Wade Spark
Sydney
Summary
Astute Customer Success Manager with a background in account and customer success management. Has a proven track record in successfully developing and implementing business improvement initiatives, identifying growth opportunities, developing customer engagement methodologies, developing and delivering onboarding processes, delivering cross-functional business and product projects, implementing product expansions, training customers and staff on solutions and increasing engagement, and more. Currently seeking Senior Customer Success Manager roles.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Customer Success Manager (Digital Services)
Schneider Electric
06.2021 - Current
- Delivered and developed onboarding process improvements that increased deployment by over 300%
- Increased product expansion on average by over 30%, driving customer revenue and developing a pipeline for future opportunities
- Trained other CSM's on best engagement practices for the customer onboarding experience
- Developed a customer engagement methodology for a new service product ‘Eco Structure Outcomes Protect'
- Developed a medium touch customer success engagement model
- Developing and implementing business improvement initiatives for the product and digital team
- Leading an action plan to onboard customers to the platform and services, including Ecostruxture IT, IOT, XaaS, PaaS, SaaS, and EOP
- Training customers on solutions and increasing engagement
- Leading the deployment of capabilities to help expand services to customers
- Being the first point of contact for assigned key clients
- Advising and developing client vision, and creating customer success plans
- Collaborating with internal teams to ensure deliverables execution and customers' expectations are met
- Ensuring customer purchases are delivering the best possible value
- Identifying opportunities for potential solutions to grow revenue
- Coordinating client meetings and presenting to all levels of the client's organisation
- Supporting global customer journey mapping of product for Australia
- Delivering cross-functional business and product projects
- Building and refining a go to market CSM model for Digital Field Services as part of the digital transformation program
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Successfully supported contract renewals forbusiness customers,
- · Customer Success Management – (Assigned Customers) – LAER model – Land, Adopt, Expand, Renew
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Created customer support strategies to increase customer retention.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
Business Solutions Lead
Telstra
06.2020 - 06.2021
- Member of the Phoenix (Sales Force) champion team
- Received the Managers Award for Team Contribution
- Part of the High Achievers Club 2020 for sales and customer NPS
- Delivered significant customer transformation project to minimise COVID-19 touch points
- The above improved safety, reducing invoicing delays and competitive advantage
- Delivered a transformation project for a manufacturing company to provide improved business agility to Cloud, SAAS and SDwan solution
- Executed a cloud services campaign to deliver a 12% increase in revenue across the portfolio
- Delivered valued customer transformation projects, and created customer business improvement outcomes on customer accounts
- Conducted analysis, identification, and qualification of large and/or complex opportunities based on customer needs and goals
- Provided consulting advice based on business and market trends
- Presented customer solutions face to face, virtually and over the phone to influence opportunities for upsell and new business opportunities
- Acquired existing customer base projects across multiple product domains at scale, including SASE, SAAS, CLOUD, SDWAN, SASE, Security, Mobility, IOT, IAAS, and hosting
- Coordinated internal and external resources, such as with Telstra Partners, Deep Domain Specialists, and Bid and Delivery teams
- Delivered customer reviews to present opportunities for business improvement with existing or new solution capabilities
- Onboarded customer solutions in collaboration with client executive and product teams
- Successfully managed contract renewals for business customers, achieving a renewal rate of 90% by leveraging strong negotiation skills and effective communication strategies."
- Resolved customer issues quickly and efficiently to enhance overall customer satisfaction ratings.
- Implemented corrective actions to fix root causes of various issues.
- Recommended new products and services to customers.
