Experience

Convictional
• Canada
• Software Development
• 1 - 100 Employee
• Head of Customer Success

  • Jun 2022 - Present


Shopify

• Canada
• Software Development
• 700 & Above Employee

• Senior Lead Developer Support and Solutions (Developer Solutions, API Support, Partner Support)

  • May 2021 - Jun 2022

  - Led the Developer Solutions Org - across 4 global functions: Developer Solutions, API Support, Partner - Successfully designed and launched the API Support team focused on meeting thirdparty developer and partner needs.- Worked cross functionally to identify stakeholder objectives, build strong partnerships,and align delivery roadmaps.- Grew the Partner Support team to meet global needs focused on the support, growth, enablement and success of our partner ecosystem.- Successfully launched a KM strategy focused on supporting developer product releasesand enabling our audiences through self-serve content.- Owned performance management, impact assessments, people development, and delivery of high-impact outcomes through direct reports and their teams.- Continually leveraged service experimentation insights and data to design, deliver andimprove service delivery and deepen existing relationships with stakeholders.- Led cross functional projects; coaching and mentoring direct reports in strategic thinking and decision making to deliver high-impact projects and initiatives.- Owned deliverables for the teams as they pertain to Shopify’s mission, from strategy toexecution. Show less

• Developer Support Lead

  • May 2019 - May 2021

  - Leveraged deep understanding of our partner, developer and merchant needs to designand deliver meaningful Developer Support services focused on creating value andretention for our largest merchants and their partner ecosystem.- Continuously explored and experimented with new services and opportunities.- Identified and removed developer experience roadblocks, improved workflows and maintained operational efficiency through KPI's and OKR's.



Shopify Plus

• Technology, Information and Internet
• 100 - 200 Employee

• Solutions Engineer

  • Aug 2018 - Apr 2019

  - Analyzed business requirements, designed solutions, developed resource estimates, and provided input to sales team. - Worked closely with the application, development, and support teams to define the best technical solutions following best practices and guiding principles. - Prepared presentations and product demonstrations, including development and implementation of proof of concepts, webinars, etc.

• Launch Architect

  • Oct 2017 - Aug 2018

  - Worked with high growth highly complex merchants to help them meet their launch goals and timelines.- Helped merchants understand how to build out their existing technical workflows and business use-cases on Shopify Plus. - Worked with development teams to troubleshoot API errors and development roadblocks.- Advised on best practices for data migration, 3rd party software integrations, development and design.

• Launch Engineer

  • Mar 2016 - Oct 2017

  - Built, designed and tracked integration scopes and timelines, ensured visibility to the client and set project expectations of 100+ enterprise level businesses.- Managed all aspects of new client launches to deliver a quality and timely product.- Used problem-solving abilities to create technical solutions for enterprise level requirements.- Managed and monitored performance of cross-functional teams (Sales, Engineering, External Vendors).



Prism Brush Bar

• Founder

  • Nov 2015 - Apr 2018

  Responsible for all operational, marketing and product development duties. Responsible for all operational, marketing and product development duties.



Freelance

• Egypt
• Human Resources
• 1 - 100 Employee

• Digital Marketer + Graphic Designer

  • Aug 2015 - May 2016

  - Provided clients with the skills, creativity and determination necessary for bringing their ideas to life. - Speciality in the area of e-commerce and digital design. - Helped create bespoke e-commerce experiences, landing pages, promotional campaigns, e-books, look-books and product catalogues. - Provided clients with the skills, creativity and determination necessary for bringing their ideas to life. - Speciality in the area of e-commerce and digital design. - Helped create bespoke e-commerce experiences, landing pages, promotional campaigns, e-books, look-books and product catalogues.



Tiny Devotions

• Retail
• 1 - 100 Employee

• Marketing and Digital Media Coordinator

  • Aug 2014 - Jul 2015

  - Responsible for creating effective, creative, and on brand content initiatives across all social media channels. - Successfully strategized and executed 30K+ growth across all social media channels. - Leveraged social media networks to support new products, collaborations, campaigns and initiatives. - Created effective brand filter packages, media kits, and social media schedules. - Successfully launched 100+ products in Q2. Product launch procedures included product photography + editing, naming product and writing copy, uploading product to shop via Shopify + WordPress, maximizing website SEO, building trackable URL links for each launch, creating product marketing material and promoting across all social media channels. - Managed, curated and contributed to the brand’s blog (WordPress). - Created original content for weekly customer newsletters as well as monthly client newsletters (MailChimp). Successfully assisted in growing the newsletter subscriber list by 4K+. - Tracked weekly analytics to help strategize and meet growth goals. - Sourced blogger and influencer collaboration leads through social media channels. - Responsible for organizing, managing, and social media advertising of all company events. - Created on brand and engaging web content (graphics, video + photos) to support the brand’s website re-launch. - Continually created both print and online promotional material (catalogues, packaging, business cards, posters, e-books etc.) Show less



Randstad Engineering

• Staffing and Recruiting
• 1 - 100 Employee

• Intern

  • Apr 2013 - Sep 2013

  - Helped create business development initiatives. - Engaged in planning and attended events such as job fairs. - Performed all clerical duties as necessary. - Helped create business development initiatives. - Engaged in planning and attended events such as job fairs. - Performed all clerical duties as necessary.



the shOws

• United Kingdom
• Entertainment Providers

• Intern

  • Feb 2013 - Feb 2013

  - Responsibilities included working directly with the public relations team and designers to ensure coordination and itinerary of every event was a success. - Responsibilities included working directly with the public relations team and designers to ensure coordination and itinerary of every event was a success.