WAYNE JONES
Sydney,NSW
Summary
My domain expertise is global customer support operations, where I have experience in building, expanding, and leading teams across Australia, Asia Pacific, and globally demonstrating my ability to navigate diverse environments. As an agile strategic and tactical leader, I have successfully guided customer-facing teams through transformation and change, resulting in positive outcomes and increased satisfaction. My transition into the TSAM space and my tenure as a Senior Manager and in-region Leader for the Splunk APAC TSAM Team highlights my adaptability and capability to align customer value with key operational objectives. My aspiration to become an influential Customer Support Director in APAC showcases my ongoing commitment to creating exceptional experiences for Splunkers, customers, and partners.
Overview
23
23
years of professional experience
Work History
Senior Manager, Technical Support Account Management (TSAM) APAC
Splunk
Sydney
07.2021 - Current
- Lead the APAC Region team of TSAM Professionals delivering extraordinary service to our customers
- Collaborate with regional TSAM Senior Managers to develop key success criteria, scale and refine a global program in accordance to changing regional business and customer needs
- Frequently interlock with both regional and global Customer Support Leadership to align on strategy, actions and initiatives
- Serve as a top-line escalation point for incidents or escalations raised by managed accounts
- Develop relationships with divisional APAC (Japan, ANZ, Asia) CSM + GTM leaders to understand unique business and customer needs and where the TSAM program can add value
- Developed and expanded the team to 8 TSAMs, as well as scaled assignment to support $100million+ ARR.
- Work collaboratively with other functional leaders to enhance the overall customer experience by sharing knowledge/feedback + identifying, monitoring, and reporting on trends critical to customer success.
- Continuously improve processes and optimise existing tooling to better scale and enable delivering program value to customers
- Recruit, develop, motivate and accelerate the success of the APAC TSAM team
- Delegate and promote use of APAC TSAM resources for customer success initiatives
- Promote global Customer Success objectives to ensure TSAM strategy aligns with customer and business outcomes
- Deliver quarterly TSAM success metrics/key updates during regional Customer Support wide meeting
- Develop actionable team and individual goals as well as promote team culture
- Partner with leaders from sales, customer success management and other teams to ensure frequent delivery of TSAM Program education as well as cross functional alignment on customer outcomes.
General Manager – Support Services Global
Comestri
Sydney
12.2019 - 07.2021
- Ownership and leadership of the global support services department consisting of technical support and technical services (SaaS and OnPrem), supporting customers and partners
- Development, deployment and hiring of new Technical Services roles globally
- Expanded the global support business unit to 18 headcount based in APAC, EMEA and AMER
- Coordinated and implemented a satellite support office in Manila
- Functions included: service delivery, pre-prod support(PS projects), production support, L3 developer support
- Help build, design and implement a partner portal to encourage self service
- Identify, design and implement key strategic transformational initiatives designed to grow and scale the support services function globally as well as overall Comestri business
- Report on utilisation of billable support resources and design strategies to increase utilisation
- Develop, document and present monthly and quarterly reporting packages for multiple audiences
- Design, documentation and publishing of customer and partner support agreements / SLAs
- Part of the global ELT, helping to design, plan and execute on operational strategic initiatives during Series B fund raise and Purecomm acquisition (including inheriting support team)
- Coordinate the development of key performance goals for direct reports and their teams
- Assigned directly to Strategic Accounts; cadence meetings, issue resolution, key direct POC
- Ensure the development of tactical initiatives to pursue targeted goals and objectives to deliver customer solutions and resolutions
- Ensure the overall delivery and quality of support services for customers and partners
- Partner cross functionally to ensure alignment on business strategy as well as commercial outcomes
- Communicate support services strategy and results to the executive company directors.
Global Head Of Client Support
Fluent Commerce
Sydney, NSW
04.2019 - 11.2019
- Manage and oversee Global Client Support Department; technical support and site reliability engineering.
- Organise and maintain a permanent platform monitoring and on-call support methodology.
- Govern the software release lifecycle (continuous deployment) with an emphasis on platform resilience.
- Own end-to-end availability (SLO/SLA), reliability, and performance of Fluent Commerce’s Cloud Platform by developing processes and metrics that ensure maximum reliability and uptime for customers.
- Inspire team investment to keep up with automation and keep toil at a minimum.
- Identify areas of business improvement and implement positive change management.
- Developing tooling and enhanced capabilities to ensure quicker and more innovative solutions.
- Assigned directly to Strategic Accounts; cadence meetings, issue resolution, key direct POC.
