I lead growth at a US-based marketing agency as well help service businesses across North America generate more leads, close more deals, and scale sustainably.

At Optimized Marketing, I began life as a CRO expert and Client Advocate before quickly becoming the person responsible for:

- Driving expansion into new verticals 
- Designing lead gen frameworks that turn traffic into customers 
- Launching scalable CRM infrastructure (both in-house and for clients)
- Representing the agency publicly at major national conferences and vendor events
- Building internal systems that improve follow-up, client success, and brand stickiness
- Identifying 'gaps' and areas for growth - then creating the systems to make growth a reality

Before that, I built my career in high-stakes construction dispute resolution — being part of teams resolving complex, high-pressure claims where strategic thinking and sharp communication were essential. That background trained me to listen deeply, move fast, and keep people aligned when the stakes are high.

I’ve also launched and sold a restaurant brand from scratch in Hong Kong - the world's most competitive F&B market - with no outside funding or safety net. 

That business taught me the hard-earned lessons that only a business owner can understand as I brought to life something that was previously missing from the local market. 

It was lessons learned from growth that pulled me into marketing—and grounded my approach in commercial reality.

What I bring:

- Strategic thinking with a bias for clarity and momentum
- Deep expertise in CRO, lead generation, and system design
- A founder’s mindset—driven by results, not vanity metrics

If you're growing something ambitious and want a strategic partner who gets the whole picture — connect with me.

Rob Barratt

CleverTap

✅  Reported directly to VP of CS.
✅  BoB 1.5 Million for 41 accounts for EU
✅  Weekly collaborations and meetings with Directors and VP of CS.
✅  Worked with Support, Sales, Product, Marketing, Migrations, Ops.
✅  Project Lead
✅  Created + Managed Team Confluence Space
✅  Mapped client journey with draw.io
✅  Identified bottlenecks and roadblocks.
✅  Identified opportunities to streamline processes. 
✅  Identified opportunities to streamline internal communications and procedures.
✅  Identified opportunities to improve team wellness.
✅  Implemented and sole driver of Overview of CSM Projects.
✅  Change Management.
✅  Proposed 2x New critical roles to the CSM team.
✅  Proposed CSM Ecosystem Matrix.
✅  Proposed New CSM flywheel.
✅  Proposed New CSM Model.
✅  Proposed CSM Career Path Matrix.
✅  Proposed Personal Development Time for CSM's
✅  Built CS West for scale.
✅  Built CS West internal onboarding + training materials.
✅  Team meme maker.

Senior Customer Success Manager

Atlassian

In this strategic role, I leveraged my expertise in customer success, account management, and sales to drive significant business growth and strengthen customer relationships across global markets, focusing on SMBs.

Key Contributions and Impact:

✅ Instrumental in signing up over 750 new clients, generating 6.8M USD in ARR over three years, which accounted for 27+% of the team's total revenue. This excludes substantial additional revenue from upgrades, renewals, and other engagements not part of my KPIs.
✅ I have consistently maintained the top spot as the highest performer on my team since 2019, contributing 17.57% (1.6M USD) to the team's revenue in 2022-2023, even after my promotion to a senior role.
✅ Managed an average deal cycle of 3-6 months, including the teams largest deal of just over 280K, expertly navigating complex sales dynamics to maximise client retention and growth.
✅ Evolved from an experimental team initiative to a core strategic asset. Spearheaded projects that significantly improved inter-departmental cooperation and business outcomes, including automated cross-sells and upsells, business processes, wellness check-ins, and customer feedback loops.
✅Acted as a SME for Jira Software, Confluence, and Atlassian Access. Developed a client mapping tool and crafted 'Cyber Security World' in Confluence to enhance team learning and engagement.
✅Coached and mentored 5 new Growth Customer Advocates, significantly enhancing team capabilities and performance. Created a sales bootcamp and various training initiatives.

Additional Achievements: 

✅ Adapted strategies and learned new tools to address evolving market demands, maintaining high performance under changing conditions.
✅ Developed and delivered training materials that were praised for clarity and effectiveness, enhancing team knowledge and performance.
✅ Played a pivotal role in cross-departmental initiatives that improved our product offerings and customer service strategies.

Senior Account Manager: Official Title: Senior Growth Customer Advocate

As a Growth Customer Advocate, I played a pivotal role in steering customer engagement strategies and sales initiatives, directly impacting revenue growth and customer satisfaction for Atlassian.

