Resume
Experience
2022 - 2024
Director, Client Delivery & Professional Services
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 hockey apps including the complete rebuild of the NHL League app, resulting in a 93% CSAT score
2021 - 2022
Director, 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
Manager, Client Onboarding & Implementation
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
Sr. Business Architect
Toronto, ON
Executed a multi-year transformational plan to decrease OpEx by 30%, creating and implementing architecture blueprints, translating business cases into product features and roadmaps, to digitize processes such as client account opening, e-signature and digital cheque capture by leveraging new technologies such as RPA and ML
2017
Digital Strategy Consultant (contract)
2009 - 2016
Process & Change Manager
2008 - 2009
Technology Project Coordinator
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