Senior Account Executive
Telstra
07.2011 - 06.2019
- Member of the Training Delivery Team for the introduction of Sales Force to Telstra
- Achieved the Multi Managers Award for Team Contribution
- Completed IOT deployment to improve customer experience and ROI on rental equipment for a major rental company
- Delivered 40% better asset utilisation and reduction of a loss of 30%
- Achieved The Michael Jackson NSW Business Award (Joe Team)
- Member of the Sales Force Phoenix Change Network Team
- Grew revenue within the portfolio and increased Telstra’s product penetration within an existing client base across multiple product domains
- Managed over $10M portfolio business customers
- Developed planning and formulation of customer offers in conjunction with both internal and external Telstra parties
- Developed and coached others to achieve desired business and personal outcomes
- Delivered customer satisfaction and provided feedback and planning to help improve the customer experience
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
Business Owner - Fitness Training and Goal Coach
01.2011 - 01.2019
- Oversaw the sales and promotion for acquisition and retention of client revenue stream
- Identified new partnering and promotional opportunities
- Trained and programmed client activities
- Negotiated with venues and achieved operational excellence in the client experience
- Oversaw finance and cash flow management
- Upskilled in current trends and fitness experiences
- Used digital tools for client marketing and program distribution
Business Solutions Manager
Telstra
06.2010 - 06.2011
- Increased the portfolio NPS score average by 33%
- Won the Telstra NSW Director Pride Award
- Dealt directly with companies at the C-suite level to promote Telstra, Telstra partners and vendors to improve product and services penetration with customers
- Successfully attained the Sales Target Achievement of 100% for multiple years
- Conducted sales budget accountability face to face and virtually for new business development
- Identified new product opportunities, increased product usage and management implementation of new products for customers
- Built and maintained relationships with large business customers, and maintained external partner relationships
- Promoted Telstra direct and partner services to current and non-Telstra customers to enable customer transformation
- Created reports to provide feedback to marketing and management teams
- Delivered quotes and customer satisfaction NPS
- Developed and planned the formulation of customer offers in conjunction with both internal and external Telstra parties
- Worked with Telstra's and its partners full product solutions portfolio, including networking, Cloud, SAAS, IAAS, Security, Telco, Mobility, and IOT
- Performed proof of concept demonstrations, instructing potential customers on benefits
- Successfully managed contract renewals for small business customers, achieving a renewal rate of 90% by leveraging strong negotiation skills and effective communication strategies."
- Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
Business Sales Consultant
Telstra
06.2002 - 10.2002
Education
Certificate IV - Health & Fitness
FIA
Diploma - Health & Fitness
TAFE
Diploma - Management
TAFE
Certificate III - Telecommunications
TAFE
Skills
- Customer services
- Account management
- Customer retention
- Cross-functional coordination
- Customer needs assessment
- Customer engagement and assistance
- Customer acquisition
- Customer success management
- Identifying growth opportunities
- Customer engagement strategies
- Leadership
- Onboarding processes
- Coaching & training staff
- Customer liaison
- Stakeholder management
- Building & sustaining relationships
- Customer journey mapping
- Project delivery
- Contract Renewal Management
- Customer service
- Business development
- Client relations
- Sales management
- Account updates
- Schedule management
- Strategic planning
- Sales proficiency
- CRM software
- Negotiation
- Inter-department collaboration
- Training and mentoring
- Client service optimisation
- Report analysis
- Client service optimization
Certification
- Coaching and Instruction, Power Lifting Australia
- Google Digital Garage
- Social Media Workshop, The Training Collective
- The Psychology of Influence, TPOF-31
- Velocloud SDWAN (VTSP), Velocloud
- Miller Hyman, Sales Training
- AWS Cloud Economics (Classroom)
- Agile at Work: Building Your Agile Team (Web Based)
- AWS Business Professional (Classroom)
- Leading without Formal Authority (2017) (Web Based)
- AWS Solutions Training for Partners: Foundations - Business (Classroom)
- Totango
Timeline
Customer Success Manager (Digital Services)
Schneider Electric
06.2021 - Current
Business Solutions Lead
Telstra
06.2020 - 06.2021
Senior Account Executive
Telstra
07.2011 - 06.2019
Business Owner - Fitness Training and Goal Coach
01.2011 - 01.2019
Business Solutions Manager
Telstra
06.2010 - 06.2011
Business Sales Consultant
Telstra
06.2002 - 10.2002
Diploma - Health & Fitness
TAFE
Diploma - Management
TAFE
Certificate III - Telecommunications
TAFE
Certificate IV - Health & Fitness
FIA
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