Key Contributions and Impact:

✅ Exceeding Sales Goals: Consistently surpassed sales targets, contributing 2.5M USD (28.65%) and 2.7M USD (35.27%) to the team's total sales in 2020-21 and 2021-22 respectively, demonstrating a keen aptitude for identifying and seizing revenue opportunities.
✅ Leadership in Sales Enablement and Coaching: Led the team in lead generation and account management, significantly enhancing sales performance and coaching team members to achieve top results.
✅ Enhancing Customer Experience Management (CXM): Actively integrated customer feedback into our processes, addressing complex challenges and significantly boosting customer satisfaction through improved service delivery.
✅ Advanced Communication and Relationship Building: Employed outstanding communication skills and empathy to skillfully manage incidents and cultivate strong relationships, enhancing customer trust and loyalty.
✅ Driving Customer Success Initiatives: Focused on effective onboarding, user adoption, and engagement strategies, which increased Customer Lifetime Value (CLTV) and reduced churn by establishing deeper customer engagement and loyalty.
✅ Customer Advocacy and Analytics: Instrumental in developing and leading customer advocacy programs, contributing to the creation of comprehensive customer success analytics that guided strategic decision-making.
✅ Innovative Growth Hacking and Data-Driven Decision Making: Played a critical role in implementing growth hacking techniques and data-driven strategies, leading to substantial gains in user acquisition and retention.
✅ Contributions to Sales Team Management: Enhanced sales performance management and provided impactful sales training and development, significantly improving overall sales pipeline management and team efficiency.

Account Manager: Official title: Growth Customer Advocate 

✅ Thrived in both B2B and B2C customer service scenarios, excelling in Customer Experience Management (CXM) and Customer Satisfaction.
✅ Managed high-volume customer interactions across multiple channels, utilizing Customer Support Tools for efficient resolutions.
✅ Specialized in billing and accounts, employing problem-solving and empathy to streamline customer experiences.
✅ Conducted troubleshooting, minimizing customer downtime and enhancing User Adoption.
I developed a skills matrix for Customer Advocates, reinforcing my role as a Subject Matter Expert (SME) in Customer Advocacy.
✅ Showcased adaptability and dedication to Continuous Improvement in tech environments through active participation in internal projects.
✅ Recognized consistently for high performance, contributing significantly to team goals and customer satisfaction.
✅ Took a leading role in the "Ship It" hackathon, focusing on Sentiment Analysis and presenting innovative findings to the company.
✅ Coached colleagues, demonstrating leadership and contributing to team development and knowledge sharing.
✅ Exhibited sales acumen, quickly becoming a top performer in revenue generation in a non-sales-focused role through innovative customer engagement strategies.
✅ Proposed the creation of a "Future Team" dedicated to researching AI tools and developments aimed at identifying opportunities for the company to leverage emerging technologies.
✅ Initiated the idea for a "Problem-Solving Team" to facilitate cross-functional collaboration and innovative solutions, advocating for diverse perspectives in addressing team challenges.

Customer Service Representative: Official Title: Customer Advocate

Catawiki

✅ Top performer in revenue generated from a non-sales role and highest customer feedback scores.
✅ Excelled in managing diverse client interactions, expertly handling inquiries, resolving disputes, and addressing complaints while performing troubleshooting to elevate Customer Satisfaction.
✅ Actively coached colleagues in sales and customer service techniques, demonstrating Empowering Leadership and commitment to Talent Development.
✅ Collaborated closely with the leadership team to brainstorm and implement service improvement ideas, showcasing Strategic Leadership and Innovative Leadership skills.
✅ Conducted in-depth research on customer feedback, utilising Data Analysis and Metrics and Analytics for actionable insights to enhance service quality.
✅ Fostered a culture of open communication, encouraging team members to voice their ideas and identify bottlenecks, thereby strengthening Team Management and Collaborative Leadership.
✅ Championed the initiative to recognise and validate team contributions in meetings, which boosted morale and confidence and aligned with Inspirational Leadership and Motivation principles.
✅ Proposed and spearheaded process improvement strategies, applying Problem-Solving, Decision-Making, and Change Leadership skills to drive effective solutions.
✅ developed a reputation as a positive influence in the workplace, contributing significantly to a motivating and productive environment.

