Experience

Workato

• United States
• Software Development
• 700 & Above Employee

• Sr Customer Success Manager

  • Jul 2023 - Present

  Canada



CX at University of Richmond

• United States
• Education Administration Programs
• 1 - 100 Employee

• CX Advisory Board Member

  • Feb 2022 - Present



Salesforce

• United States
• Software Development
• 700 & Above Employee

• Director of Customer Success

  • Feb 2021 - Apr 2023

  Canada Focus on customer success for mid-size and Enterprise Accounts. Work closely with customers as a strategic partner to drive enablement, value realization, renewals, adoption and operational excellence. Key deliverable: measurable outcomes, solution optimization using industry best practices, simplification, maximize value and minimize risk.



Rogers Communications

• Canada
• Telecommunications
• 700 & Above Employee

• Director IT Enterprise Sales & Service Enablement

  • Sep 2017 - Feb 2021

  Greater Toronto Area Metropolitan Area • Leading multiple BSS platforms & Self-Serve channels across multiple products for Enterprise & SMB, including Development & Support. • Portfolio includes CPQ (Apttus & Vlocity), Salesforce (Sales & Services), Service Now, WalkMe, Copado, Billing platforms for wireline & IoT. • Key activities: Waterfall to Agile transformation, Solution Design, Architecture, business capabilities end state roadmap, program management, development, GTM, DevOps and production support. • P&L management &… Show more • Leading multiple BSS platforms & Self-Serve channels across multiple products for Enterprise & SMB, including Development & Support. • Portfolio includes CPQ (Apttus & Vlocity), Salesforce (Sales & Services), Service Now, WalkMe, Copado, Billing platforms for wireline & IoT. • Key activities: Waterfall to Agile transformation, Solution Design, Architecture, business capabilities end state roadmap, program management, development, GTM, DevOps and production support. • P&L management & Capital budget of $22M.

• Director Billing platforms and Revenue Management

  • Mar 2016 - Sep 2017

  Greater Toronto Area Metropolitan Area • Managing Delivery for multiple BSS platforms, Zuora Billing, Pricing, PCI, Credit Scoring, MFT. • Implement P&L efficiencies, built governance for Vendor Management, Business Analysis, Planning & Delivery KPI/SLA.



Rogers Sports & Media

• Canada
• Media Production
• 700 & Above Employee

• Director - IT Media Platforms

  • Sep 2012 - Mar 2016

  Greater Toronto Area Metropolitan Area • Accountable for transformational programs and operations for Rogers Publishing, Texture, TV, Radio and Toronto Blue Jays. • Successful implementation of Salesforce for advertising, Zuora Billing, Self Serve subscription Apps & POC system. • Leading a team responsible for projects and support of cross MEDIA portfolios: Publishing, Texture, corporate, Toronto Blue Jays, TV, Radio & Broadcast (support role in The Shopping Channel projects). • Led Salesforce implementation for Sales… Show more • Accountable for transformational programs and operations for Rogers Publishing, Texture, TV, Radio and Toronto Blue Jays. • Successful implementation of Salesforce for advertising, Zuora Billing, Self Serve subscription Apps & POC system. • Leading a team responsible for projects and support of cross MEDIA portfolios: Publishing, Texture, corporate, Toronto Blue Jays, TV, Radio & Broadcast (support role in The Shopping Channel projects). • Led Salesforce implementation for Sales advertisement, Salesforce service Cloud & Zuora Billing for new Apps NHL GameCentreLive & Texture. • P&L management, $408K cost savings in 2015. • Improve employee engagement by 350%. Show less



Rogers Communications

• Canada
• Telecommunications
• 700 & Above Employee

• Sr Engagement Manager

  • Sep 2008 - Sep 2012

  Greater Toronto Area Metropolitan Area • Accountable for E2E delivery for Wireless B2C and Wholesale, multiple products. • Includes all brands – Rogers, Fido & Chatr. • Provided quotes , schedule and high level solution to business for budget approval. • Accountable for $15.5M capex budget. • Managed 4 out of Top 10 wireless projects.

• Delivery Manager

  • Sep 2006 - Sep 2008

  Greater Toronto Area Metropolitan Area • End to End responsibility of new software releases and IT projects from requirements to delivery to production. • Act as a Project manager for various wireless projects. • Management of multiple software development cycles for Wireless Usage, Roaming and Fraud and special projects.



Amdocs

• United States
• Software Development
• 700 & Above Employee

• Billing Manager

  • Feb 2004 - Jul 2006

  Champaign, Illinois, United States • Manage End to End operations, Bill runs and controls of multiple Amdocs BSS platforms for Sprint-Nextel, Nextel Partners , AT&T and Cingular. • Manage CRM implementation project. • Enhance group’s work procedures and processes.

• Data Center Manager

  • Oct 2002 - Feb 2004

  Champaign, Illinois, United States • Held accountable for overseeing all systems performance (DBA, Unix Admin, Infra & WebOps) at the outsourcing control room for Sprint and AT&T. • Management & Escalation of all incidents & new release deployments. • Held accountable for overseeing all systems performance at the control room.

• Senior Business Systems Analyst

  • Feb 2000 - Sep 2002

  Champaign, Illinois, United States * Part of the professional services team. Built an implementation plan for Billing conversion & Usage testing. * Support Implementation Director in Pre-Sale cycle as needed. * Identify and analyze complex issues as well as modify work methods & processes. * Billing Readiness – Preparation & Trending for Bill Run including Usage Balancing & Error Management.