Marie Yatco
Senior Director, Customer Experience at Procurify- Claim this Profile
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Bio
Christy Ransom
Marie did an amazing job at managing the Vancouver team of CSMs single-handedly (which not long before was managed by 4 Directors) and managed her team through major change in our executive team, product direction, and service level expectations. Always willing to stop what she was doing to help a colleague, Marie is approachable, collaborative and dedicated to her team and co-workers' success. Marie was also a trusted colleague that I could bounce ideas off and have a conversation without expectations or ego, which was really helpful in times of business transformation. I hope I get the opportunity to work with Marie again!
Karen Eisen
Marie has a special blend of business acumen and heart. Her patience, approachable manner and sense of humour make her a respected leader. Marie's intuition and ability to relate to others means she always has her finger on the pulse of both her team and her customers. She is a gifted communicator, has a strong work ethic and shows dedication to everything she does - a great combo.
Christy Ransom
Marie did an amazing job at managing the Vancouver team of CSMs single-handedly (which not long before was managed by 4 Directors) and managed her team through major change in our executive team, product direction, and service level expectations. Always willing to stop what she was doing to help a colleague, Marie is approachable, collaborative and dedicated to her team and co-workers' success. Marie was also a trusted colleague that I could bounce ideas off and have a conversation without expectations or ego, which was really helpful in times of business transformation. I hope I get the opportunity to work with Marie again!
Karen Eisen
Marie has a special blend of business acumen and heart. Her patience, approachable manner and sense of humour make her a respected leader. Marie's intuition and ability to relate to others means she always has her finger on the pulse of both her team and her customers. She is a gifted communicator, has a strong work ethic and shows dedication to everything she does - a great combo.
Christy Ransom
Marie did an amazing job at managing the Vancouver team of CSMs single-handedly (which not long before was managed by 4 Directors) and managed her team through major change in our executive team, product direction, and service level expectations. Always willing to stop what she was doing to help a colleague, Marie is approachable, collaborative and dedicated to her team and co-workers' success. Marie was also a trusted colleague that I could bounce ideas off and have a conversation without expectations or ego, which was really helpful in times of business transformation. I hope I get the opportunity to work with Marie again!
Karen Eisen
Marie has a special blend of business acumen and heart. Her patience, approachable manner and sense of humour make her a respected leader. Marie's intuition and ability to relate to others means she always has her finger on the pulse of both her team and her customers. She is a gifted communicator, has a strong work ethic and shows dedication to everything she does - a great combo.
Christy Ransom
Marie did an amazing job at managing the Vancouver team of CSMs single-handedly (which not long before was managed by 4 Directors) and managed her team through major change in our executive team, product direction, and service level expectations. Always willing to stop what she was doing to help a colleague, Marie is approachable, collaborative and dedicated to her team and co-workers' success. Marie was also a trusted colleague that I could bounce ideas off and have a conversation without expectations or ego, which was really helpful in times of business transformation. I hope I get the opportunity to work with Marie again!
Karen Eisen
Marie has a special blend of business acumen and heart. Her patience, approachable manner and sense of humour make her a respected leader. Marie's intuition and ability to relate to others means she always has her finger on the pulse of both her team and her customers. She is a gifted communicator, has a strong work ethic and shows dedication to everything she does - a great combo.
Experience
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Procurify
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Canada
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Software Development
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100 - 200 Employee
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Senior Director, Customer Experience
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Dec 2021 - Present
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MediaValet Inc.
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United States
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Software Development
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Head of Customer Success
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Feb 2020 - Dec 2021
MediaValet™ is the world's first 100% cloud-based digital asset management system (DAMS). It was built from the ground up to leverage the unique features of Microsoft's platform-as-a-service (PaaS) Azure cloud, including hyper scalability, unmatched security, and the world's largest cloud footprint (24 global Azure data centres and counting). These features enable MediaValet™ to meet the needs of any company, private or public, large or small, no matter where they're located or how many media assets they have.- Reporting directly to the CEO, I lead all customer-facing strategy, process and insights to ensure we deliver consistent, responsive and delightful experiences for our 300+ customers around the world. - Responsible for building and overseeing multiple teams under the same umbrella including Customer Success, Technical Support, Implementation & Onboarding and Library Services. Doubled the CS team in one year. - Key collaborator among the leadership team and work very closely with Sales, Product, Partners, and Marketing to create strong customer-first strategy across the business. - Executive sponsor and point of escalation for all customers.- Built foundational processes across all CS teams that scaled with 100% growth of the team.
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Vision Critical
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Canada
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Software Development
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1 - 100 Employee
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Director, Customer Success
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Sep 2014 - Feb 2020
Vision Critical provides a cloud-based customer intelligence platform that allows companies to build engaged, secure communities of customers they can use continuously, across the enterprise, for ongoing, real-time feedback and insight. Designed for today’s always-on, social and mobile savvy customer, Vision Critical’s technology helps large, customer-centric enterprises discover what their customers want so they can deliver what they need. Unlike traditional customer research, which is slow, expensive and gathers dust on a shelf, Vision Critical’s customer intelligence platform replaces static data and cumbersome reports with real-time actionable customer intelligence that companies need to build better products, deliver better services and achieve better business outcomes.- Manage a team of nine Customer Success Managers and Senior Managers, who are responsible for accounts across all industries including retail, energy, CPG, health, finance and entertainment- Grow the Customer Success team as necessary by helping to select team members with the right attitude and work ethic to ensure a fit for the company - Responsible for prevention of churn and account growth - Ensure success of direct team by giving them the support, knowledge, tools and coaching so that they are successful in all aspects of client management including cultivating strong client relationships- Showcase capabilities of all aspects of insight community management including delivering presentations to clients’ internal stakeholders - Work closely with the Senior Vice President of Customer Success to collaborate on team structure, client strategies, new insight community set-ups, resourcing, at-risk or retention strategies and expansion sales
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Senior Manager, Customer Success
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Feb 2014 - Sep 2014
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Senior Account Manager
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May 2012 - Feb 2014
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Account Manager
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May 2010 - May 2012
Vision Critical pairs the world’s leading market research specialists with the most innovative software developers, marrying the speed and power of on-line technology with the precision of market research. Serving over 600 global brands through offices across North America, Europe, Australia and our Global Partner program, Vision Critical creates powerful software and research solutions like Sparq™, the world’s leading community panel platform.
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Brand Coordinator
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Oct 2008 - May 2010
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DDB
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United States
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Advertising Services
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700 & Above Employee
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Account Services Intern - Brand Integrity Group
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Jun 2008 - Aug 2008
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Education
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British Columbia Institute of Technology
Marketing Management Certificate in Public Relations -
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The University of British Columbia
Bachelor of Arts, English Literature and Political Science
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