Customer Service Representative

Strata Community Insurance

✅ Handpicked for the role by Grant Taylor, the former General Manager of AAMI, reflecting my recognised expertise in the insurance sector.
✅ I was granted authority to underwrite risks up to $70M in Total Sum Insured, showcasing my Risk Assessment and Financial Analysis proficiency.
✅Consistently excelled as the top sales performer, surpassing targets through strong skills in Client Relationship Management and Effective Communication and Negotiation.
✅ Efficiently managed and expanded client portfolios, quickly establishing myself as a trusted advisor and primary contact for key accounts.
✅ Implemented robust Risk Mitigation Strategies, balancing client coverage needs with the company's financial interests.
✅ Specialized in residential strata, company title, portfolio transfers, and policy renewals, applying Insurance Products and Services knowledge in B2B and B2C contexts.
✅ Established collaborative relationships with key team members, including the State Manager, Business Development Managers, and Senior Underwriters, to enhance Insurance Industry Knowledge and strategic alignment.
✅ I have been recognised as a preferred underwriter by clients in the NSW Team, cementing my reputation as a high-value asset to the company.
✅ Negotiated insurance premiums adeptly, balancing client satisfaction and company profitability.
✅ Conducted in-depth analysis of defect reports and insurance product disclosure statements, ensuring Regulatory Compliance and comprehensive coverage.
✅ Served as the first point of contact for inquiries, efficiently resolving issues and handling basic troubleshooting.
✅ Played a pivotal role in the NSW team, providing essential administrative support, including processing policy documents, endorsements, and cancellations.
✅ I assumed additional responsibilities as a Fire Warden and First Aid Officer, emphasising my dedication to workplace safety and team well-being.

Account Manager: Official Title: Underwriter

AAMI

✅ Distinguished as the top performer in sales and service for 18 consecutive months, setting a benchmark for excellence and efficiency in the team.
✅ Achieved remarkable metrics with the lowest hold times and after-call wrap-up times, averaging under one second over 18 months, demonstrating an unwavering commitment to Customer Satisfaction and Efficiency.
✅Emerged as the team's highest CTP (Compulsory Third Party) cross-seller and a leading seller of Windscreen add-on coverage, consistently surpassing sales targets for these value-added products.
✅ Expertly handled customer inquiries in home and contents, motor, and landlord insurance, excelling in a B2C environment.
✅ Resolved troubleshooting issues swiftly and effectively, ensuring high customer satisfaction and rapid issue resolution.
✅ Initiated and led the training of recruits, four of whom rapidly became top-ten performers, reflecting strong skills in Coaching and Mentoring.
✅ Honoured with the privilege of attending three consecutive Elevate Reward Events in recognition of my sustained high performance, underlining my Result-Oriented Leadership.
✅ Acted as a mentor for the team, playing a pivotal role in meeting and exceeding KPIs and sales targets through hands-on coaching and guidance.
✅ Collaborated closely with the team leader, often strategically positioned for peer-to-peer training, enhancing team productivity and broadening the collective skill set.
✅ Partnered with and served as the primary conduit for team sales, enablement, and other cross-functional groups to deliver the best customer experience.
✅ Proactively and reactively identified, analysed, troubleshooted, escalated, triaged and resolved business-stopping customer-facing issues through partnership with leadership. 
✅ Developed content and trained our customer-facing teams on self-service systems and business processes.

Senior Sales and Customer Service Representative

Ceracell Beekeeping Supplies

✅ Organized daily tasks and assisted the manager with the day-to-day running of the warehouse.
✅ Liaised with customers and freight companies to ensure on-time delivery and handled customer enquiries.
✅ Trained and coached new staff in various warehouse areas.
✅ Loaded and unloaded freight with a forklift.
✅ Maintained inventory accuracy by conducting regular stock counts and updating inventory management systems, ensuring that stock levels were adequate to meet customer demands.
✅ Managed receiving incoming goods, verifying quantities and quality and processing any timely returns or discrepancies to maintain supply chain integrity.
✅ Oversaw the organisation and storage of products within the warehouse to optimise space usage and ensure safe and efficient retrieval for orders and deliveries.
✅ Coordinated with sales and procurement teams to align warehouse activities with broader business goals, contributing to the efficiency and cost-effectiveness of operations.

