Experience

Visier Inc.

• Canada
• Software Development
• 300 - 400 Employee

• Sr. Partner Success Manager

  • Sep 2023 - Present



Lytica Inc.

• Canada
• Software Development
• 1 - 100 Employee

• Head of Customer Success

  • Feb 2021 - Sep 2023

  Ottawa, Ontario, Canada Developing a team and methodology designed to achieve measurable positive business outcomes for Lytica's customers driving adoption, retention and growth. Responsible for providing strategic direction for the CS function and leading tactical execution towards unparalleled success. Leading a team of CSM's responsible for understanding customer's strategic objectives and to quarterback the strategic planning and measurement of their success through regular communication and business reviews.



You.i TV

• Canada
• Software Development
• 1 - 100 Employee

• Manager of Customer Success

  • Mar 2019 - Feb 2021

  Ottawa, Canada Area My main objective has been to help the organization shift to a more customer centric focus in order to drive retention and growth within our very narrow industry. In order to build this focus we have mapped the customer journey, built a Playbook focused on driving process and delivering context to those in customer facing roles and integrated our sales/service and CS programs to speak wth one voice. We have designed and delivered repeated measurement of the net promoter score, dramatically… Show more My main objective has been to help the organization shift to a more customer centric focus in order to drive retention and growth within our very narrow industry. In order to build this focus we have mapped the customer journey, built a Playbook focused on driving process and delivering context to those in customer facing roles and integrated our sales/service and CS programs to speak wth one voice. We have designed and delivered repeated measurement of the net promoter score, dramatically reduced Executive escalations and built a program that is designed to identify risk and opportunity in a meaningful and action oriented way. All while building an international team of superstars, who are clear about their mission and deliver customer excellence at every turn. Show less



Upland InGenius

• United States
• Software Development
• 1 - 100 Employee

• Strategic Customer Relationship Manager

  • Oct 2017 - Mar 2019

  Ottawa, Canada Area Building strong relationships with key stakeholders, and ensuring alignment of vision across some of our largest and most strategic customers enabled significant revenue growth and achievement of retention targets. All the while building customer engagement through customer marketing initiatives, working to streamline internal processes to drive time to value and increased execution at every stage of the customer journey. Drove the expansion of the customer success program and trained and… Show more Building strong relationships with key stakeholders, and ensuring alignment of vision across some of our largest and most strategic customers enabled significant revenue growth and achievement of retention targets. All the while building customer engagement through customer marketing initiatives, working to streamline internal processes to drive time to value and increased execution at every stage of the customer journey. Drove the expansion of the customer success program and trained and onboarded new CSM's with a blueprint for success. Show less



Halogen Software

• United States
• Software Development
• 1 - 100 Employee

• Global Manager, Customer Success and Programs

  • Feb 2016 - Oct 2017

  Ottawa, On As Manager, Customer Success and Programs, I manage, coach and inspire quota carrying Customer Success Managers to achieve results while never losing sight of the need for customers to receive value for their investment with us. I create programs and structure that enables people across our Customer Success organization to drive net ARR and lifetime customer value. I make passion for the customer journey my life's work.

• Customer Success Manager

  • Jan 2012 - Feb 2016

  Ottawa, ON I am a connector, bringing together people, information, resources and tools to support customers in the development of a world class work force. I balance building relationships and managing relationships in the interest of customer retention and growth. - Achieved 2014 Pace Setters Club winner for quota achievement over 100% - Have consistently had one of the highest customer retention rates in the organization - Experience with accounts ranging from 50 to 1500 Employees



Harris Computer Services

• Canada
• IT Services and IT Consulting
• 1 - 100 Employee

• Business Development Manager

  • Jul 2010 - Jan 2012

  Ottawa, Canada Area Our commitment is to help every organization improve with technology. We specialize in IT Managed Services, Virtualization and helping small businesses realize the cost and productivity benefits of moving to the cloud. My personal commitment to customers is that by understanding your business goals and challenges, I will bring technical insight and know how to creating a solution that works for the organization now and moving forward.



Rogers Communications

• Canada
• Telecommunications
• 700 & Above Employee

• Performance Coach

  • Mar 2008 - Apr 2010



Excel Thru Learning (ETL)

• Canada
• Human Resources Services
• 1 - 100 Employee

• Business Development Manager and Facilitator

  • Jun 2006 - Mar 2008

  New account acquisition, planning and development.and facilitation of soft skills program - leadership development, time management and communication skills for example.



Hewlett Packard Enterprise

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Account Manager

  • 2003 - 2004



IBM Canada Ltd

• Direct Marketing Rep

  • 1999 - 2002