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Personal Pitch
Training & Communication Services (Training Video with Professional Voice Over)
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Work Background
Acuity InsightsClient Enablement Manager - Software Implementation & Success Manager (Medical & Health Education)
Oct. 2024Vancouver, British Columbia, CanadaSpearhead and manage end-to-end SaaS implementations, ensuring smooth onboarding and successful adoption of new technologies by clients. Build and nurture strong, long-term relationships with clients through proactive engagement, regular check-ins, and addressing their evolving needs. Leverage data analytics to monitor account health, track key metrics, and identify trends, using this information to drive retention efforts, reduce churn, and foster customer loyalty. Collaborate closely with sales teams to identify upsell opportunities, align on strategic goals, and ensure seamless handoffs to maximize client value. Provide tailored, strategic recommendations designed to optimize product usage, improve operational efficiency, and elevate overall customer satisfaction, ensuring clients achieve their desired outcomes.
Customer Success CollectiveMember
Nov. 2023The Customer Success Collective exists to create a space to help individuals and organizations drive company-wide alignment around customer success as the scalable, sustainable source of business growth. Join our Slack community and never miss out again!
Acuity InsightsSenior Customer Empowerment Representative
Aug. 2021 - Nov. 2024Remote- Support medical school administrators with the use of a software suite of program experience modules via phone and email; proactively assess client needs and addressed appropriately in a timely manner contributing to a high NPS score, less churn and rave reviews from our users; - Coordinate and create release communications, support documentation and training videos when new features were introduced or changes to the software were made; - Team/project lead tasks including weekly client meetings, manage phone and support ticket systems, manual low performance alerts to customers, webinars and conference presentations; - Increased the call answer rate within the first month of being assigned to the phone queue; - Help create, document and implement proactive support tools and team processes that cut back on escalations; - Without hesitation, take on difficult situations or support tickets, getting to the root of the issue and coming up with solutions and options in regards to training and supporting software usage and adoption; - Experienced a rebranding, a successful new product launch, an acquisition and multiple team reorganizations without sacrificing the day-to-day support operations; - Contribute to onboarding and training, as well as, the creation and management of a support playbook, in order to create consistency and easily train new team members.
One45 SoftwareClient Empowerment Representative
Jun. 2016 - Aug. 2021Vancouver, Canada AreaOne45 was acquired by Altus Assessments so the job description above applies to my time at One45 as well.
SustaiNet Software International Inc.Software Support, Implementation and Training
Dec. 2010 - Jun. 2016VancouverContributed to a high number of satisfied customers by supporting users via email, live chat and telephone using Zendesk; Added value by building long-term positive customer relationships and advocating for their needs and requirements; Decreased defects found by customers by being the final test/quality assurance check for all bugs and improvements; Increased team performance by administering Jira, allowing the team to have a centralized system that is continually updated to reflect the changes in process;
Self-employedVirtual Assistant
Jan. 2005 - Dec. 2010Vancouver, Canada Area
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