Ruffday

Whether you're a business or individual looking to elevate your Customer Success game, consulting the right advisor will shorten the time to achieving your goals. Success planning shouldn't only be for customers, it should be for yourself too! Elevate your business or career goals by building your success plan with me.

Founder and Success Coach

The Career Foundation

Worked closely with the Nonprofit in paid executive roles as Committee Advisor, Career Coach and Workshop Facilitator for programs such as Path2CS, WorkFairly, and FIT to guide women and other professionals on their career transitions into tech and Customer Success.

Strategic Advisor & Career Coach

ReadyMode

ReadyMode is a CRM that provides data-driven insights and analytics for Enterprise businesses.

Accomplishments:
• Doubled Net Retention Revenue within 1 year through cross-functional process changes, team enrichment, and focus on ICP (ideal customer profile).
• Introduced and grew Enterprise customer segment, resulting in ARR increase of 54% within first 6 months.
• Strategically restructured CS team to optimize onboarding and growth functions by separating and defining Onboarding, Scale, Ops and Strategic CS functions.
• Doubled CS team to 14 members.
• Actively hired, trained and set team KPI metrics that were previously undefined (including NRR and portfolios).
• Developed CS Journey and Playbooks for company's rebrand and move to Enterprise.

Vice President of Customer Success

Pluralsight

Pluralsight is an Edtech organization with a mission is to democratize technology skills and support organizational technology innovations.

Accomplishments:
• Piloted new internal team structure for Enterprise to drive renewals.
• Drove strategic client outcomes for Canadian enterprise customers in financial services, consulting, and software industries.
• Managed CS lifecycle, built success metrics and ROI value drivers for C-suite leaders using Gainsight.
• Created engagement and adoption strategies for program owners and learners.

Enterprise Customer Success Lead - Canada

Udacity

Udacity is an Edtech market leader in talent transformation

Managed client outcomes and strategic customer success planning for Enterprise customers (Fortune 500 and Global 2000 companies), and led new team enablement.

Accomplishments:
• Scaled enterprise account portfolio from $3M to $8M.
• Brought in additional $500k annual recurring revenue from Canadian public sector account through consultative alignment.
• Drove full implementation of Gainsight (customer success solution) from vendor evaluations and negotiation to implementation and training for Enterprise team.
• Managed and coached Technical CSM to develop client documentation and analytics.
• Developed playbook and success plans framework to drive business outcomes during customer lifecycle and onboarding.
• Strategized product roadmap with Product and Content Teams, providing feedback and prioritizing customer issues/requests.

Enterprise Customer Success Manager

Plate IQ, Inc.

Plate IQ is a YC15 machine learning SAAS platform that optimizes financial accounting automation, purchase data analytics and cloud-based invoice storage for restaurants.

Responsible for driving insight on gaps between product and customer experience through data analysis and cross-functional team collaboration.

Accomplishments:
·       Trained global data operations team of 300 users to align data quality in accordance with evolving customer needs
·       Managed annual operations budget of $1.2m to reduce costs by 2%
·       Managed change transition for 300 users to new internal data operations product
·       Developed business operations strategy to optimize product delivery and meet SLAs while maintaining reasonable support costs
·       Defined clear project road-maps with deliverables and milestone dates, maintaining project plan and status, providing frequent updates while identifying and communicating risks/adjustments
·       Built Feedback and Analysis Reports to identify trends and improve quality on an ongoing basis

Head of Customer Success

Led Account Management (AM) team to ensure customer satisfaction during lifecycle; through customer relationship and product management, while liaising with sales, and engineering teams. 

Accomplishments:
•  Increased customer base from 360 to 1800 restaurants by implementing new on-boarding and AM processes.
•  Reduced churn from 25% to less than 1% by restructuring a consulting approach for new customers.
•  Saved company $95K through 35% reduction in on-boarding time and increasing product integration efficiency.
•  Scaled AM team from 1 to 5 people.
• Product managed accounting software integrations and partnerships with Quickbooks, Sage, Intacct, Xero, Compeat, Restaurant 365, and Ctuit.

Customer Success Manager

BCG Digital Ventures

The Blockchain Technologies Lab is a research, development, and commercialization laboratory backed by Boston Consulting Group (BCG) Digital Ventures to foster blockchain innovation.

• Gained leads from 30 BCG Global Partners for BTL workshops at Worldwide Officers Meeting (WWOM). 
• Developed budget & awareness initiative for BTL’s 10-episode and BCG DV Torque Podcast. 
• Developed & presented high level strategy for company vision, structure and timeline to founders.

MBA Intern - Operations

Yendani

Providing consulting and technical solutions for travel & hospitality businesses, and organizing secure and personalized travel in the Sub-Saharan region.

Co founded with a technical partner. Led operations, business development and b2b partnership activities.

Accomplishments:
• Steered company to breakeven in year one and 10% increase in profits year-over-year.
• Marketed & distributed proprietary online SAAS Property Management System (PMS) to 50 small hospitality businesses.
• Built partnerships with 10 major international hospitality chains (including Radisson & Taj Group) and 500 small businesses through marketing and cold calling.
• Facilitated buyout and restructuring of restaurant for a conglomerate, resulting in a 30% increase in turnover. 
• Expanded travel services to Namibia, Botswana, South Africa, and the UAE, growing by 50%.
• Trained clients in Google Analytics to analyze bookings data through online PMS.

Founder

Managed diversified teams in professional services such as finance, NGO consulting, business sustainability, transaction services and insolvency.

Accomplishments:
• Developed and reviewed proposals, winning several assignments worth over $1M.
• Generated $100K revenue as Project Manager for UK Aid’s DFID BIF program (providing technical support grants of over $500K to businesses alleviating poverty in Zambia, Malawi, Nigeria, India and Bangladesh).
• Created and led a new Corporate Social Responsibility Program (CSR) for PwC Zambia.
• Connected energy corporation with renewable source to reduce emissions and increase revenues by $600K.
• Improved access to small scale farmers, realizing savings of $250K for client.
• Led financial due diligence for 5 mergers & acquisitions, each valued at $2M and above.
• Coordinated consulting projects among the US, UK, Netherlands, South Africa, Kenya and India.

Senior Management Consultant, Advisory

Worked on projects in insolvency and transaction services.

Accomplishments:
• Achieved early promotion.
• Generated $200K revenue through high-profile Zambia Extractive Industries Transparency Initiative (EITI). Reconciled $1B in mining & government revenues and presented to media. 
• Managed activities (and later groomed a junior analyst) on liquidation of a major local airline, with global assets worth $25M and 3,000 creditor claims of $80M.

Management Consultant, Advisory

Fruit and Veg City

Chief Accountant

Advisor & Coach | LinkedIn Top Voice | Top 10 CS Thought Leader Watchlist |

As a customer success leader and holistic career coach, I provide practical actionables to unlock potential and elevate people and businesses to the next level.

Bringing creative solutions and thought diversity to challenging or ambiguous environments is my forte. From fast paced consulting firms to leading tech startups, I have helped find operational balance and strategic growth on a global scale.

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