Stealth Startup

Chief Customer Officer

Igloo Software

Leading the entire post-sales customer experience (Services, Support, Training, Customer Success) and helping to drive the mission of building a better way for organizations to work. Primarily focused on helping this already incredibly successful company scale and grow to the next level, while at the same time, continuing to improve the customer journey.

VP, Customer Experience

Intelex Technologies ULC

Leading the entire post-sales customer experience and corporate operations with a team of 150+ employees (Services, Support, Training, Customer Success, and Corporate Operations Teams) to help ensure customers are achieving EHSQ business outcomes. Focused on increasing customer value, improving retention, and driving up our go-to-market KPIs through providing the best possible customer experience and making sure the overall organization is operating as efficiently as possible and that leaders have the right data to make informed decisions.

Leading the entire post-sales customer experience with a team of 100+ employees (Services, Support, Training, and Customer Success) to help ensure customers are achieving EHSQ business outcomes. Focused on increasing customer value, improving retention, and driving up our go-to-market KPIs through providing the best possible customer experience.

SVP, Customer Experience

- Leading a global team of CSMs, Customer Support Analysts, and Training Specialists
- Part of the Executive Leadership team
- Managing and forecasting Gross and Net Retention
- Assisting in growing customer base through customer expansion
- Assisting in achieving ACV & ARR Growth goals
- Ensuring Customers are set up to achieve value and desired outcomes
- Ensuring key stakeholders are engaged, understand value & support Intelex
- Ensuring user adoption & engagement

Vice President, Customer Success

-Standardize, document & communicate best practices for solution adoption, configuration and deployment.
-Advise, guide & validate the Solution Management team on best practices for standardizing solution configuration and deployment. 
-Develop, publish & continually improve self-help resources for customer base, achieve strong adoption rates for products.

Interim Director, Center of Excellence

- Leads requirements gathering with our enterprise and large mid-market clients by facilitating blueprinting or discovery workshops
- Translates client requirements into an Intelex solution design that will meet client’s overall  business objectives, requirements, and cost and timeline objectives
- Prepares pre-sales project plans and other supporting documentation such as scopes of work, and preliminary project schedules
- Leads the development and maintenance of technical tools and resources
- Trains new account managers, partners and other employees as required on Intelex’s implementation methodology, estimation of services and project approach
- Participates in both onsite and online pre-sales presentations with members of the sales team.
- Assists the sales team in reviewing and responding to RFP’s
- Provides ongoing feedback on the process improvement of the review, preparation and confirmation of service estimates

Senior Solution Architect, Services Sales

- Manage the entire portfolio of Mid-Market clients
- Run a team of 16 implementation specialists
- Forecast revenue and other KPIs
- Create and cast vision for the Mid-Market department

Mid-Market Delivery Manager

Consulting Manager

Consulting Team Lead

Project Consultant

ASK Video

Operations Manager

Worked in the audio department on many of the networks largest shows (Olympics, Hockey Night in Canada, The National)

Radio and TV Assistant/Operator

Focused on creating value through every experience!

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