.
- Read and prioritized leads and delegated potential new sales to junior account managers.
- Analyzed key competitors to respond to competitive threats.
- Provided extensive support in sales, technical and business areas to key accounts.
- Created training programs & assisted with onboarding
Key Account Manager
EML
03.2017 - 07.2020
- Develop and maintain relationships with new and existing customers
- Ensure that standard service requirements are identified and documented
- Coordinate effective and timely delivery of service plans, projects and business management plans
- Key contact for all operational, risk and claims management queries for NSW Health clients
- Complete presentations to key stakeholders which are aligned to financial and claims management performance
- Improved account management by predicting potential competitive threats and outlining proactive solutions.
- Trained teams to optimize service delivery in alignment with individual needs to boost customer satisfaction.
Project Subject Matter Expert
Suncorp
03.2014 - 03.2017
- Prepared proposal documentation and specifications based on user analytics.
- Installed, configured, and monitored new system features based on user needs.
- Supported enterprise and business goals by introducing new product and service offerings.
- Developed and presented business cases, presentations and reports to senior management.
- Helped meet changing demands by recommending improvements to business systems or procedures.
Senior Case Manager
EML
04.2011 - 02.2014
- Created well-written, effective care plans appropriately matching needs of clients following standards and guidelines of funders, contractors and governmental regulations.
- Provided safety planning, crisis intervention and case management to clients.
- Informally mentored new case managers and service coordinators, answering questions, offering opportunities to shadow and observe and explaining basic information about company procedures.
Refrigeration Mechanic
Quantum Group
06.2009 - 04.2011
- Repaired HVAC and refrigeration systems.
- Routine maintenance on commercial HVAC systems
Apprentice Refrigeration Mechanic
Johnson Controls
03.2006 - 08.2024
- Repaired HVAC and refrigeration systems.
- Routine maintenance on commercial HVAC systems
Education
DIPLOMA - CONSTRUCTION MANAGEMENT
TAFE NSW
01.2018
DIPLOMA - PROJECT MANAGEMENT
TAFE NSW
01.2018
CERT III - ELECTROTECHNOLOGY & REFRIGERATION
TAFE NSW
01.2010
Skills
- Qualified Refrigeration Mechanic
- Trade/Construction industry knowledge
- SaaS knowledge (Construction)
- Mentoring abilities
- Account Management
- Sales Strategies
- Stakeholder Management
- Written and verbal communication
- Upselling strategies
- Products knowledge
Timeline
Enterprise Account Executive
Sitemate
02.2024 - Current
Regional Commercial Manager NSW & QLD
CONQA
03.2023 - 02.2024
Senior Account Manager
CONQA
07.2020 - 03.2023
Key Account Manager
EML
03.2017 - 07.2020
Project Subject Matter Expert
Suncorp
03.2014 - 03.2017
Senior Case Manager
EML
04.2011 - 02.2014
Refrigeration Mechanic
Quantum Group
06.2009 - 04.2011
Apprentice Refrigeration Mechanic
Johnson Controls
03.2006 - 08.2024
DIPLOMA - CONSTRUCTION MANAGEMENT
TAFE NSW
DIPLOMA - PROJECT MANAGEMENT
TAFE NSW
CERT III - ELECTROTECHNOLOGY & REFRIGERATION
TAFE NSW
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