Experience

Sensei Labs

• Canada
• Software Development
• 1 - 100 Employee

• Senior Customer Success Coach

  • Dec 2022 - Present

  Transformation is more than people, processes and technology. It is an enabler for doing better and being better. Our customers use Conductor to make better happen. www.senseilabs.com/conductor/ Transformation is more than people, processes and technology. It is an enabler for doing better and being better. Our customers use Conductor to make better happen. www.senseilabs.com/conductor/



Tyler Technologies

• United States
• Software Development
• 700 & Above Employee

• Director of Customer Success

  • Dec 2018 - Jul 2022

  Successfully launched Data Collect Mobile into the US market. Providing Government and Law Enforcement with a SaaS mobile-first solution to replace paper citations, complete notes, checklists and forms while consolidating devices to collect and manage digital evidence. Achievements: •Grew the business each year from installed customer references, new sales and upselling more subscriptions. •Attained 97% customer retention post-acquisition integration by strengthening communication during the process, meeting clients' expectations, and making the transition into Tyler seamless to the clients' experience. •Executed a smooth transition from ChurnZero to Totango, SalesForce to MS Dynamics and Zendesk to MS Dynamics as part of the post-acquisition integration. •Expanded annual account plans from 30 to 50 strategic clients focused on data-driven insights and measurable objectives that improved CSAT scores and provided converted upsells. •Presented software solution to assist Sales and to optimize communication gap and workplace relationships, leading to 20% sales growth from existing installed customers. •Managed a team of people working on multiple projects aimed at expansion, growth, and customer engagement. •Developed an account activation process to lead all divisional product deployments, raising customer sentiment pre-adoption and increasing NPS by +40%. •Reduced user detractors by 50% by planning and orchestrating training for new customer success managers. •Launched strategic initiatives focused on raising customer utilization and fostering positive customer sentiment, raising scores in all measured objectives. •Collaborated with colleagues in Engineering, Marketing and Sales to increase new customer accounts in new market segments. •Coached and empowered customer success managers, increasing trust and confidence to deliver on expectations throughout the organization. Show less



SceneDoc (acquired by Tyler Technologies)

• Canada
• Public Safety

• • Apr 2017 - Dec 2018

  Acquired by Tyler Technologies - NYSE (TYL)Built an integrated customer success, marketing and sales-focused operation from the ground up that won its first customer and blossomed into a predicable growth model servicing tier 3 law enforcement agencies. Achievements:•Introduced annual account plans to 30 strategic clients focused on data-driven insights and measurable objectives that improved CSAT scores and provided converted upsells.•200% YOY sales growth before being acquired by Tyler Technologies, the largest US provider of government software solutions. •Directed and trained a high-functioning team of eight members in sales and customer success focused on creating sustainable predictable MRR.•Built a customer activation and adoption model to increase usage and foster positive sentiment; 90% daily usage, 50% references.•Spearheaded pricing restructure and implemented tiered pricing which increased average sales by 30%.•Introduced lean and value stream mapping to enhance the activation process and product stickiness. Show less

• • Sep 2016 - Apr 2017

  Achievements:•Managed a portfolio of strategic clients in new market segments•Created project implementation plans, value stream process maps, created digital assets to activate new clients•Provide expert advice to clients on how to best use the software, raising CSAT scores and reducing churn.



State Street

• United States
• Financial Services
• 700 & Above Employee

• • Apr 2014 - Mar 2016

  Designed and led a global corporate innovation program for alternative investments aimed at discovering new revenue and operational effectiveness to support business growth. Achievements:•The program adopted in other parts of the organization with the same effectiveness. •Developed and executed a Revenue Acceleration Model to fast-track ideas and strategy; 100 million in new revenue. •Continually developed internal relationships to foster active collaboration and support execution effectiveness. Show less

• • Jan 2010 - Mar 2014

  Created and launched a Change Management team of 15 people to develop and implement business transformation initiatives across the business functions.Achievements:•Reached annual cost reduction targets of more than 10 million while supporting the division’s organic business growth. •Expanded the team’s focus to include CAO responsibilities; KPI reporting, budget reporting, requisition management, risk reporting and self-auditing and managing the department’s internal audit. 2012 - Received the annual North American Chairman's award presented to one employee annually for exceptional community volunteerism during one's life. Show less

• • Jan 2008 - Jan 2010

  Led a team of 50 employees, servicing 45 clients and over 400 financial statements produced annually. Achievements:•Transformed the operating process; 75% reduction of overtime and 50% reduction of staffing while increasing the number of financials prepared by 50%. •Client satisfaction improved because of no client losses, no overruns, and improved audit firm relationships.•Developed strong audit firm relations through active engagement and delivering on expectations. •Hosted community volunteer activities partnering with PwC aimed at further developing a stronger working relationship. Show less

• • 1998 - 2008

  Assistant Vice President, Financial ReportingOfficer, Investment Accounting & Financial Reporting Manager, Investment AccountingSenior Investment AccountantInvestment Accountant