Hayley-Chanel Johnson
Director of Customer Success at BrokerBay- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
Topline Score
Bio
Credentials
-
Certified Talk Master
Speaker LabsApr, 2019- Nov, 2024 -
AODA Customer Service Standard
Ryerson University -
Workplace Violence Prevention & Response
Ryerson University
Experience
-
BrokerBay
-
Canada
-
Software Development
-
1 - 100 Employee
-
Director of Customer Success
-
Feb 2021 - Present
Continuing my 4.5 year role in leading the CS function at the fastest growing showing management company in North America. Key milestones and focuses include:- Successfully guiding the strategic implementation of a 14M+ sales pipeline- Building, scaling and iterating on the onboarding & retention process for accounts of 5-20,000 seats- Leader of the CS Dept. prior to and throughout the company's current acquisition, charged with managing cross functional and cross-business relationships with stakeholders across both organizations- Overseeing 13 direct reports across the Support and Customer Success teams and responsible for owning full cycle recruitment + founding growth tracks for escalation hierarchy within each team *check out my Customer Success Manager role below to see my growth throughout the role and how the CS function has been scaled up. Show less
-
-
Customer Success Manager
-
Feb 2018 - Jan 2021
As the premiere hire at this rapidly growing startup, my role encompasses managing and transforming our Customer Success operation. While failures gift learning opportunities, it’s also important to celebrate our wins. I’ve kept a running list of my proudest accomplishments with BrokerBay below: - Built the client onboarding strategy from the ground up and scaled to 1000+ seat accounts- Grew the CS team, building out and managing the recruiting, interviewing and onboarding process- Spearheaded the development of a home grown analytics to produce Client Health Scores to identify and reactivate at-risk accounts - Produced interactive launch resources to provide a stellar pre-launch / training / post launch experience - Built Zendesk strategy including SLA’s, developing triggers and automations, and creating macros - Overhauled training processes by refocusing our client education strategy, producing on-demand tutorials and redistributing our knowledge sharing to ensure a successful onboarding Show less
-
-
-
Ryerson University
-
Canada
-
Higher Education
-
700 & Above Employee
-
Student Recruitment | Onboarding & Relationship Management
-
Sep 2014 - Apr 2017
This role allowed me to excel in public speaking skills and relationship management both internally and externally. During my time at Ryerson I trained over 21+ student ambassadors and set a record of hosting the most sessions of anyone in the role at 2000 hrs speaking to prospects. Key milestones include: - Training 21+ new Student Ambassadors - Over 2000 hours of presenting 2 hour long information sessions to prospective students (the most hours out of anyone in my role) - Annually re-designed new hire manuals and onboarding material - Designed marketing material based off of yearly stat growth - Sat in on faculty round table discussions as most senior member of the team - Greeted and toured international ambassadors on campus Show less
-
-
-
The Sustainable Economist
-
Toronto, Canada Area
-
Executive Assistant To Chief Executive Officer
-
Sep 2014 - Apr 2015
First hire at a startup out of the Centre for Social Innovation in the finance industry. Key milestones & skills included: - building and implementing client onboarding processes for 1to1 and 1 to many - fostering relationships with high value customer accounts - identifying key business risks to assist in effective prioritization in a high growth environment First hire at a startup out of the Centre for Social Innovation in the finance industry. Key milestones & skills included: - building and implementing client onboarding processes for 1to1 and 1 to many - fostering relationships with high value customer accounts - identifying key business risks to assist in effective prioritization in a high growth environment
-
-
Education
-
2013 - 2017
Ryerson University
Bachelor's degree, Environment and Urban Sustainability
Community