Senior Storeman and Forklift Operator

Spotless services

✅ Organized mise en place for a private hospital kitchen
✅ Planned and controlled stock and ordering supplies
✅ Liaised with suppliers and hospital management
✅ Filled in for head chef whenever he was away
✅ Ensured strict adherence to health and safety regulations and maintained the highest standards of cleanliness and hygiene in the kitchen and food preparation areas
✅ Collaborated with the nutrition team to plan and prepare meals that met the dietary requirements and preferences of patients, ensuring their satisfaction and wellbeing
✅ Managed the kitchen staff schedule, delegating tasks efficiently to ensure seamless kitchen operations during peak hours and in the head chef's absence
✅ Conducted regular quality checks on both incoming ingredients and prepared dishes to guarantee the best quality of food served to patients and staff
✅ Innovated and improved kitchen processes, contributing to menu development focusing on nutrition, cost-efficiency, and waste reduction.

Chef De Partie

Kermadec Ocean Restaurant

✅ Organised mise én place for the dessert and entrée sections, helping others when needed and ensuring all ingredients and equipment were prepared for service.
✅ Helped and trained kitchen hands, enhancing their skills and ensuring high standards were met.
✅ Followed orders directly from Head and Sous chefs, executing dishes precisely.
✅ Ensured cleaning procedures were adhered to, maintaining a pristine kitchen environment.
✅ Served as an all-rounder, adeptly handling tasks in the kitchen hand, dessert section, pizza section, and frontline alongside the head chef and sous chef.
✅ Consistently executed high-quality dishes in the fine dining section, contributing to the restaurant's reputation for excellence.
✅ Managed inventory and monitored the freshness and availability of ingredients, minimising waste while ensuring the quality of the menu offerings.
✅ Maintained a high-performance kitchen environment by setting a positive example and fostering a culture of teamwork, professionalism, and continuous improvement.
✅ Responded promptly and efficiently to customer feedback and special requests, upholding the establishment's high standards for guest satisfaction.

GBS Bar and Restaurant

✅ Organised mise en place for dessert and pizza section
✅ Worked closely with the head chef to ensure smooth kitchen operations. 
✅ Planned and controlled stock and ordering supplies
✅ Coached and trained new kitchen hands
✅ Received 3x employee of the month awards
✅ Curated a diverse menu for the dessert and pizza sections, introducing new, innovative flavours while honouring classic favourites.
✅ Ensured high-quality presentation and timely execution of dishes, contributing to the restaurant's reputation for culinary excellence.
✅  Fostered a collaborative environment, effectively coordinating with the service team to enhance customer dining experience.
✅ Maintained rigorous food safety and kitchen hygiene standards, surpassing regulatory requirements.
✅ Actively participated in weekly management meetings to discuss operations, menu planning, and customer service strategies.

McDonald's

✅ Planned and controlled stock, ensuring inventory levels were consistently balanced with customer demand.
✅ Coached and trained new staff, providing comprehensive guidance to uphold service and quality standards.
✅ Worked in all sections, demonstrating versatility and a deep understanding of each operational aspect.
✅ Received 2x employee of the month awards for exceptional work ethic and contribution to the team.
✅ Was in training to become a manager, developing leadership skills and gaining in-depth knowledge of store operations.
✅ Implemented efficient workflows and station management, reducing service times and enhancing customer satisfaction.
✅ Assisted in managing shift schedules and maintaining optimal staffing levels to support store efficiency.
✅ Conducted quality control checks to maintain the high standards expected at McDonald's.
✅ Participated in local marketing initiatives to boost store revenue and build community relationships.
✅ Demonstrated leadership qualities aligned with the company's values, setting a positive example for the team.

Crew Member

| 5.6 yrs @ Atlassian | $7M+ Net Sales, 24% Team Revenue | Top Performer in Last 6 Roles | Seeking Manager/Lead Positions | Growth & Customer Success Driver | Skills: EQ, CQ, AQ, SQ | Optimization & Efficiency Expert |

Ciao, I’m Brendan—Snr CSM at CleverTap, but think of me as a 4-player chess thinker who thrives on strategy and support. In games like BF and Dota 2, I’m the healer keeping the squad alive; at work, I shield my team, stand up for what’s right, and put wellness first—happy teams win. With mates, I’m the one they gravitate to for a laugh and a lift; with family, I’m the peacemaker solving spats. I’ve nudged €6.8M ARR at Atlassian and upped advocacy 20% by keeping it real. Off-duty, I’m a SuperGrok-driven tinkerer—exploring Web3, DePIN, and AI, turning old gear into community gold, and poking at Discord projects. Chess, music, and clever fixes keep me ticking. Open to chats about Web3/DePIN gigs, smart ops, or making work fun—say hi!

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Rob Barratt

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