AI Strategy & Adoption
Turning emerging technology into practical, responsible business use.
- AI Strategy
- Business Use-Case Discovery
- Responsible AI Adoption
- Adoption Roadmaps
- AI Enablement
- Workflow Automation
- Process Improvement
AI Adoption, Customer Success & Strategic Account Management
I’m Charlene.This is the impact& energy I bring.
My career spans digital media and performance marketing, enterprise account growth, SaaS customer success and AI adoption. I’ve built high-value pipelines, grown enterprise portfolios, strengthened strategic partnerships and improved product adoption and retention. Most recently, I led cross-functional teams to help Australian SMEs apply AI and create practical commercial value.
Industry experience
A career that evolved with technology.
Most recently led a blended team to build the demand engine for a national AI adoption program, generating 700+ qualified SME leads. Advised 400+ SMEs at 92% CSAT, progressed qualified businesses into paid audits and roadmaps, reduced missed consultations by 30% through automation and established a 50+ member advisory committee.
AI
Boab | SMEC AI
AI Ecosystem & Solutions Specialist
Sep 2024 — Aug 2026
Melbourne • Hybrid
AI venture investor and operator of SMEC AI, a federally funded national AI adoption centre supporting Australian businesses.
Key Outcomes
Led National AI Adoption Growth
Led four internal contributors and five contractors across marketing, operations and technology, generating 700+ qualified SME leads.
Turned Advice into Commercial Value
Delivered 400+ consultations at 92% CSAT, progressing qualified businesses into paid AI audits and adoption roadmaps.
Automated the Customer Journey
Designed and automated enquiry, qualification, booking and follow-up workflows, reducing missed consultations by 30%.
Strengthened the AI Ecosystem
Established a 50+ member SMEC AI Advisory Committee, bringing industry experts together to support SME adoption.
AI
Boab | SMEC AI
AI Ecosystem & Solutions Specialist
Sep 2024 — Aug 2026
Melbourne • Hybrid
AI venture investor and operator of SMEC AI, a federally funded national AI adoption centre supporting Australian businesses.
Key Outcomes
Led National AI Adoption Growth
Led four internal contributors and five contractors across marketing, operations and technology, generating 700+ qualified SME leads.
Turned Advice into Commercial Value
Delivered 400+ consultations at 92% CSAT, progressing qualified businesses into paid AI audits and adoption roadmaps.
Automated the Customer Journey
Designed and automated enquiry, qualification, booking and follow-up workflows, reducing missed consultations by 30%.
Strengthened the AI Ecosystem
Established a 50+ member SMEC AI Advisory Committee, bringing industry experts together to support SME adoption.
Verification
Integral Ad Science
Senior Account Executive
Oct 2022 — Dec 2023
Melbourne • Remote
Independent digital measurement platform (SaaS) for viewability, brand safety, and media performance.
Key Outcomes
Increased Product Adoption
Increased verification product adoption by 25%, strengthening media quality and advertiser confidence.
Accelerated Time-to-Value
Reduced time-to-value by more than three weeks through streamlined onboarding and activation.
Consistent New Business Growth
Acquired 2+ new advertisers per month through targeted agency partnerships.
Strong Client Retention
Maintained retention above 90% through proactive account management.
Performance
Rakuten Advertising
Senior Account Manager
Mar 2018 — Sep 2022
Melbourne • Hybrid
Global affiliate and performance marketing network.
Key Outcomes
Enterprise Account Growth
Led 15+ Tier 1 retail accounts, consistently achieving ROAS targets.
Multi-Region Revenue Growth
Grew client advertising spend by 57% year on year for brands including 2XU and Rodd & Gunn.
Strong Client Retention
Maintained annual account churn below 10% through proactive account leadership.
Data
Signal Pty Ltd
Key Account Manager
Dec 2016 — Nov 2017
Melbourne • On-site
Commercialised Coles flybuys data to enable precision targeting at scale.
Key Outcomes
Stronger Campaign ROI
Used first-party data strategies to lift campaign ROI by 21% through targeted segmentation and optimisation.
Improved Client Experience
Redesigned onboarding and account success workflows, achieving NPS above 85.
DSP
AOL | Adap.tv
Client Services Manager
Aug 2014 — Nov 2016
Melbourne • Remote
Video DSP (SaaS) for programmatic video and real-time bidding.
Key Outcomes
Improved Campaign Efficiency
Reduced programmatic video CPMs by 15% while consistently meeting performance benchmarks.
Rapid Issue Resolution
Resolved campaign delivery and optimisation issues within 24 hours through proactive, data-led management.
Sustained Client Satisfaction
Maintained approximately 90% client satisfaction through strong campaign performance and support.
Media
MTV Networks
Senior Digital Sales Executive
Mar 2009 — Jun 2014
Melbourne • On-site
Global entertainment company behind iconic youth and culture brands.
