Grace King
Brisbane
Summary
Results-driven Customer Success professional with a proven track record of leading customer success functions, driving revenue growth, and fostering long-term client relationships. Adept at scaling teams, developing retention strategies, and aligning customer success with business objectives. Experienced in SaaS, as-a-Service (aaS), enterprise solutions, and digital transformation initiatives across telco, utilities, public sector, and healthcare industries.
Overview
33
33
years of professional experience
Work History
Principal Customer Success Architect
Hewlett Packard Enterprise
03.2022 - Current
- Defined and executed customer success playbooks to enhance client onboarding, adoption, and lifetime value.
- Led C-level engagement to strengthen strategic partnerships, increasing retention and revenue growth.
- Spearheaded initiatives to accelerate aaS workload adoption, driving faster time-to-value for customers.
- Partnered with advisory and professional services to cross-sell solutions, increasing service adoption rates.
- Delivered customer success metrics and governance frameworks, ensuring alignment with SLAs and business objectives.
Customer Success Advocate
Ciena Communications Pty Ltd
08.2020 - 03.2022
- Developed customer engagement strategies, leading to improved contract renewals and reduced churn.
- Audited and optimized customer contracts to ensure compliance, mitigating risks and enhancing value realization.
- Executed Quarterly Business Reviews (QBRs), driving actionable insights for performance improvement.
- Increased revenue through proactive upselling and cross-selling, leveraging deep understanding of customer needs.
CUSTOMER SUCCESS & RENEWALS MANAGER
Cisco Systems NZ Ltd
10.2017 - 08.2020
- Established high-touch engagement with enterprise clients, strengthening long-term partnerships.
- Achieved consistent YoY renewal growth, aligning customer success efforts with business revenue goals.
- Led internal teams and partners to optimize the customer journey, reducing friction and improving NPS scores.
- Owned forecasting and revenue management, ensuring accuracy and efficiency in contract renewals.
MANAGING DIRECTOR
NetXcel Systems Pte Ltd (fka Systex South Asia)
01.2008 - 10.2017
- Scaled the business to achieve 8-10% YoY growth through customer success-led revenue strategies.
- Led a Management Buyout (MBO), retaining key accounts and employees while ensuring business continuity.
- Developed customer success methodologies that increased retention and advocacy.
- Developed comprehensive business plans, outlining long-term goals and actionable steps toward success.
Pre-Sales Manager
Smallworld GIS (GE Digital)
01.1997 - 01.2000
- Led pre-sales and solution architecture for GIS enterprise solutions across industries.
- Delivered technical expertise in spatial analytics and geospatial data management.
- Participated in industry conferences and trade shows, showcasing company products and expanding brand awareness.
Senior Consultant
ESRI South Asia
01.1993 - 01.1995
- Provided consulting services on GIS applications and enterprise geospatial solutions.
- Worked with clients to implement ESRI-based solutions for mapping, analysis, and asset management.
- Trained end-users on new systems, fostering a smooth adoption process and empowering users to maximize the potential of new technologies.
Systems Analyst
Singapore Power (Public Utilities Board)
01.1992 - 01.1993
- Led the digitization project for Automated Mapping and Facilities Management (AM/FM).
- Managed IT network operations and inter-agency geospatial data exchange.
- Collaborated with government agencies for the Singapore Land Data Hub (LDH) initiative.
- Designed and executed test cases to validate system functionality before full-scale rollouts.
- Developed custom scripts to automate routine tasks, saving valuable team hours.
Education
Bachelor of Science - Computer Science And Information Technology
The University of Western Australia
Perth, Western AustraliaCertificate of Proficiency - Digital Health
The University of Auckland
Auckland, New Zealand01-2022
Postgraduate Certificate - Legal Studies
The University of Auckland
Auckland, New Zealand01-2017
Skills
- Customer Success Strategy & Leadership
- Revenue Growth & Retention
- Customer Advocacy & Stakeholder Engagement
- Subscription & Consumption-based Models
- Cross-functional Team Leadership
- Churn Reduction & Upsell Strategies
- Customer Journey Mapping & Success Metrics
- Operational Excellence & Process Optimization
- Executive Relationship Management
Timeline
Principal Customer Success Architect
Hewlett Packard Enterprise
03.2022 - Current
Customer Success Advocate
Ciena Communications Pty Ltd
08.2020 - 03.2022
CUSTOMER SUCCESS & RENEWALS MANAGER
Cisco Systems NZ Ltd
10.2017 - 08.2020
MANAGING DIRECTOR
NetXcel Systems Pte Ltd (fka Systex South Asia)
01.2008 - 10.2017
Pre-Sales Manager
Smallworld GIS (GE Digital)
01.1997 - 01.2000
Senior Consultant
ESRI South Asia
01.1993 - 01.1995
Systems Analyst
Singapore Power (Public Utilities Board)
01.1992 - 01.1993
Bachelor of Science - Computer Science And Information Technology
The University of Western Australia
Certificate of Proficiency - Digital Health
The University of Auckland
Postgraduate Certificate - Legal Studies
The University of Auckland
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