WAJONES Consulting

SaaS support leader · Agentic teams · Handed over

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Leadership experience

Wayne Jones.

SaaS support leader in Sydney. 27 years customer-facing, 12+ years leading mission-critical teams, Series A through Nasdaq IPO.

SupportTAMTechnical servicesProduction readinessAI & agentic tooling
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Career

Roles, end to end.

Senior Manager, Technical Account Management, APAC & Japan

Workday ·
HQ: Pleasanton, CA · Nasdaq listed
  • Lead TAM and Production Readiness across APJ for strategic enterprise accounts.
  • Primary support contact and customer advocate across Support, Sales, Customer Success and Product.
  • Global senior leadership team. Regional adoption of AI and agentic tooling.
Global · NasdaqTAMProduction readinessAI & agenticAPJ

Senior Manager, Technical Support Account Management, APAC

Splunk ·
HQ: San Francisco, CA · Nasdaq listed
  • Built the APAC Technical Account Management function from the ground up.
  • Value realisation, technical health reviews and renewal readiness.
  • Aligned Sales and Customer Success from kickoff through closure.
Global · NasdaqTAMBuilt from zeroAPAC

General Manager, Support Services, Global

Comestri ·
HQ: Sydney, AU · Pre IPO startup
  • Led a 24-person global team: application, integration, technical support, services and partners.
  • Guided the company through Series B and acquisition. Stood up a Manila satellite office.
  • Global executive leadership team.
Series B → acquisitionSupportTechnical servicesGlobal ELT

Head of Client Support, Global

Fluent Commerce ·
HQ: Sydney, AU · Growth stage
  • Led an 18-person team across SRE, application, integration, platform and partner support.
  • Coverage across Australia, Asia and EMEA for B2B omnichannel retail SaaS.
  • Global executive leadership team.
Growth stageSupportSREGlobal ELT

Customer Support Manager, APAC

Mediaocean ·
HQ: New York, NY
  • Led APAC application support for B2B advertising technology customers.
  • Shipped a ticketing platform, knowledge base and live chat.
  • Engineers based across Australia and the Philippines.
SupportAPAC

Customer Support Manager

1stGroup / VisionFlex ·
HQ: Melbourne, AU
  • National support team: software installs, application support, technical support and live chat.
  • B2B and B2C healthcare technology customers.
SupportAustralia
1998–2013

Earlier career

Customer-facing roles before support leadership
  • MedibankApplication Support. Enterprise apps at Australia’s largest private health insurer.
  • Bupa GlobalSales. International private health insurance.
  • 1800 GOT JUNKSales. Consultative selling and trusted customer relationships.
  • EnergyAustraliaCustomer Relations. Utilities.
  • Suncorp GroupInsurance Planning. Financial services.
  • AGL AustraliaCustomer Service. Energy.
  • WoolworthsCustomer Service. Where a 27-year customer-facing career started.
Breadth

Software domains supported.

WorkdayHCM · Financials · Planning · Platform
SplunkObservability · Security · IT operations
ComestrieCommerce · Omnichannel · Integration
Fluent CommerceRetail SaaS · Order management · OMS
MediaoceanAdTech · Media buying · Campaign management
1stGroup / VisionFlexHealthTech · Telehealth · Practice management
MedibankHealth insurance · Enterprise applications
Credentials
Education

Master of Commerce (IT & Strategic Management), Charles Sturt University, 2012 to 2014

Certifications

Splunk 7.x Fundamentals (Parts 1 & 2) · Large Scale Scrum (LeSS)

Core competencies

Technical account management · Production readiness · Proactive and preventative support · Customer advocacy · Value realisation · Critical escalation · AI and agentic tooling · Org design and coaching

Industries

Enterprise SaaS · B2B SaaS · eCommerce · AdTech · HealthTech · Consumer services · Utilities · Insurance

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