Experience

• 

  SciLeads

  • United Kingdom
  • IT Services and IT Consulting
  • 1 - 100 Employee

  • Senior Customer Success Manager

    • Jun 2024 - Present

  • Customer Success Manager

    • May 2022 - Jun 2024

• 

  Nicoya

  • Canada
  • Biotechnology
  • 100 - 200 Employee

  • Development and Integration Manager - Customer Success

    • Oct 2021 - May 2022

    - Lead the development of new customer engagement programs and new product integration for the Customer Success team.- Customer Success Team Lead for Nicoya’s latest platform. Represent the voice of the customer for product development, lead new customer onboarding, and develop the team’s strategy to train and support new customers.Led the creation of in-depth user documentation for a new platform using a plain language approach.

  • Customer Success Manager

    • Mar 2020 - Sep 2021

    - Managed several hundred accounts, fostering positive customer relationships and increasing both customer utilization rates and consumable revenue- Developed and carried out a number of data-driven campaigns to increase engagement with cold customers- Launched and Managed an Inside Sales team.- Developed a number of other crucial processes for the Customer Success team as it scaled and grew.

  • Account Manager

    • Sep 2019 - Feb 2020

    - Helped transition the customer team to a proactive customer success model using an account-based approach.- Managed several hundred accounts, fostering positive customer relationships and increasing customer utilization rates

  • Sales Development Representative

    • Jan 2019 - Aug 2019

    - Educated and advocated OpenSPR platform to academic lifesciences researchers- Created new sales opportunities through a variety of targeted, outbound strategies

• 

  Wilfrid Laurier University

  • Canada
  • Higher Education
  • 700 & Above Employee

  • Research Assistant

    • May 2017 - Dec 2018

    - Executed organic reactions and purified products using a variety of laboratory techniques in hopes to synthesize a compound that is liquid crystalline- Designed new reactions and procedures through literature research using search tools such as SciFinder- Responsible for overseeing the work done by junior students in the research laboratory and advising on technique and safety considerations- Managed a team given the task of redoing inventory of the research laboratory

  • Instructional Assistant

    • Jan 2018 - Apr 2018

    - Oversaw second year organic chemistry teaching lab- Advised on lab technique and actively assessed safety concerns- Evaluated students’ lab skills and adherence to safety- Graded and assisted students with lab reports and assignments

• 

  Wescast Industries Inc.

  • Wingham, Ontario

  • Production Student

    • May 2015 - Sep 2016
    • Wingham, Ontario

    - Experience in a fast-paced factory environment pouring and transporting large amounts of molten iron to other workers on the production team- Effective time management skills used to ensure that iron was delivered efficiently and at a sufficient temperature to produce quality parts

• 

  Tim Hortons

  • Wingham, Ontario

  • Baker

    • May 2013 - May 2015
    • Wingham, Ontario

    - Effective time management skills used to work efficiently and keep baked goods stocked throughout the day under minimal supervision- Consistently strived to ensure customers were completely satisfied