Apr 2022 – Mar 2024 · 1 yr 11 mos

• Coach 8 customer success managers biweekly
• Customer success mentor providing feedback to help people grow in their career
• Mentor new customer success managers how to work with direct reports, create performance plans, career tracks, and hire
• Coached managers how to implement processes, improve onboarding, and segmentation
• Coached new customer success managers how to deal with a growing book of business, best practices, and create cross-functional relationships within the company among product and sales

Jul 2021 – Mar 2022 · 8 mos

• Managing 100+ accounts (Fortune 500 Enterprise accounts) and owning entire customer portfolio
• Conduct recurring business reviews, identify up-sell opportunities, and manage customer renewals.
• Owning entire customer lifecycle post sales
• Established new service offering to increase client LTV 50%
• Established standardized kickoff scripts for consistent customer experience
• Direct the efforts of diverse groups to achieve program goals and objectives, including internal cross-functional teams, Product, Creative, Engineering, and 3rd party partners
• Works progressively with sales and marketing team to identify customer growth areas, exploit strategic advantages, and build value for existing customers
• Currently executing a project to create a customer journey map to affect time to value, value progression, and customer sentiment

Jan 2020 – Jul 2021 · 1 yr 6 mos

• Directly managed 9 CSM's remotely in UK, Canada, South America
• Developed scalable process for new user on-boarding and ongoing training.
• Create scripts for CSM's to enable scalable processes and consistent customer experience
• Lead training sessions to continue to strengthen and develop the CSM team's core skills.
• C-suite and Investor relationships for the company
• Establishing a customer advisory board with product team to navigate road map
• Work with the product and developer team to design, implement and improve-app user experience.
• Creation and implementation of multiple customer journeys across the product suite.
• Collaborating with the sales team to support company growth (case studies, referrals, training)
• Own ultimate responsibility for the customer’s retention and expansion success with enterprise and SMB clients

Aug 2019 – Jan 2020 · 5 mos

• Responsible for managing a portfolio comprised of 200+ small business clients and enterprise clients
• Maintained client relationships to ensure adoption, retention, and expansion of SAAS products.
• Carried monthly quota of churn and expansion.
• Average churn of 3.7% across 6 months.
• Aided in training new customer success team members on process and product

Apr 2019 – Aug 2019 · 4 mos

Feb 2019 – Apr 2019 · 2 mos

• Support Account Managers for our SMB clients, ensuring they are successful using our product suite
• Kickoff our clients’ on-boarding journey by assisting with account setup and initial research
• Assist Account Managers with account updates and recommendations, providing a client centric experience
• Complete additional projects like blog posts, support guides, and case studies to be used across our website and social media pages

Sep 2018 – Jan 2019 · 4 mos · Toronto, Canada Area

• Contribute to overall planning, management and completion of qualitative and quantitative projects with enterprise clients (i.e., beverage, toiletries, food items).
• Proactively manage costs/budgets, time lines, and communications between multiple work teams
• Manage internal processes to ensure best practices are utilized
• Work with team internally to ensure studies are programmed, tested and launched successfully
• Handling of multiple deliverables and deadlines, while maintaining a strong client service orientation
• Monitor progress of studies and lead corrective action with field partners, internal team members, and other suppliers as needed

Sep 2017 – Sep 2018 · 1 yr · Toronto, Canada Area

• Oy Vey served a niche food market by exploiting the limited radius of other food apps (i.e, Uber, SkipTheDishes) and servicing those clientele throughout the GTA; thus creating my own pool of clients.
• Created relationships with 20 food service locations (supermarkets, restaurants, and catering)
• Strategic development of brand awareness (Social Media, Print, Verbal)
• Established consistent clientele in a niche market (Demographic Specific)
• Automated food ordering systems to increase efficiency for both customer and restaurant.
• Customer success oriented

Sep 2016 – Aug 2017 · 11 mos · Hamilton, Canada

• Conduct psychological research experiments regarding musical experiences (i.e., genre preferences, musical participation, recreational drug usage)
• Analyze qualitative and quantitative data pertaining to Music Psychology
• Collaborate with advisors, and research assistants to achieve project goals
• Lecture, create examinations, course lessons for undergraduate students
• Mentored four undergraduate research students simultaneously throughout the year