Rachel Coulter

Transitioned from Business Development Manager to Head of Customer Success, reflecting expanded leadership responsibilities across strategy, customer engagement, and team development. As an early team member in a growing startup, played a pivotal role across multiple business functions, working closely with the CEO to scale operations and enhance the customer experience.

• Drove customer success initiatives that significantly improved satisfaction, retention, and product adoption.
• Collaborated cross-functionally with sales and product teams to ensure seamless onboarding and solution implementation.
• Built and nurtured strong relationships with high-value customers and strategic partners.
• Analyzed customer data to uncover trends and actionable insights, driving continuous product and service improvement.
• Led resolution of customer escalations with a focus on responsiveness and long-term relationship building.
• Acted as a key brand ambassador at industry events and conferences, strengthening RESO's market presence.
• Contributed to strategic planning, marketing, hiring, and product development in partnership with executive leadership.

Industry Trainer (Part-Time)
Real Estate Institute of South Australia (REISA) | 2008 – 2013

• Delivered accredited training for the Certificate in Property Management and Legal and Ethical Requirements of Property Management units within the Certificate IV in Real Estate Practice.
• Provided practical, compliance-focused education to aspiring property managers across South Australia.

Trainer (Part-Time)
Society of Auctioneers and Appraisers (SA) | 2019 – 2022

• Developed and delivered a bespoke training program for BDMs and business owners focused on organically building a property management business from the ground up, without acquiring a rent roll.
• Empowered professionals with strategic growth tools and operational frameworks through interactive, industry-relevant sessions.

• Launched a new product to market, leveraging established industry relationships to achieve 75% market penetration within Adelaide’s property management sector.
• Led targeted networking initiatives to foster growth and engagement with key industry stakeholders.
• Successfully onboarded new offices and teams, ensuring smooth adoption and integration.
• Acted as a key brand ambassador at industry events and conferences, strengthening market presence and credibility.

• Drove market expansion across Adelaide, WA, NT, TAS, and New Zealand by selling a suite of products into both residential and commercial property management sectors.
• Built and executed targeted networking strategies to deepen relationships with key industry stakeholders and generate new business opportunities.
• Represented the brand at industry events and conferences, enhancing visibility and credibility within the sector.
• Designed and delivered training workshops across multiple regions, boosting product adoption and generating additional revenue through training services.
• Leveraged CRM tools to track leads and analyze data, optimizing sales efforts for maximum return on investment.
• Negotiated contracts with key stakeholders, resulting in favorable terms for the company and long-term partnerships.

Raine & Horne North East

2005 - 2010

Department Manager / Business Development Manager / Senior Property Manager

Elders Regent Gardens

2002 - 2005 · 3 yrs

Department Manager / Business Development Manager / Senior PM

Walker & Keipert Real Estate

2001 - 2002 · 1 yr

Salesperson & Property Manager

Professionals Prospect

2000 - 2001 · 1 yr

Receptionist / Assistant to the PM & Sales

Myles Pearce Adelaide

1994 - 1996 · 2 yrs

Sales Secretary

Bryan Sutcliffe Northern Real Estate

1992 - 1993 · 1 yr

Receptionist / Sales support

John Martin First National

1989 - 1991 · 2 yrs

Receptionist / Sales Support