Smart WFM appoints Chloe Rees to head of customer success

Human capital management (HCM) consultancy, Smart WFM has appointed Chloe Rees to the newly created role of Head of Customer Success.

Rees has a slew HR technology experience from companies including Coles Group, Allianz, Ambulance Victoria and AAMI.

Her primary focus at Smart WFM will be aligning customers’ operating models and processes with workforce management (WFM) and HCM technologies that make sense for their business and people.

The company said Rees is also strengthening Smart WFM’s broader partnership model developing relationships with key leaders in HR, payroll and workforce management.

Working closely with McGrath, Rees will also form part of the strategy team featuring COO Rob Scott, Regional Services Director Geoff Davey, and Advisory and Governance lead Nick Stonefield.

Jarrod McGrath, CEO at Smart WFM said, “Chloe’s deep HR tech insights and experience across a variety of industries mean she can help major organisations understand and unpack all the complex moving parts within transformation projects.

“It’s a layer of support that isn’t easily found with vendors or other partners and it’s been a major lift for our customers straight away.

With Rees’ role in place, McGrath will focus on expanding Smart WFM’s global business and developing new resources for customers and the industry.

This includes a modern learning institute to equip people with the right amount of ‘digital muscle’ to lead world-class companies and adapt to unexpected changes such as AI.

McGrath said in their industry, there’s a tendency to drop and run once the sales cycle is complete, leaving customers in the dark.

“We’ve never subscribed to that and that’s why Rees is such a good fit. She’s been on the customer side when it’s gone right and when those frustrations are there, and understanding those challenges from a customer perspective is critical for a customer-centric organisation like Smart WFM,” he said.

Rees has already helped Smart WFM secure contract wins, with a major Australian insurance provider and a significant gaming and resorts organisation, where she has engaged with clients to help them accelerate their business case for HR transformation.