Greenspace Health

Customer Success Manager

SeamlessMD

Sr. Customer Success Manager

• Develops healthy customer relations to increase trust, customer loyalty, and overall success of the customer with all levels of the organization (from frontline to C-Suite)

• Leads the Ontario Health SeamlessMD User Group committee meetings, bringing together a collaborative approach to healthcare in Ontario through meaningful highlights, agendas, pain points, and opportunities to leverage success across hospital teams

• Is the voice of the customer when partnering with Product/Engineering to prioritize feature requests and help define the product roadmap

• Uses data and process to measure and manage account performance (e.g. monitor customer activity on internal dashboards to ensure high patient enrolment and activation) and prove value for customer to achieve key results 

• Supports customer implementations, including providing process expertise into solution/implementation design, training staff and participating in platform testing (i.e. ensuring workflows on the platform meet the customer’s requirements). 

• Facilitates weekly/bi-weekly/monthly customer meetings to assess progress, troubleshoot issues and share best practices 

• Organizes, crafts and leads business reviews/presentations 2 to 3 times a year with key customer stakeholders (e.g. hospital C-suite executives, administrators and clinician leaders) to celebrate success, present results and recommend improvements 

• Generates customer data reports on both a regular basis (e.g. monthly, quarterly) and as needed by the customer (e.g. ad-hoc requests for presentations and research) to create compelling case studies, corroborated with customer data and health indicators

• Educates customer staff on SeamlessMD and train them on how to use the platform 

• Tests new features prior to release to ensure it meets customer needs

eSight Eyewear

• Reports to the Director of Sales, manages all aspects of partnerships & strategic planning for clinic implementation and referral program including: Prospecting, qualifying, proposing, closing, onboarding, customer success, retention
• Collaborates with optometric and low vision clinics, as well as internal team members, to incorporate eSight into their daily practice with patients
• Oversees all aspects of the clinician journey, from first touchpoint, through email campaigns, and post-sale activities
• Uses data and processes to measure and manage account performance including referral rates, conversion rates, and engagement rates
• Builds and maintains a strong relationship with key clinics (optometrists, low vision therapists, assistive technology specialists) to create influencers in the marketplace
• Facilitates bi-weekly/monthly clinic meetings virtually to assess progress, troubleshoot issues and share best practices to ensures that patient referrals are frequent and high quality
• Compiles clinic data reports on both a regular basis (e.g. monthly, quarterly) and as needed by the customer to identify opportunities for improvement and increased referrals
• Creates and improves upon the Clinic Implementation Guide, the playbook for all clinics to succeed with device implementation
• Supports the sales team with education and knowledge of product ability
• Presents regularly in French to clinics; Fluent written and oral communication for French

Accomplishments
• Improved conversion rates of end users from referrals by 30% compared to organic leads
• Improved connection rates for new leads from 20% on first call to 40% by implementing new scheduling system for agents
• Increased customer expansion to growth of 50% in Q4 2019, beating target of 30% growth

Account Manager/Customer Success Manager, Clinics

• Developed strategies to better serve sales team including messaging, reporting, process streamlining via Salesforce reporting, views, dashboards and workflows
• Managed all aspects of a team of 23 independent contractors including payroll, logistics,
coordination, and daily inquiries
• Reviewed both online and business analytics; prepares report for discussion with key decision makers
and relevant managers

Team Leader, Outside Sales

• Created collateral and case studies to support the sales team
• Managed all aspects of organic social media, including Facebook, LinkedIn, and YouTube
• Organized and implemented outbound marketing efforts such as trade shows, presentations, and
events

Marketing and Outreach Coordinator

BBYO

• Planned, managed, and oversaw all aspects of programming for the not-for-profit youth movement with over 1200 teens engaged yearly
• Contributed to an increased membership of 10% yearly for 2 years consecutively
• Developed and managed program budget of $100K annually; remained within budget 2 years consecutively
• Delivered regular communications via CRM Software to all stakeholders within the organization
• Promoted within 2 years for exceptional client relations, brand improvement, leadership skills and overall performance
• Lead the program team of professional staff to create meaningful & impactful events including large scale community wide projects

Non-Profit Program Manager - Regional Director

Non- Profit Program Coordinator - Associate Regional Director

Hillel of Greater Toronto

•	Contacted Jewish students on & off campus and created exciting social programs
•	Developed a cohesive social network strategy and database for future use
•	Utilized social media marketing techniques to connect students

Campus Entrepreneurship Initiative (CEI) Intern

Centre Camp

• Programmed captivating camp wide special events and morning routine, along with new
and innovative programs to instruct various sports/skills to children aged 2.5 to 15
• Received Inaugural “Rookie of the Year” Award presented to a first year junior counselor
who “exceeds all expectations, and epitomizes the spirit of The Jack and Pat Kay Centre
Camp” (August 2009)
*Summers Only

Specialist, Special Events Coordinator

Henry's

• Collected and analyzed data to classify products for over 8000 SKUs
• Designed intuitive data reports
• Managed the E-commerce website searches and keywords
• Integrated adept knowledge of Microsoft Office, Word, Excel and Publisher

E-Commerce Co-op

I am a passionate Customer Success Manager in the healthcare industry looking to connect with healthcare professionals and administrators to better serve patient needs. I am relentless in my efforts to accomplish any task. I am a resourceful problem-solver, creative thinker, and overall team player that will collaborate on any given project to produce key results.

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