Selena R. Email & Phone Number

Toronto, Ontario, Canada

Trainer-facilitator for the Winning By Design Revenue Academy. Sharing my experience in SaaS and Customer Success, teaching learners critical skills and approaches they can take to deliver more impact with their customers, driving better engagement and growth.

Toronto, Ontario, Canada

An integral member of the Customer Success team, managing the Onboarding/Services team working closely with leadership. Developed new PS products as part of a PS strategy to drive revenue, assisted Sales in closing deals by speaking to prospects on onboarding or implementation and SOWs when required.

Toronto, On

Established and managed a Customer Success and Professional Services team for an early startup company with enterprise and agency clients. This encompassed designing the ideal client experience from pre-sales to ongoing engagement which included documenting business processes, creating client-facing content, supporting the sales team, and establishing key operating metrics.

Toronto, On

The fundamental focus of Customer Success operations is to drive efficiencies and productivity of the people on the team, so they have the tools and resources needed to do their job effectively. Key responsibilities included: developing processes, reporting on key metrics, analyzing customer data such a product usage, and root cause analysis of churn.

Toronto, Canada Area

As the first Onboarding Specialist in Customer Success, I provided guidance and direction to customers on best practices in advocate marketing and strategy to ensure the successful implementation of the software.I built strong relationships with my customers and earned their trust, which was critical throughout the onboarding process. The onboarding program was continuously improved upon as I strived to deliver the best-in-class customer experience. I have played an integral part in building the onboarding team, interviewing and assessing candidates, as well as mentoring, coaching, and onboarding each team member.

Toronto, On

•Designed and developed a new corporate onboarding program and delivered the program to new employees (approximately 100 individuals).•Responsible for engaging and supporting new employees into the Intelex culture in addition to providing product training on the Intelex management system to ensure employees were productive and contributing to the growth of the business quickly.•Developed a learning culture through various internal initiatives and programs that supported employees in their skills development and career path while at Intelex.•Sourced and implemented a Learning Management System (LMS) on-time and under budget as part of a performance management system.

Toronto, On

•Responsible for the management, design, and development of internal and external custom e-learning courses for the Occupational Health and Safety industry.•Managed and collaborated with subject matter experts and e-learning development team located in South Africa, Calgary, and Toronto.•Provided support and training to clients on the use and administration of the Absorb LMS to ensure successful implementation of the LMS and e-learning courses.

Calgary, Ab

•Responsible for the overall management and operations of the online training division.•Worked closely with instructional designers and flash developers to create custom courses.•Managed existing and new business relationships with clients such as Shell Canada, Husky Energy, and Petro-Canada.

Master Of Business Administration - Mba

Bachelor Of Science - Bs, Chemistry

Adult Training And Development

Human Resources Management/Personnel Administration, General