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. You could expect even greater value from me if your organization sits in the Fitness, Healthcare, Business Insights, or Organizational Tools tech spaces, as these are where my interests and expertise lie. 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.
Get in touch with me:
🔗 https://www.linkedin.com/in/shayan-memarzadeh/
🧑🏽💻 Work Experience
Customer Success Manager (Bilingual)
Gorgias, Toronto, Canada – (Dec 2023 - Present)
Currently managing a BoB of 75+ accounts totalling ~1.2MM ARR
Customer Success Manager
Bluescape, Remote, Canada – (Jan 2022 - Dec 2023)
- Managed an enterprise BoB focusing on our studio animation customers: Disney, Marvel, Pixar, Warner Bros, Netflix, DNEG, and our major apparel clients such as Levi’s, Steve Madden, and Dockers, with ARR totalling over $1.5 million
- Acted as Voice of Customer (VoC) through product discovery sessions and created a 50+ page research document for the executive team outlining our Ideal Customer Profile (ICP) and how we can continue building for them
- Developed the customer education resources and onboarding journey for our generative AI offering, Bluescape AI (pivoted into Wowzer AI)
- Led post-sales deployment, training, adoption, renewal, expansion, and feedback cycles for my BoB
- QA'd features pre-release to catch usability concerns & bugs
- Formalized customer GTM strategies through A/B testing of activation campaigns, outbound strategies, and ICP development
- Standardized processes for the CS department through template building, best practices, and shared learnings
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)
Sales Associate
American Eagle (Conestoga Mall), Waterloo, ON – (Sept 2018 - Sept 2019)
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
- Regularly communicated with patients, PSW's, funders, and various CHS departments to ensure patient health & wellbeing standards
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 3rd out 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
Tracking/Scheduling
Salesforce, Vitally, JIRA/Confluence, Notion, Monday, Trello, Smartsheet, Sharepoint, Microsoft Office
Technical Skills
Basic proficiency in all the following: Tableau, Python, R, Stata, SQL, SAP, HTML, CSS, Prototyping/Wireframes
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 🇮🇷
Basic/conversational speaker
Portuguese 🇧🇷
Basic/conversational speaker
📅 What do I do in a day?
- Sports & weightlifting
- Read books (psychology, productivity, business, health)
- Add content to my website
- Speak... In 4 languages (English, French, Farsi, Portuguese)
- 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