— EXPERIENCE
April 2019 — Present
Current
Digital Customer Success Manager — APAC
Cisco Systems · Sydney, Australia
Leading digital customer success initiatives across APAC, designing scalable success programmes and driving customer adoption through data-driven strategies.
- Built foundational customer success blueprint and launched the global Digital Customer Success playbook.
- Co-developed Cisco Renew Now with Ingram Micro APAC via hackathon — became the global Commerce Automation eStorefront framework.
- Piloted AI Customer Sentiment Analysis programme; 5% increase in product case deflection.
- Executed 30+ customer webinars per quarter, contributing to a 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
Nov 2016 — April 2019
Business Development Manager — SMB Channel Sales
Cisco Systems · Sydney, Australia
Drove business development for SMB channel sales — partner enablement, market expansion, and new-channel motions.
- Drove 30% YoY growth through sales-excellence programmes, seller enablement, and customer marketing.
- 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
Jan 2015 — Nov 2016
Customer Solutions Engineer — Commercial & Mid-Market
Cisco Systems · Sydney, Australia
Provided technical solutions and pre-sales support for commercial and mid-market customers, focused on security and unified communications.
- Sales Achiever for FY15 and FY16; delivered technical breakout sessions at Cisco Live.
- Helped three T2 partners and MSPs launch Security and Unified Communications practices.
- Provided technical mentorship and talent development to scale partner Cisco-solution practices.
Technical Sales
Security
Unified Comms
Partner Development
Jul 2011 — Dec 2014
Solutions Engineer (Early Career)
Cisco Systems · Sydney, Australia
Pre-sales technical support and solution design across security, mobility, and networking portfolios.
- Sales Achiever Award for FY13 and FY14; Solutions Engineer of the Quarter (Q4 FY13).
- Appointed APAC Security Escalation Engineer with 4.9–5.0 satisfaction scores.
- Led customer-facing technical demonstrations and PoC labs in Data Centre Security.
Pre-sales Engineering
Security
Demos
Solution Design
— EDUCATION
2018
Customer & Operational Analytics
University of Pennsylvania (Coursera)
Specialised certification in customer analytics, operational metrics, and data-driven decision making.
2011 — 2012
Cisco Sales Associate Programme
Cisco Graduate Program — Business & Technical Sales
Comprehensive graduate programme covering business and technical sales methodologies, solution selling, and customer engagement.
2008 — 2009
Master in Engineering Science
University of New South Wales
Advanced engineering studies focusing on technical leadership and systems engineering principles.
— EXTRA-CURRICULAR
2017 — 2019
iSpeak Toastmasters Club President
Toastmasters International
UNSW Alumni Panellist
University of New South Wales · Student & Graduate Professional Development
Cisco MentorMe Programme
Cisco Systems · Top Talent Acquisition & Development
Success is built on genuine relationships, continuous learning, and the relentless pursuit of customer value.
— Lead with empathy, drive results through collaboration, find strength in challenges.
Looking for
Conversations about customer success operations, AI adoption in enterprise, and anything at the intersection of tech and digital rights.