Experience

Leankor

• Canada
• Software Development
• 1 - 100 Employee

• Director of Customer Success - Voice of the Customer

  • Jan 2016 - Present

  • Lead a team of customer success managers in delivering exceptional service and support to a diverse portfolio of enterprise clients.• Collaborate with cross-functional teams, including sales, marketing, and product, to align customer success initiatives with overall company objectives.• Define and implement key performance indicators (KPIs) to measure the effectiveness of customer success efforts and drive continuous improvement.• Establish strong relationships with executive-level contacts at customer organizations, becoming a trusted advisor and strategic partner.• Provide leadership and mentorship to the customer success team, fostering a culture of collaboration, growth, and excellence.Key Contributions:• Managing enterprise class book of business including many companies on the fortune 500 list and directly managing CS operations for fortune 100 companies• Solely responsible for developing, managing, and optimizing CS operations for Customer Success Journey segments.• Taken on the role of Customer Champion internally to allow Customers a strong voice in product alignment, market focus and success initiatives.• Periodically work in all roles within the CS team to better understand how team members add value to their customer segments and what gaps need to be filled to make the team more successful for customers. Show less

• Marketing Manager

  • 2016 - 2016



Interverse Inc

• Canada
• Advertising Services
• 1 - 100 Employee

• Owner/Internet Marketing Consultant For Businesses and Individuals

  • Jan 2011 - Present

  • Established and launched Interverse Inc, a boutique consultancy specializing in providing strategic digital solutions to businesses across various industries. • Managed client relationships and served as the primary point of contact, ensuring clear communication, timely project delivery, and high levels of customer satisfaction. • Conducted in-depth client consultations to understand their specific goals, challenges, and requirements, and offered tailored internet consulting solutions to address their needs. Key Contributions: • Developed a comprehensive business plan, outlining the company's vision, mission, and service offerings. • Oversaw the financial aspects of the business, including budgeting, invoicing, and financial forecasting, to maintain profitability and support the company's growth. • Fostered a positive and collaborative work environment, hiring and managing a team of skilled professionals, conducting performance evaluations, and providing ongoing training and mentorship. Show less



Pure Energy Services Ltd

• Operations Team Lead

  • Sep 2007 - Apr 2011

  • Lead a team of infrastructure analysts and operations professionals, ensuring efficient and effective delivery of IT services across the organization. • Developed and implemented strategies for the management, maintenance, and enhancement of the company's infrastructure, including network, servers, storage, and virtualization platforms. • Managed vendor relationships and negotiated contracts for hardware, software, and services, ensuring cost-effective solutions. Key Contributions: • Conduct regular performance evaluations and provide feedback to team members, identifying areas for improvement and recognizing achievements. • Oversaw disaster recovery planning and testing, ensuring business continuity in the event of a system outage or data loss. • Coordinated and implemented the merging of two companies IT Systems and all related infrastructure, which doubled the effective size of the parent company. Show less



Essential Strategies for Computing Inc

• Company Owner

  • Jun 2004 - May 2007

  • Founded and established an IT consulting firm specializing in providing comprehensive technology solutions to businesses of all sizes and industries. • Led and participated in client engagements, conducting thorough assessments, analyzing business requirements, and designing tailored IT solutions. • Establish contracts with distributors for the procurement of hardware/software for internal use as well as for all client contracts. • Conducted thorough assessments of clients' existing IT infrastructure and identified areas for improvement. Key Contributions: • Built and led a highly skilled team of IT professionals, including project managers, software engineers, network administrators, and cybersecurity specialists. • Developed and implemented marketing strategies to promote the company's services and enhance brand visibility. • Assisted clients in selecting and implementing enterprise software solutions, including ERP, CRM, and collaboration tools. • Researched and implemented cost structure for contracts for website and network infrastructure clients that increased revenue by 40%. Show less



Bell

• United Kingdom
• Advertising Services
• 1 - 100 Employee

• IT Operations Manager

  • Jan 2000 - Jan 2005

  • Developed project plans, allocated resources, and tracked project progress to ensure successful and timely delivery. • Managed the execution of various IT projects, including network upgrades, system implementations, and cloud migration initiatives. • Liaison to external business units within the corporate structure for interconnectivity of infrastructure/systems and migrations into internal IT environment Key Contributions: • Implemented and maintained robust IT security measures, including firewalls, intrusion detection systems, and access controls. • Built and mentored a high-performing IT operations team, fostering a culture of collaboration, innovation, and continuous improvement. • Collaborated with cross-functional teams to establish service-level agreements (SLAs) and key performance indicators (KPIs) for IT services. Show less



Dasher Transportation LTD

• Systems/Network Administrator

  • Jan 1999 - Jan 2000

  Hired to reorganize IT infrastructure, solely managed Systems and Network Operations for a 45+ person organization including Technical Support, Internet/Intranet, Voice/Data Communication, Software Development, and mobile communications devices. Interfaced between CEO, Controller and programming consultants to develop proprietary in-house software. Established third party vendor relationships for procurement of computer hardware/software and interactive communications devices. Key Contributions: Designed and implemented software support solutions for aging non-Y2K compliant accounting and dispatch/ordering software without the loss of data or business systems. Provided comprehensive on-site support for local area network as well as maintenance of telephone system. Instrumental in the design, programming and implementation of a proprietary real time courier dispatching software that involved the use of new 2 way email/paging blackberry devices. Show less



Athabasca Airways Ltd

• Helicopter Engineer

  • Jan 1993 - Jan 1998

  That's right, I worked and played on Helicopters all day long for 5 years. Preformed engineering maintenance and troubleshooting on various helicopters/fixed wing aircraft. Head Loadmaster for all remote helicopter assignments. Oversaw inventory, purchasing, and refueling duties at the local Prince Albert Airport. Primary helicopter/fixed wing aircraft painter for entire airline fleet. That's right, I worked and played on Helicopters all day long for 5 years. Preformed engineering maintenance and troubleshooting on various helicopters/fixed wing aircraft. Head Loadmaster for all remote helicopter assignments. Oversaw inventory, purchasing, and refueling duties at the local Prince Albert Airport. Primary helicopter/fixed wing aircraft painter for entire airline fleet.