Senior Customer Success Manager

• Nov 2022 - Present

Customer Success Executive (Enterprise)

• May 2019 - Nov 2022

Responsible for complementing Okta’s innovations, best practices and capabilities with our valued customers’ business objectives and priorities to drive higher business value, adoption, and success. 1st CSM for Okta in Canada • Serve as the primary point of contact for customers after implementation • Act as the voice of the customer into Okta and drive continue improvement across all areas including product. • Collaborate with Sales and Pre-Sales teams to provide a strong customer-focused sales, orientation, and kick-off engagement process. • Support and manage subscription renewal pipeline and maintain cognizance’s of customer health in order to proactively eliminate barriers to adoption and value realization. • Monitor and identify product utilization trends, providing feedback to internal Okta cross- functional teams to support continuous improvement, allowing ways to improve support to customers use cases and corporate identity strategies. • Develop a deep, trusting relationship with customers key personal and larger teams to seek and develop up-sell/cross-sell opportunities. • Coordinate and conduct meetings between customers and Okta cross-functional teams to solve problems ad advance customer adoption, ensure post-meeting follow-ups and action-items completion. • Communicate with implementation Partners supporting Okta customers and seek opportunities to improve outcomes and relationships in the context of cusotmer adoption • Plan Education for customers on new features and releases. Show less

Customer Success Account Manager

• Sep 2012 - May 2019

Managing Services relationships and playing a pivotal role in ensuring that Organizations investments in Microsoft is considered and viewed as a key technology partner in the successful operation of their business and help position Microsoft solutions when decisions are made by customers for future needs. As part of the Microsoft Services Organization, daily engagements with our customers to help them achieve more with Microsoft technology. By partnering with multiple stakeholders to help remove any blockers, and help enable their journey to digital transformation. Show less

District Customer Service Manager

• Jul 2011 - Sep 2012

Reported to Director of Customer Services. Canada and managed a team of 4 Account Engineers and 6 Field Engineers involved in delivering customer service operations for Western Canada Managed a Install base of 2000 customers from Level 1 to Level 4 accounts. Proactive Service Management by working on service advisories, Escalation Management, Implementations, Upgrades for customer People Management and Reviewed their performance appraisals. Training. Managed Authorized Service Providers (ASP) for delivery of services while ensuring technical and operational readiness.Reviewed and managed the operational/financial metrics for the district and worked with the extended team on meeting the metrics. Met the quarterly goals by 100% for each quarter Managed projects with professional services team for Installs/Upgrades by working on customer timelines and managing risk by planning and deployment following EMC Project Management Principles. Collaborated with sales and the technical team on escalations to resolve customer issues and increase sales in accounts. Achieved consistent rating of Customer Satisfaction rating of 95% CSAT score for the assigned Service Area. Show less

Regional Area Customer Success Director

• Jun 2008 - Jun 2011

Field support operations managing over 45 employees with 5 direct reports across SADC (Southern African Developing Countries) . I also had client facing accountability on behalf of 73 Field Engineers from our Service Partner and 11 Service Account Managers.We supported SADC enterprise customers across verticals such as financial, telecom, government agencies, health care, manufacturing, pharmaceutical, education, energy, retail and service providers. Supported Services Leadership Team to consistently exceed our business goals. provided leadership with problem resolution, re-occurrence prevention and customer communication resulting in client retention. Together we worked with our country wide sales team to mitigate risk to our Customer’s operation. Those contributions helped grow revenues 16% year over year in excess of $400M Show less

Service Delivery Manager

• Apr 2005 - May 2008

Managing Services relationships and playing a pivotal role in ensuring that Organizations investments in Microsoft is considered and viewed as a key technology partner in the successful operation of their business and help position Microsoft solutions when decisions are made by customers for future needs. As part of the Microsoft Services Organization, daily engagements with our customers to help them achieve more with Microsoft technology. By partnering with multiple stakeholders to help remove any blockers, and help enable their journey to digital transformation. Show less

ITIL Consultant (Problem Manager)

• Jan 2004 - Mar 2005

• Own, develop and maintain the Problem Management processes and procedures. • Ensure that continuous improvement initiatives are embarked upon, ensuring that the Problem management processes are supported and in turn support other service support and service delivery processes to promote communication and the flow of information. • Determine staffing requirements, Interview and appoint new staff, Ensure that new staff members are inducted and trained in both process and technology. • Evaluate staff performance, Allocating resources to specific staffing requirements, Ensure staff members are equipped with the necessary infrastructure to perform their duties, also develop career plans for staff members, Approve leave and other requests from staff members. • Establish and Problem management information and documentation standards • Ensure the development of Problem and error control systems, maintenance and administration of the information’s systems, also the use of information in the Problem and error control processes. • Oversee security management policies are designed and enforced to protect the integrity and availability of Problem and error data. • Prepare departmental budget. Monitor budgetary expenditure. Optimise the cost of problem management to the company, Monitor the financial impact of Problems and Major incidents on the company Show less

Senior Technical Support Engineer

• 1997 - 1999