Experience

Alida

• Canada
• Software Development
• 200 - 300 Employee

• Enterprise Customer Success Manager

  • Apr 2023 - Present

  Vancouver, British Columbia, Canada - Serve as a strategic advisor to our global enterprise customers, aligning our TXM solution with their business objectives for maximized outcomes. - Accountable for the overall health, retention, and engagement of assigned Alida enterprise customers, with a focus on product adoption. Key responsibilities include conducting quarterly business reviews, formulating long-term success plans, setting and evaluating performance milestones, and maintaining a best-in-class customer experience.



Trulioo

• Canada
• IT Services and IT Consulting
• 200 - 300 Employee

• Enterprise Customer Success Manager

  • Aug 2021 - Oct 2022

  Vancouver, British Columbia, Canada - Create and develop strategic relationships by becoming a trusted advisor with our F500 - F1000 enterprise customers through focusing on customer outcomes and driving business value from Trulioo's solution offerings - Work closely with our expansion sales team to grow Trulioo’s footprint across our customer’s global KYC programs - Be a role model for scale CSM team members and provide mentorship to identify process improvement opportunities and help apply CS best practices



Hootsuite

• Canada
• Software Development
• 700 & Above Employee

• Enterprise Customer Success Manager

  • Mar 2020 - Aug 2021

  Vancouver, British Columbia, Canada - Strategic Advisor to our F1000 Enterprise customers with a deep understanding of each assigned customer’s business and goals with a focus on how social media drives business value and ROI - Actively managing the customer relationship and the lifetime value of clients across a large & diverse assigned customer base - Partner with regional and global Enterprise Sales and Customer success teams both pre and post-sales to create and execute account retention and expansion plans for each… Show more - Strategic Advisor to our F1000 Enterprise customers with a deep understanding of each assigned customer’s business and goals with a focus on how social media drives business value and ROI - Actively managing the customer relationship and the lifetime value of clients across a large & diverse assigned customer base - Partner with regional and global Enterprise Sales and Customer success teams both pre and post-sales to create and execute account retention and expansion plans for each assigned customer - Q3 2020 GRR: 97.78% NRR: 109.54% - Q4 2020 GRR: 93.38% NRR: 104.82%

• Scale Customer Success Manager

  • Jul 2018 - Mar 2020

  Vancouver, Canada Area - Develop clear communication and guide our Mid Market customers on their social journey as a trusted advisor - Oversees the initial launch and owns the ongoing adoption & renewal of Hootsuite Enterprise and other products across multiple organizations - Develops a thorough understanding of assigned client’s industry trends, best practices and business goals - Identifies risk, upsell/expansion opportunities and works with internal & external stakeholders to present solutions - Q4… Show more - Develop clear communication and guide our Mid Market customers on their social journey as a trusted advisor - Oversees the initial launch and owns the ongoing adoption & renewal of Hootsuite Enterprise and other products across multiple organizations - Develops a thorough understanding of assigned client’s industry trends, best practices and business goals - Identifies risk, upsell/expansion opportunities and works with internal & external stakeholders to present solutions - Q4 2018 GRR: 100.00% NRR: 116.03% - Q1 2019 GRR: 83.51% NRR: 84.95% - Q2 2019 GRR: 85.67% NRR: 106.95% - Q3 2019 GRR: 82.01% NRR: 105.02% - Q4 2019 GRR: 86.94% NRR: 107.22% - Q1 2020 GRR: 88.56% NRR: 103.71%



Go99™

• Canada
• Truck Transportation

• Account Manager

  • Feb 2017 - Jun 2018

  Vancouver, Canada Area - Front-line point of contact managing a user-base of over 3000 Shippers, Asset Based Carriers and Professional Owner-Operators - Oversees daily onboarding & operations of new accounts/payment processing/tech support to optimize customer success & retention levels - Continuously refine our internal business processes that drive efficiency & scalability - Plays an integral role in the development & implementation of key features on our IPhone/Android App & Online Freight Marketplace



C.H. Robinson

• United States
• Transportation, Logistics, Supply Chain and Storage
• 700 & Above Employee

• Capacity Buyer

  • Sep 2015 - Feb 2017

  Vancouver, Canada Area - Responsible for portfolio management including: pricing, quoting and problem resolution - Execute business negotiations with carrier companies while prospecting and qualifying freight forwarding opportunites - Develop capacity solutions in order to effectively support a customer's go-to-market strategy - Maintain and grow relationships with carrier accounts including conducting account reviews and identifying opportunities for additional collaboration with an end goal of long-term… Show more - Responsible for portfolio management including: pricing, quoting and problem resolution - Execute business negotiations with carrier companies while prospecting and qualifying freight forwarding opportunites - Develop capacity solutions in order to effectively support a customer's go-to-market strategy - Maintain and grow relationships with carrier accounts including conducting account reviews and identifying opportunities for additional collaboration with an end goal of long-term, repeat business - Master market trends and seasonality Show less



PuSh International Performing Arts Festival

• Canada
• Performing Arts
• 1 - 100 Employee

• Business Consultant

  • Mar 2014 - May 2014

  Vancouver, Canada Area - Created a comprehensive index and strategic profile of corporate entities in Vancouver that aligns well with their vision as a non-profit organization



Ferguson Moving and Storage

• Canada
• Freight and Package Transportation
• 1 - 100 Employee

• Crew Leader

  • Jan 2010 - May 2013

  North Vancouver, Canada - Daily coordination and planning of cargo logistics to maximize employee efficiency. - On-site Management; overlooking residential, and commercial moves (2-15 movers).



Backpacked throughout Europe

• Education/Travel

  • May 2012 - Aug 2012

  - Visited France, Belgium, Spain, Italy, Croatia, Greece and The Netherlands. - Experienced many different traditions and cultural ways of life.



Nicolum Projects LTD

• Carpenters Helper

  • Mar 2008 - Nov 2009

  Vancouver, Canada Area - Performed general skilled construction duties on high-end housing in West Vancouver, North Vancouver, Shaughnessy, and Kitsilano.



City of North Vancouver

• Canada
• Government Administration
• 100 - 200 Employee

• Park Maintenance

  • Sep 2008 - Dec 2008

  North Vancouver, Canada - Level 2 Labourer within Parks Department. - Park development and trucking logistics.