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BoastCustomer Success Manager (Mid-Market)
Jun. 2023CanadaBoast helps companies easily capture more of their eligible R&D tax credits with its scalable, intelligent software and expert services. 1,000s companies leverage Boast AI software to get larger returns, faster, with less work. Client Engagement and Growth:
➣Transitioned to managing Mid-Market accounts, overseeing a larger portfolio of clients with higher revenue potential.
➣Implemented strategies to deepen relationships with Mid-Market clients and drive expansion opportunities. Strategic Consultation:
➣Provided strategic guidance and consultation to Mid-Market clients on how to maximize their R&D tax credits and leverage Boast's software effectively.
➣Collaborated with clients to develop customized solutions tailored to their specific needs and objectives. Sales and Upselling:
➣Identified opportunities for upselling additional services or features to Mid-Market clients to increase revenue and enhance their experience.
➣Developed and executed upselling strategies to drive incremental sales within existing Mid-Market accounts. Renewals and Retention:
➣Managed the renewal process for Mid-Market accounts, ensuring a high renewal rate and driving customer retention.
➣Proactively engaged with clients to address any concerns or issues, mitigating churn risk and fostering long-term relationships. Team Collaboration and Leadership:
➣Worked collaboratively with internal teams, including sales, product, and support, to ensure alignment on client needs and objectives.
➣Provided mentorship and support to junior team members, sharing insights and best practices for managing Mid-Market accounts effectively.
BoastCustomer Success Manager (SMB)
Jun. 2022Client Relationship Management:
➣ Cultivated and nurtured relationships with SMB clients to ensure their success and satisfaction with Boast's services.
➣ Acted as the primary point of contact for clients, addressing inquiries, and concerns, and providing proactive support. Strategic Account Planning:
➣Developed and executed strategic account plans for SMB clients to maximize their utilization of Boast's software and services.
➣Identified opportunities for upselling and expansion within existing SMB accounts. Training and Onboarding:
➣Conducted personalized training sessions and onboarding processes for SMB clients to ensure they were equipped to effectively utilize Boast's software.
➣Provided ongoing support and guidance to clients to optimize their experience and outcomes.
Canada Revenue Agency - Agence du revenu du CanadaOperational Compliance Manager
Jun. 2021 - Jun. 2022Calgary, Alberta, CanadaThe Canada Revenue Agency is the revenue service of the Canadian federal government, and most provincial and territorial governments. The CRA collects taxes, administers tax law and policy, and delivers benefit programs and tax credits. Achievements:
➣ Achieved a high compliance rate among clients through regular monitoring and prompt resolution of non-compliance issues.
➣ Delivered customized consultative support to 200+ clients, driving customer satisfaction scores up while reducing churn.
➣ Identified over 100 compliance risks in a variety of industries, resulting in mitigation strategies that improved overall regulatory compliance.
Canada Revenue Agency - Agence du revenu du CanadaRegional Account Manager
Sep. 2016 - Jun. 2021Calgary, Alberta, CanadaAchievements:
➣ Negotiated and secured payment arrangements for 100+ corporations
➣ Proposed and analyzed monthly financial data, exceeding department delinquency goals and positively impacting overall delinquency, disputes, and long/short-term payment arrangements.
➣ Cultivated customer relationships through proactive prospecting and cold calling.
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