Key Outcomes
Consistent New Business Growth
Closed 6+ digital media deals per month, generating more than $100K in annual incremental revenue.
Stronger Sponsorship Performance
Increased sponsor ROI by 20% through high-impact brand activations at flagship live experiences.
Measurable impact
A few things I’m proud of.
Recognised Work
2021
2021 · IPMAs
Best Integrated Performance Campaign
Delivered an integrated campaign for Aje, driving revenue and brand growth through strategic cross-channel planning and optimisation.
2020
2020 · Rakuten Awards
Maximising Customer Satisfaction
Awarded for strengthening client retention and account growth through executive partnerships and performance-led account leadership.
Projects Delivered
National AI Adoption
Problem
Australian SMEs were interested in AI but lacked the clarity, confidence and practical direction to invest in the right opportunities.
National AI Adoption
Result
Advised 400+ SMEs at 92% CSAT and progressed qualified businesses into paid AI audits and adoption roadmaps that identified high-value use cases and prioritised investment.
Automated Customer Journey
Problem
Manual lead handling slowed follow-up, allowed leads to go stale and contributed to missed consultations.
Automated Customer Journey
Result
Designed and automated the journey from enquiry and qualification through booking and follow-up, reducing missed consultations by 30% and creating a more consistent experience.
Accelerated Customer Value
Problem
Complex onboarding and inconsistent activation slowed product adoption and delayed value for advertisers.
Accelerated Customer Value
Result
Streamlined onboarding and activation, increasing verification product adoption by 25%, reducing time-to-value by more than three weeks and maintaining advertiser retention above 90%.
Areas of Expertise
The toolkit I’ve built.
Commercial Growth & GTM
Building high-value pipelines, expanding accounts and creating repeatable growth.
- Revenue Growth
- Go-to-Market Strategy
- Pipeline & Funnel Management
- Consultative SaaS Selling
- Account Expansion
- Lead Generation
- Deal Negotiation
- Growth Analytics
Customer Success & Strategic Partnerships
Strengthening adoption, relationships and long-term customer value.
- Enterprise Account Management
- Onboarding & Activation
- Product Adoption
- Time-to-Value
- Retention & Renewals
- Customer Lifetime Value
- Executive Engagement
- Partner Development
Marketing & Growth Platforms
Connecting strategy, data and technology to improve marketing performance.
- Performance Marketing
- Digital Strategy
- Campaign Optimisation
- First-Party Data
- Brand Activation
- Growth Analytics
- Salesforce & Zoho CRM
Leadership & Change Management
Aligning people and priorities to turn strategy into measurable outcomes.
- Cross-Functional Leadership
- Contractor Management
- Stakeholder Influence
- Change Enablement
- Process Adoption
- Training & Communication
- Delivery Accountability
- Mentoring & Coaching
How I Work
The environment I thrive in.
Continuous Learning
I grow through hands-on experience, new challenges and opportunities to build my skills. I’m drawn to environments where learning expands both my capability and contribution.
Trusted to Own It
I’m most effective with clear direction and the autonomy to use my judgement. Give me ownership and room to move, and I’ll confidently drive work forward.
Strong Leadership
I respond best to leaders who communicate openly, provide honest feedback and set a clear direction. A strong sense of purpose brings out my best work.
Inclusive Teams
I enjoy teams where different perspectives are welcomed and ideas are shared openly. Constructive challenge, mutual respect and genuine collaboration create stronger outcomes.
What Brings Out My Best
I do my best work where trust is genuine, direction is clear and growth is part of the culture.
Give me smart people to learn from and the ownership to move things forward, and I’ll bring curiosity, accountability and a drive to make things better.
Community & Contribution
Experience is worth more when it’s shared.
Coaching & Leadership
Young Professionals Mentor
RACV Club
Sharing practical guidance, perspective and career experience.
INDUSTRY MENTORSHIP
Professional Class Judge
STEM Racing Victoria
Assessing STEM projects and supporting emerging innovators.
YOUTH TALENT DEVELOPMENT
Social Chair
Western Foxes Gridiron Club
Building connection, engagement and a stronger club culture.
RECRUITMENT & CULTURECommunity & Social Impact
Vendor Assistant
The Big Issue
Supporting vendors and positive community engagement.
COMMUNITY SUPPORT
Super Van Assistant
OzHarvest
Supporting food rescue and community delivery initiatives.
FOOD RESCUE
Corporate Fundraising Advocate
Starlight Children’s Foundation
Supporting fundraising, awareness and community participation.
FUNDRAISINGsay hello
Ready for what’s next.
I’m exploring senior opportunities across AI adoption, customer success, commercial growth, digital transformation and strategic partnerships with brands and technology companies solving real business problems through innovation.
If you’re looking for someone who can connect technology, customers and commercial outcomes, let’s start a conversation.