Resume
Experience
2024 - Present
Director, Client Success
Toronto ON
Overseeing $5M+ ARR for Major Accounts, ensuring the growth towards Exchange Solutions’ strategic direction of scalability on the SaaS platform product. Responsible for setting the direction, planning and budgeting within the Client Success business, identifying new revenue growth through renewals, account expansion or cross-sell opportunities
2022 - 2024
Director, Professional Services & Client Delivery
Toronto ON
Created and implemented go-to-market plans for customer success and product development, performing competitive analysis and identifying target audiences, establishing best practices and VoC metrics, while directing a large delivery team to create fan-facing hockey apps including the complete rebuild, re-architecture, and redesign of the Official NHL App, resulting in a 93% CSAT score
2021 - 2022
Director, Enterprise Client Account Management
Toronto, ON
Directed and implemented the end-to-end customer relationship lifecycle from prospecting and pre-sales through to implementation, post-sales and customer success support, achieving a 100% CSAT response rate and an average 95% CSAT score
2020 - 2021
Client Onboarding & Success Manager
Toronto, ON
Managed the secure onboarding, integration, and adoption of LSEG SaaS products distributing Reuters content, overseeing the provision and coordination of various service levels (self-serve, low touch, high touch), managing a portfolio of 100+ clients ranging from small to large financial institutions that included CI Financial, CIBC, Scotiabank, and TD, achieving a 100% client retention rate
2017 - 2019
Senior Business Architect
2017
Digital Strategy Consultant (contract)
2009 - 2016
Process & Change Manager
2008 - 2009
IT PCO Manager
2006 - 2008
New Product Introduction Manager
Areas of Expertise
Entrepreneurial Mindset
Go-to-Market Planning
Teamwork & Collaboration
Digital Analytics
Product Adoption
Client Account Management
Agile Delivery
Customer Onboarding & Training