With over 7 years of experience in client facing roles and leading projects in various technical capacities, I have a proven track record of delivering results tied to current business objectives. I regularly spend countless hours testing different technologies and thinking about all the ways that my teams can continue making the best products for our users. If you are looking for a customer-centric leader to help your organization learn more about your customers, create better products, and improve internal processes along the way, then keep reading.
☎️ Contact Information
🧑🏽💻 Work Experience
Customer Success Manager
Bluescape, Remote, Canada – (Jan 2022 - Present)
- Managing an enterprise BoB of 7 key creative studios and apparel customers with ARR totalling over $1.5M
- Standardizing all processes for the CS department through template building, best practices, and shared learnings
- Leading post-sales deployment, training, adoption, renewal, expansion, and feedback cycles
- Acting as VoC through product discovery sessions & creating in depth research documents for executive team
- QA'ing features pre-release to catch usability concerns & bugs
- Formalizing GTM strategies through A/B testing of activation campaigns, outbound strategies, and ICP development
Senior Client Success Associate
Phreesia, Remote, Canada – (Oct 2020 - Oct 2021)
- Concurrently managed partnership with up to 25 clients totalling over $2MM+ in ACV
- Conducted regular end-user trainings of all functionalities across Phreesia product suite
- Prepared re-occurring 'Executive Business Review' presentations for C-suite execs, leveraging utilization reports detailing several KPIs/ROI metrics to encourage renewal & drive user adoption
- Created interest in BETA features, while tracking success through utilization and feedback for our product team
- Consistently closed on 3+ major upsell/cross-sell opportunities per month, exceeding our monthly ACV quota
- Managed several large scale project implementations at once, impacting thousands of front line healthcare workers
- Acted as a 'Pod/Team Lead' by supporting a team of four CSA's through leadership asks & market-wide initiatives
Product Specialist
Apple Store (Conestoga Mall), Waterloo, ON – (Sept 2019 - Nov 2020)
QA Analyst
Kik Interactive, Kitchener, ON – (May 2019 - Aug 2019)
- Identified defects as lead QA on product squad, and worked with devs to solve issues according to spec
- Supported the development and implementations of feature-specific A/B tests
- Migrated team to a new JIRA board and implemented new agile processes for the PDLC based on well-defined user stories and clear acceptance criteria, leading to fewer issues in Production
- Created the product spec for the 'Meet New People' feature, and translated it into epics and user stories to be tracked in JIRA
- Performed verification on several releases of the iOS version of the Kik app
Business Systems Project Manager
PWO Canada, Kitchener, ON – (Jan 2019 - Apr 2019)
- Lead the Tableau integration project, involving several presentations for plant executives to emphasize the importance of product floor data visualization for decision making
- Lead the planned vs. actual time discrepancy project, and through iterative learning, leading to production floor behavioural and process changes
- Completed training for all staff for a new online leave request platform
- Supported personnel from various departments in creating and maintaining master data in SAP
- Provided IT solutions and troubleshooting services to all departments
Team Coordinator
Care Partners, Waterloo, ON – (May 2018 - Sept 2018)
- Produced schedules and comprehensive reports for entire region of care on a regular basis
- Regularly communicated with patients, PSW's, funders, and various CHS departments
Business Analyst
Scotiabank, Toronto, ON – (Sept 2017 - Dec 2017)
- Ensured trade repository product followed all required functionalities, leading to several escalation and development initiatives
- Created several functional and non-functional requirement documents for new development initiatives
- Provided support and knowledge of requirements to QA and development teams during building and test cycle phases of new implementations
QA Technician
Farm Business Consultants (FBC), London, ON – (Jan 2017 - May 2017)
- Reviewed accuracy and finalized 100+ tax returns per week for submission to CRA during peak of tax season
- Ranked #3 of 12 students for cumulative efficiency and number of tax returns filed
- Suggested several process improvements to measurably increase efficiency of in-house data base used
- Communicated with clients and tax authorities daily
Professional Skills
Technical Skills
Tableau, Python, R, Stata, SQL, SAP, HTML, CSS, Prototyping/Wireframes
Tracking/Scheduling
Salesforce, JIRA/Confluence, Notion, Monday, Trello, Smartsheet, Sharepoint, Microsoft Office
Other Skills
Sales, Customer Service, Consulting, Training & Coaching, Communications, Leadership, Copywriting, Market Research, Data Analysis
Certifications
Certified Associate Project Manager (CAPM), Brainstation Product Management Certification, Designlab UX Academy Foundations, Notion Essentials Certification, Pre-Script L1 (Personal Training), Functional Patterns
Languages
English 🇨🇦
Native speaker
French 🇫🇷
Bilingual/Native speaker
Farsi 🇮🇷
Intermediate speaker
📅 What do I do in a day?
- Sports & Weightlifting
- Read books! (Psychology/Productivity/Business)
- Write on my blog
- I speak... In 3 languages (English, French, Farsi)
- Music (I play the Piano)
- Learn about new & relevant tech
- Cereal enthusiast (ask me about this one)
📚 Education
Bachelors of Honours Economics & Business
University of Waterloo, 2015 - 2020
- Played 5 years on the Men's Varsity Soccer Team
- Was an upper year mentor for the Economics Society