THE HIGHTLIGHT REEL

• Built highly effective teams across multiple continents, timezones and cultures. Zero staff turnover within my teams during my time as manager.

• Formalised systems, technology solutions and procedures to streamline and integrate the Client Experience (Zendesk), Business Development (Saleforce) and Product Development (JIRA) functions and operations.

• Worked closely with the product development team, contributing to the roadmap using data and input from the CX function. 

• Transitioned the client support functionality from the BD / Sales team to a 24 hour Helpdesk system staffed in Australia, Canada and India. 

• Wrote and designed the Help Desk material, including a style guide. Introduced video tutorials to the desk.

• Implemented data analysis and tracking across a range of metrics to better understand customer and software issues and uptake.

• Introduced and hosted monthly Office Hours webinars to improve client engagement and better education around software releases. 

• Oversaw the upgrade of the EngagementHQ software to version 2. This included managing client expectations around site outages, communication and training in liaison with the product team and sales team. THIS WAS HUGE!

 Bang The Table is a global SAAS company pioneering Online Community Engagement for civic engagement within the State and Federal government and private sector. Launched in Australia, the company now has offices in the US, Canada, New Zealand and India.

I joined Bang the Table in 2011 and in the three+ years with the company, I have worn many hats and been part of setting the company up for global expansion.

This was a remote role working out of Brisbane, with colleagues and team members located throughout Australia, New Zealand, Canada and India.  

Business Development

Starting in Business Development, I was responsible for fostering new and existing relationships with clients throughout Australia. As part of this role, I met with and presented to local councils, State and Federal government and the private sector, as well as spoke at and conducted digital strategy and engagement training at industry specific events and conferences.

At this time, online community engagement was a new concept so a large part of this role involved education around both the practice and technology of online engagement (using both the Bang the Table products - EngagementHQ and Budget Allocator - as well as the popular social media platforms).

Marketing Manager

After about 12 months with the company, I moved into a marketing role and the formation of a three person marketing team based in Melbourne and Newcastle.

I reported directly to the CEO and in this role I oversaw and formalised the business' marketing plans and systems. This required close liaison with the BD team to implement systems and processes for lead generation and conversion using Salesforce CRM, as well as integrating our online marketing and outreach strategies within these processes. 

During this time, we also hosted the first of the company's Client Conference, The Big Bang - which saw over 100 clients from throughout Australia converge on the Gold Coast for a three day community engagement pow wow. I also implemented a series of "pop-up" events - The RoundTable Series - which saw Bang the Table staff host smaller workshops throughout the country with clients and leads. 

Client Experience Manager

In the last 18 months of my time with BTT I took on the role of Client Experience (CX) Manager and joined the company's Senior Management Team. This role tapped into my previous experience in marketing and business development and set the foundations for strong and streamlined growth within the company.

Key to this role was growing a support team that could respond to the company's global expansion plans. The aim was to keep the team small, while still maintaining and improving the level of service. I oversaw the expansion of our Helpdesk team from one Melbourne-based role, to a team of five in India, Canada and Perth, increasing our Helpdesk hours from Australian business hours to 24/7. This growth was underpinned by setting robust procedures and system configuration of our support desk software Zendesk. In addition to the CX team, I wanted to ensure the Business Development teams and the Product teams had clear line of sight into customer support issues. This was done by integrating and syncing their individual software packages (Salesforce and JIRA respectively) with Zendesk. 

Another core function of this role was to have better input into product development and lifecycle based on client feedback and usage, and vv - improve our client communication around new releases and software. This was done in several ways. I maintained an active presence within the Product Development team, as well as developed a series of metrics which were tracked and reported regularly through the management team and relevant team members. I also ensured communication on new releases through regular newsletters, updates to the Zendesk articles and monthly "office hours" webinars.