Consulting Manager

Melbourne

Carl Wills

Carl Wills

Consulting Manager

What is your role at Fusion5?

I am the Consulting Manager for the Customer Success Team based out of the Melbourne office. I am responsible for the overall management of the CST Consultants across Australia and New Zealand. The team encompasses consultants across many of the applications that we support within Fusion5, from Technical and Functional Consultants right up to Principal Consultants and Solution Architects. A big part of my role is all about ensuring that the CST resource is highly skilled and available to service all of our customer support needs.

What attracted you to Fusion5?

I initially came across to Fusion5 in a company merger but straight away I was enamoured with the people and culture. Fusion5 has a fantastic brand and reputation and the focus on service and delivering solutions was something I was very much on board with. Fusion5 has a very mature support model and an amazing group of highly qualified and experienced staff, I felt extremely lucky to be able to work alongside them.

What are you working on?

Many things in the day to day management of the CST consultant resourcing, but my current focus has been around developing a refined set of service standards for the CST consultants to ensure we are continuing to grow and develop our service product, while maintaining high standards. This is then going to be developed into an internal certification and training course.

What makes a ‘good day’?

I am a customer support advocate through and through, so a good day is when our customers are happy and I feel as though we have not only supported their needs but also have gone the extra mile to add that special something. It is often those little extra things we do in Fusion5 and the CST which can be the difference between good and great service.

What are you famous for?

I am pretty famous for my love of craft beer around the office, but apart from that I would say my ability to engage with people on every level and at the same time looking after a large team of high performing support consultants.

What do you get up to outside of work?

I am a big fan of all things craft beer. Not just the drinking of it, but also the brewing. Often on weekends you will find me brewing up some new type of beer and adding my own twists. I love the science and chemistry of it and the beer at the end is an added bonus. I am also a huge fan of watching sports, especially American football, Basketball and Rugby. I have even been known to do Fantasy football. If I am not watching sport or drinking beer you will often find me out on Beach Road in Melbourne on my road bike.

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