Director of Customer Success

• Feb 2022 - Present

Director of Customer Success

• Jul 2021 - Dec 2021

Collaborating with various departments and senior executives to provide project management and development assistance for numerous client-facing and cross-departmental internal projects. Supporting team growth including hiring, mentorship, and performance reviews. Continual process development to ensure client uptake and satisfaction with our services. Process consultation and client advocacy regarding customer-facing initiatives. Designed the internally facing client partnership program.

Customer Success Lead

• Oct 2018 - Jun 2021

Leading the customer success team by managing project workload, encouraging innovation and providing constructive feedback/guidance. Providing project management and develop assistance across various client facing and cross-departmental internal projects including launching new services, performing table top exercises, process development, reporting, centralized onboarding, and integrated software deployments. Assisted technical teams in developing and launching new services by mapping service scope, designing onboarding packages (marketing materials and technical onboarding procedures), drafting communication plans between the newly developed services and existing departments, creating reporting models and integrating new services into existing onboarding models.Facilitating communication between internal, cross-departmental teams and client staff to ensure that all points of action, client initiatives, and concerns are resolved to the satisfaction of the client. Executing daily customer support tasks including deployments, health checks and reporting. Identifying opportunities to improve service offerings and team efficiency based on consultation, KPIs, reporting and analytics. Created KPI tracking models for multiple departments.

Client Advocate and Information Security Analyst

• May 2015 - Oct 2018

Created and managed the customer success program including reporting, project management, on/off boarding models, client facing technical documentation and internal operational procedures documentation. Performed threat analysis and incident response using various MDR tools including Network and Log Intrusion Detection Systems (IDS), Endpoint Detection and Response (EDR), Vulnerability Assessment Scanning (VAS), Malware Analysis and open source intel gathering.

Registered Massage Therapist

• Nov 2014 - May 2015

Massage therapy assessments and treatment. Record keeping and medical legal reports. Direct billing with Blue Cross, Great West Life and Manulife. Massage therapy assessments and treatment. Record keeping and medical legal reports. Direct billing with Blue Cross, Great West Life and Manulife.

Registered Massage Therapist

• Jun 2009 - Nov 2014

Physical assessment, treatments and record keeping. Direct billing, insurance claims and medical legal reports.Preparing promotional material for media, website and promotional material. Physical assessment, treatments and record keeping. Direct billing, insurance claims and medical legal reports.Preparing promotional material for media, website and promotional material.