- Recruit and retain the technical talent required to deliver services.
- Collaborate with the Engineering and Product teams to understand deployment practices and processes and work towards iteratively improving the release pipeline to ensure a highly resilient deployment strategy, ideally with zero downtime.
- Own the organizational objective of end-to-end service health and customer experience quality.
- Key part of Senior Global Leadership Team, helping to implement key systems and processes.
Support Manager, APAC
Mediaocean
Sydney
04.2017 - 11.2019
- Lead, develop and grow the APAC Customer Support Team
- Hired as the first APAC Support Manager, as part of a client services transformation post acquisition
- Contributed to the coordination of a satellite support office in Manila
- Develop procedures, implement and report on effective life-cycle management of products to ensure product stability and availability so workload is minimised and product value is maximised
- Implemented and owned Zendesk, knowledge centred support (KCS), internal and external knowledge base and online chat in APAC, including education and adoption
- Report on utilisation of billable support resources and design strategies to increase utilisation
- Assigned directly to Strategic Accounts; cadence meetings, issue resolution, key direct POC
- Implemented customer experience and satisfaction projects and initiatives
- Develop and manage product support contracts and service level agreements to ensure delivery obligations are met and value of services maximised
- Designed regular monthly and quarterly operational reporting packages for presentation during QBRs and all hands meetings.
Customer Support Manager
VisionFlex Group
Sydney
10.2013 - 02.2017
- Lead, develop and grow the Customer Support Team through IPO and acquisition of GOBookings, Clinic Connect and DocAppointments, including inheriting their support teams
- Developed streamlined operational SOPs + support SLAs
- Implemented knowledge base and deployed chat function to encourage self service and education
- Reported on CSAT and NPS, including customer call backs for DSAT results
- Involved in sales pipeline and contract renewal and renegotiation
- Served as top-line escalation point for critical matters and issues
- Expanded the Customer Support Team from 1 to 6 over a 2 year period.
Application Support Administrator
Medibank Health Solutions
Sydney
01.2011 - 01.2014
- Provided customer service + Level 1 and 2 application support + end to end QA (UAT)
- Developed and documented user acceptance testing user stories
- Involved in defect prioritisation with Product Owners
- Documented and maintained application support SOPs within user manuals
- Facilitated application training requests
- Developed and maintained regular support analytics and reporting packages
- Scrutinize and manipulate data loads/cohorts for upload into the supported application.
Various Roles
BUPA
Melbourne, VIC
03.2001 - 05.2011
- Sales Administrator @ BUPA - Melbourne
- Sales Exectutive @ 1800-Got-Junk? - Vancouver, Canada
- Camp Counsellor @ Maine Teen Camp - Maine, USA
- Customer Relations Advocate @ Energy Australia - Melbourne
- Insurance Planner @ Suncorp Group - Melbourne
- Customer Service Representative @ AGL - Melbourne
Education
Masters Degree Commerce (Spec. ITC and Strategic Management) -
Charles Sturt University
12.2014
Graduate Diploma Business -
Charles Sturt University
12.2013
Diploma Business + Diploma Marketing -
Northern Institute of TAFE
12.2011
Skills
- Customer Support
- Leadership
- Agile - ITIL - ITSM
- SRE - Technical Services
- Knowledge Management
- Talent Management
- Continuous Improvement
- Dispute Resolution
- Project Management
- Software Development Lifecycle
- Technical Support Account Management
- Strategic Planning
- Technical Services
- Data Analytics
- Cross-Functional Collaboration
- Reporting Management
Affiliations
Health and fitness, Aussie rules football, cricket, boxing, travel, family, gardening, auto mechanics, classical music, social work + volunteering, cooking.
Timeline
Senior Manager, Technical Support Account Management (TSAM) APAC
Splunk
07.2021 - Current
General Manager – Support Services Global
Comestri
12.2019 - 07.2021
Global Head Of Client Support
Fluent Commerce
04.2019 - 11.2019
Support Manager, APAC
Mediaocean
04.2017 - 11.2019
Customer Support Manager
VisionFlex Group
10.2013 - 02.2017
Application Support Administrator
Medibank Health Solutions
01.2011 - 01.2014
Various Roles
BUPA
03.2001 - 05.2011
Masters Degree Commerce (Spec. ITC and Strategic Management) -
Charles Sturt University
Graduate Diploma Business -
Charles Sturt University
Diploma Business + Diploma Marketing -
Northern Institute of TAFE
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