Professional Summary

Accomplished Digital Customer Success Manager with 13+ years at Cisco Systems, progressing from Solutions Engineer to APAC regional leadership. Expert in building scalable customer success programs, driving 30% YoY growth, and pioneering AI-driven customer sentiment analysis. Proven track record in technical sales excellence, partner enablement, and cross-functional team leadership across commercial and enterprise segments.

Key Strengths

Customer Relationship Management
Strategic Account Planning
Team Leadership & Development
Process Optimization & Automation
Revenue Growth & Retention

13+

Years at Cisco

30%

YoY Growth Driven

13%

Churn Reduction

Professional Experience

Digital Customer Success Manager - APAC

Cisco Systems, Sydney Australia April 2019 - Present

Leading digital customer success initiatives across APAC region, designing scalable success programs and driving customer adoption through data-driven strategies.

Built foundational customer success blueprint and launched global Digital Customer Success playbook
Co-developed Cisco Renew Now with Ingram Micro APAC via hackathon, creating global Commerce Automation eStorefront framework
Successfully piloted AI Customer Sentiment Analysis program, resulting in 5% increase in product case deflection
Executed 30+ customer webinars quarterly, contributing to 13% reduction in churn
Created Stalled in Stage early warning system to identify at-risk accounts and enable proactive remediation

Salesforce Tableau AI Analytics Commerce Automation

Business Development Manager - SMB Channel Sales

Cisco Systems, Sydney Australia Nov 2016 - April 2019

Drove business development initiatives for SMB channel sales, focusing on partner enablement and new market expansion strategies.

Drove 30% YoY growth through sales excellence programs, seller enablement, and customer marketing strategies
Pioneered new sales channels by partnering with Fishburners and Kaseya for interstate roadshows
Launched Cisco's MSP Playbook and Small Business Product Selector for partner enablement
Created go-to-market strategies and sales motions for managed service providers

Channel Management Partner Enablement Sales Strategy Market Development

Customer Solutions Engineer - Commercial and Mid-Market

Cisco Systems, Sydney Australia Jan 2015 - Nov 2016

Provided technical solutions and support for commercial and mid-market customers, focusing on security and unified communications.

Achieved Sales Achiever award for FY15 and FY16, delivered technical breakout sessions at Cisco Live
Helped three T2 partners and MSPs create and launch their technology practices including Security and Unified Communications
Provided technical mentorship and talent development for partners to build and scale Cisco solution practices

Technical Sales Security Solutions Unified Communications Partner Development

Solutions Engineer (Early Career)

Cisco Systems, Sydney Australia Jul 2011 - Dec 2014

Early career role delivering pre-sales technical support and solution design for Cisco's security, mobility, and networking portfolios.

Sales Achiever Award for FY13 and FY14, Solutions Engineer of the Quarter (Q4 FY13)
Appointed as Security Escalation Engineer for APAC region with 4.9-5.0 satisfaction scores
Led customer-facing technical demonstrations and proof-of-concept labs specializing in Data Centre Security

Pre-sales Engineering Security Solutions Technical Demonstrations Solution Design

Education

Customer & Operational Analytics

University of Pennsylvania (Coursera)

2018

Specialized certification in customer analytics, operational metrics, and data-driven decision making.

Cisco Sales Associate Program

Cisco Graduate Program for Business & Technical Sales

2011 - 2012

Comprehensive graduate program covering business and technical sales methodologies, solution selling, and customer engagement strategies.

Master in Engineering Science

University of New South Wales

2008 - 2009

Advanced engineering studies focusing on technical leadership and systems engineering principles.

Extra Curricular Activities

iSpeak Toastmasters Club President

Toastmasters International - 2017-2019

UNSW Alumni Panelist

University of New South Wales - Student and Graduate Professional Development

Cisco MentorMe Program

Cisco Systems - Top Talent Acquisition and Development

Professional Philosophy

"Success is built on genuine relationships, continuous learning, and the relentless pursuit of customer value. I believe in leading with empathy, driving results through collaboration, and finding strength in challenges."

Core Principles

Hard Work Pays Off

Embracing the #HWPO mindset - no shortcuts, just consistent effort and dedication to excellence in everything I do.

Customer-Centric Approach

Every decision and strategy is guided by what creates the most value for customers and drives their success.

Continuous Improvement

Finding strength in struggles and joy in the grind - always looking for ways to optimize processes and outcomes.