Leadership experience
Wayne Jones
Proactive Support Leadership Consultant, based in Sydney and working remotely across APAC and globally. 27+ years in customer-facing roles building reliable support operations and proactive strategic account programs — from startup scale through Nasdaq-listed enterprise SaaS.
Software domains supported
| Company | Software domains |
|---|---|
| Workday | HCM · Financials · Planning · Platform |
| Splunk | Observability · Security · IT operations |
| Comestri | eCommerce · Omnichannel · Integration |
| Fluent Commerce | Retail SaaS · Order management · OMS |
| Mediaocean | AdTech · Media buying · Campaign management |
| 1stGroup / VisionFlex | HealthTech · Telehealth · Practice management |
| Medibank | Health insurance · Enterprise applications |
Enterprise SaaS leadership
Workday
HQ: Pleasanton, CA · Nasdaq listed
Senior Manager, Technical Account Management, APAC & Japan
Lead the Technical Account Management and Production Readiness Management teams across APJ, delivering a proactive, personalised support experience for strategic enterprise accounts. Act as primary support point of contact and customer advocate, aligning business objectives across Support, Sales, Customer Success, and product. Serve on the global senior leadership team and lead regional adoption of AI and agentic tooling across proactive support programs.
Splunk
HQ: San Francisco, CA · Nasdaq listed
Senior Manager, Technical Support Account Management, APAC
Built and scaled the APAC Technical Account Management function from the ground up, leading value realization programs, technical health reviews, and renewal readiness. Drove cross functional alignment with Sales and Customer Success from engagement kickoff through closure.
Comestri
HQ: Sydney, AU
General Manager, Support Services, Global
Led global support operations across APAC and EMEA with a team of 24 spanning application, integration, technical support, technical services, and partner support. Guided the organisation through Series B funding and acquisition, established a Manila satellite office, and served on the global executive leadership team.
Fluent Commerce
HQ: Sydney, AU
Head of Client Support, Global
Led global support across Australia, Asia, and EMEA with a team of 18 spanning SRE, application and integration support, platform support, and partner support for B2B omnichannel retail SaaS customers. Served on the global executive leadership team.
Mediaocean
HQ: New York, NY
Customer Support Manager, APAC
Led APAC application support for B2B advertising technology customers, implementing a ticketing platform, knowledge base, and live chat to improve customer satisfaction and operational consistency. Team engineers based across Australia and the Philippines.
1stGroup / VisionFlex
HQ: Melbourne, AU
Customer Support Manager
Led a national support team delivering software installations, application support, technical support, and live chat for B2B and B2C healthcare technology customers.
Earlier career
Medibank
HQ: Melbourne, AU
Application Support
Enterprise application support within Australia's largest private health insurer.
Bupa Global
Sales
International private health insurance sales.
1800 GOT JUNK
Sales
Customer facing sales role with a nationally recognised consumer services franchise, an early foundation in consultative selling and building trusted customer relationships.
EnergyAustralia
Customer Relations
Customer facing roles in utilities sector.
Suncorp Group
Insurance Planning
Financial services and insurance planning.
AGL Australia
Customer Service
Energy sector customer service.
Woolworths Supermarkets
Customer Service
Retail customer service, the foundation of a 27 year customer facing career.
Master of Commerce (IT & Strategic Management), Charles Sturt University, 2012 to 2014
Splunk 7.x Fundamentals (Parts 1 & 2) · Large Scale Scrum (LeSS)
Technical account management · Proactive & preventative support · Customer advocacy · Value realization · Critical escalation · AI & agentic tooling · APAC leadership · Org design & coaching
Enterprise SaaS · B2B SaaS · eCommerce · AdTech · HealthTech · Consumer services · Utilities · Insurance