Allstate Canada

Customer Journey Manager

LumiQ

Head of Customer Success

Maropost

•	Built, led and measured team of 11 Customer Success Managers in Canada and India
•	Defined and optimized customer lifecycle by mapping out journey and enhancing customer experience
•	Implemented new processes and account planning strategy to increase upsell & reduce churn
•	Provide coaching and mentorship for all Customer Success activities and enhancing customer experience
•	Implemented customer-centric approach throughout the organization and served as liaison between departments on behalf of customer and CS team
 •	Advocated for customers by consolidating and communicating feedback and suggestions for product enhancements

Achievements:  
-Maropostian Employee of the Year 2021
- Employee of The Month September 2021

Director, Customer Success

Responsible for the adoption, advocacy, retention, and growth of Maropost Enterprise customers.  Ensuring alignment with customer objectives and goals to a success roadmap, advising on digital marketing best practices, and ensuring executive alignment to drive customer success.  

•	Managed a portfolio of enterprise clients, totalling $4M in ARR 
•	Conduct business reviews with C-level executives 
•	Work across multiple teams to streamline processes and ensure client satisfaction 
•	Conducts client onboarding and training of the platform
•	Managed support escalations
•	Lead ongoing customer success training seminars for team, covering customer success best practices

Strategic Customer Success Manager

Taplytics

•	Ownership over contract renewal and retention of USD $2M recurring revenue 
•	Conducted business reviews, hosted monthly status calls and ad hoc meetings as needed to ensure client satisfaction
•	Advocated client needs and issues across internal departments
•	Evaluated and identified opportunities to drive process and system improvement to positively impact the experience of the client base
•	Presented user adoption findings to senior executive tying to key business outcomes.  Presented current versus future state of application adoption and the impact it can have on user productivity, increased sales, reduction in customer churn, gain market share and improvement in customer satisfaction

Enterprise Customer Success Manager 

Cority

Managed the ongoing Cority relationship with assigned clients as it relates to increasing adoption, reducing churn, ensuring retention, and improving satisfaction of implemented Environmental, Health, Safety and Quality management solutions.  
     
●	Actively managed client relationships to increase adoption, ensure retention, and increase satisfaction
●	Program manage account escalations and de-risk problematic accounts
●	Worked with customers to identify client needs and propose solutions
●	Develop, prepare, and nurture clients for advocacy 
●	Establish Customer Success Best practices, and success plays for medium, high and tech touch clients 
●	Oversaw webinar governance, topic selection and served as co-host on live sessions 
●	Responsible for conducting quarterly business reviews
●	KPI analysis to examine trends and demonstrate value on monthly client engagement meetings

Customer Success Manager

Intelex Technologies Inc.

Managed the ongoing Intelex relationship with assigned clients as it relates to increasing adoption, ensuring retention, and improving satisfaction of implemented Environmental, Health, Safety and Quality management solutions. 
     
●	Ownership over the retention of USD $2M recurring revenue
●	Established as a trusted/strategic advisor with each assigned client and drive continued value of products and services
●	Develop, prepare, and nurture clients for advocacy 
●	Work with clients to establish critical goals, and other key performance indicators and aid the customer in achieving their company strategic goals
●	Evaluate and identify opportunities to drive process and system improvement to positively impact the experience of the client base
●	Advocated client needs and issues across internal departments
●	Program manage account escalations and de-risk problematic accounts 
●	Successful in providing opportunities for upsell and cross sell through improved user adoption and increased customer loyalty
     
Achievements:  

Maintained a Customer Gross Retention rate of 100% for FY 2017
Maintained a Customer Gross Retention rate of 92% for FY 2016

Deltek (HRsmart) 

Managed all aspects of customer relationship and service for an assigned portfolio of HRsmart clients.  
Consists of supporting client requests and engineering solutions, post go-live customer support, professional consultation, and internal process development and enhancement of the Applicant Tracking System.
     
●	Managed and maintained customer relationships
●	Lead interdepartmental team initiatives to resolve customer issues and concerns 
●	Applied proven client support techniques, methods and tools, coordinate multiple accounts of small to medium scale; including developing task schedules and tracking client requests
●	Tracked, reported and communicated trends in issues, customizations, action items and key business milestones for the client
●	Provided guidance to clients on HR best practices and utilize all ATS and talent acquisition tools, systems, resources and product education
●	Assisted in defining and mapping new processes and facilitating the continuous improvement of existing processes
●	Facilitated meetings the verification of scope, business, technical and customization requirements documentation as needed

Client Services Account Manager

Kelly

Managed the field service operation for the IBM field subcontractor network and ensured that service delivery objectives were met through timely cost-effective service.

●	Managed the IBM relationship on behalf of Kelly Services.  Maintained business relationships with Strategic Clients, ensuring service levels were met and all partnership opportunities are uncovered
●	Full P& L responsibility plus forecasting of yearly budgets in excess of $3.5 million annually
●	Managed team of 4 Project Coordinators including 300 subcontractors across Canada. 
Networked with client contacts (Delivery Project Executives, Sales, Pre-Sales, Solution Architects, Project Managers, and coordinators) uncovered new areas and needs
●	Increased revenue by reinforcing contractual agreements and negotiated out of scope fees from self-created statements of work 
●	Reported dashboard and scorecard results and utilized data to provide effective solutions to improve partner performance SLA and KPI adherence

IMAC Business Manager, Canada Strategic Accounts & Operations 

Home Trust Company

Accountable for maximizing account penetration and sales volume objectives by identifying sales opportunities, qualifying sales leads and closing sales on mid and large volume accounts. 

●	Relationship Manager responsible for key accounts
●	Worked with Sales Management in the preparation and presentation of business reviews
●	Responsible for sales training and development of sales team, and worked closely with management to ensure sales targets were achieved ensured effective resolution of customer complaints to increase satisfaction and maintain customer loyalty

Business Development Representative

Chase

●	Worked closely with clients in structuring and evaluating technological and processing alternatives for overall cost savings
●	Monitored performance of accounts and take necessary actions to ensure service level maintenance
●	Extensive experience with development of Request for Proposals (RFP's) and presentations to senior management

Account Executive

Outcome driven performance-oriented Customer Success Leader.  With diverse and progressive global CS experience, leading Canadian and APAC teams through periods of change, high-growth and scale.  
Focused on refining the customer journey, to ensure customer retention, and future growth.  Possess strong communication and problem-solving skills, with an ability to successfully coach and motivate throughout customer lifecycle. With a strong passion for building and maintaining client relationships and coaching teams.

Core Strengths:
Retention & Renewals | De-escalations | Consultative Selling | Team Development and Leadership | Relationship Building | Process Optimization | Saas account management | Customer Retention Strategies

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