Melbourne, Victoria, Australia
Liam brings a wealth of knowledge and skills cultivated in the dynamic landscape of the technology and services industry. As a proactive and customer-centric leader, he navigates the intersection of customer success, onboarding, and product management, driving impactful solutions. Liam is a collaborative team player committed to challenging the status quo, consistently seeking opportunities to make a positive difference in both the customer experience and overall business strategy. Key Skills: - Business Analysis: Proficient in conducting thorough business analysis to identify needs, define requirements, and recommend effective solutions. - Data Analysis: Skilled in analysing and interpreting complex data sets to derive actionable insights for informed decision-making. - Process Improvement: Experienced in evaluating and optimising business processes to enhance efficiency and drive organisational improvement. - Requirements Gathering: Adept at eliciting, documenting, and prioritising business requirements through effective communication with stakeholders. - Problem Solving: Demonstrated ability to approach challenges as opportunities, utilising analytical skills to develop innovative and practical solutions. - Stakeholder Communication: Exceptional ability to collaborate with diverse stakeholders internally and externally, including customers, development/engineering teams, marketing, and senior leadership, to align business goals with product strategies and build postive relationships. - Strategic Thinking: Capable of aligning business objectives with strategic initiatives, contributing to overall organisational success. - Project Management: Proven ability to use project management methodologies and practices, ensuring timely and successful project delivery. - Data Visualisation: Proficient in presenting complex data in a clear and visually compelling manner to facilitate decision-making processes. - Adaptability: Quick learner with the ability to adapt to evolving business environments and effectively manage changing priorities.
Streamlining and automating client onboarding, manages the continuous improvement pipeline of Sorted’s SaaS platform for new and existing customers. Collaborates cross-functionally, delivering detailed scope and requirements, ensuring seamless integration of client technology with the platform. Utilising SQL and BI tools to analyse key trends and ensures high levels of customer satisfaction.
Played a pivotal role as a Partner Success Specialist at Sorted, focusing on onboarding new partner clients. He leveraged SQL and BI Tools for data analysis and developed and implemented customer success playbooks and development plans. Crafted system email templates using HTML and delivered interactive training, both remotely and in-office. His dedication to customer service and support, coupled with a keen eye for client feedback, significantly contributed to continuous improvement and product development.
Led the setup of the business, managed and supported field technicians, and ensured quality assurance of IT services. His strategic development, marketing, and workforce management system implementation were integral to the success of business operations.
Effectively addressed the technology needs of home and small business clients across Melbourne. With a hands-on approach, he diagnosed and resolved customer issues with exceptional customer satisfaction.
Conducted user experience testing for the mobile application, identifying key problems and areas for improvement, collaborating with developers for resolution. He also conducted market research for funding and sales presentations, contributing to strategic business growth.
In his work experience placement, he built and developed a passive Wi-Fi tracking system for capturing marketing data. Collaborating with the CTO, he worked on Wi-Fi data capturing devices, utilized Linux-based servers, and installed health check-up systems on client premises.