Highlights:

Skills:Customer Success, Account Management, Saas, Project Management, Client Retention, Upselling, Client Relationship Management, Partner Success

Customer Success Manager 08/2023 - current
TopLeft Technologies, , Canada
My primary duties are: account management, client retention, onboarding, support, partnership management
Onboarded and trained 150+ MSP clients, ensuring seamless product adoption and increasing platform utilization. ? Led a cross-functional team of five, achieving a 25% improvement in client retention and satisfaction. ? Maintain a pipeline of renewals totaling more than $1M in Annual Recurring Revenue (ARR), ensuring consistent revenue retention and growth. ? Implemented proactive engagement strategies, reducing support tickets by 50% and improving customer advocacy. ? Collaborated with the sales team to maintain a 90% renewal rate and identify upsell opportunities, driving revenue growth. ? Manage partnerships by building strong relationships and nurturing mutual growth opportunities. ? Engage in sales activities with smaller accounts and self-sign-ups, expanding the customer base and contributing to revenue growth. ? Devised stakeholder mapping strategies, engaging C-suite executives to reduce churn and secure account expansions. ? Established feedback loops, leveraging client insights to enhance product features and functionality.--
Account Manager 01/2020 - 07/2023
Penny AI, , Canada
My primary duties were: account management, managing a team of 5 team members for customer support, special projects, client relationship management
Managed 200+ partner accounts, conducting weekly data analysis to proactively address client concerns and improve satisfaction by 35%. ? Spearheaded partner meetings, reducing issue resolution time by 40% through effective cross-functional collaboration. ? Provided leadership and training to a team of 10+ supervisors, boosting KPIs, CSAT, and first response time by 30%. ? Conducted audits of knowledge-base articles, decreasing support queries by 60% through improved content accuracy. ? Delivered successful product onboarding, migration initiatives, and user acceptance testing, increasing adoption rates by 50%. Senior--
Senior Onboarding Specialist 04/2017 - 01/2020
SkipTheDishes, , Canada
My primary duties were: managing partnerships, recruiting partners, onboarding, support.
?Onboarded and trained 200+ restaurant partners, driving a 20% increase in active partners within three major markets. ? Resolved complex customer inquiries, maintaining a 95% customer satisfaction rate. ? Implemented process improvements to enhance the onboarding experience and partner engagement.--
Sales Specialist 10/2016 - 04/2017
Best Buy, , Canada
My primary duties were: sales, customer service
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University of Manitoba 09/2016 - 10/2020
Winnipeg, Manitoba, Canada
Degree: Bachelor's Degree
Major:Marketing and Supply Chain Management
Bachelor of Commerce degree in Marketing and Supply Chain Management

Resume_2024 saas