Cameron Macleod Email & Phone Number

Toronto, Ontario, Ca

Targeted work-life balance during COVID with a new role leading a team of technical consultants responsible for net new and post-launch implementation services across North America on the Achievers employee recognition & reward platform. Accountable for project outcomes, schedules, resource utilization, and CSAT.• Partnered with product leadership and product management team to align roadmap and fix planning.• Partnered with support leadership to reduce duplication and defect investigation overhead.• Partnered with revenue leadership to improve capability, services, and roadmap communications.• Mentored new department team leaders to improve onboarding, communication, and resourcing.• Supporter strategic reinvention of SMB customer onboarding and communications process.• Led over 100 customer implementation projects as project sponsor.

Toronto, On, Ca

Co-founded non-profit public transit advocacy organization focused on unbiased research and reporting on local and regional transportation issues. Responsible for strategy, media relations, research, and graphic design. Lead volunteer team in hosting townhall meetings, deputing to government committees, working with media, meeting with elected representatives and staff to discuss issues and concerns, building online and printed resources, and working with partner organizations throughout the GTHA.

Arlington, Virginia, Us

Acquired by Higher Logic in May 2021. Led global Customer Experience team of 15 responsible for Support and Success for 350 customers in rapidly growing and developing community forum software space. Accountable for full customer journey and net revenue retention.• Launched strategic technical and community consulting team within Customer Success org.• Created a ‘critical care’ cross-functional rapid-response team for at-risk customers.• Partnered with Product Marketing team to develop NPS and Customer Satisfaction KPIs and survey.• Completed database audit and cleanup on CRM and Support platforms.• Completed two-year churn audit and created new reporting for senior leadership.• Secured subscription renewals of multiple high-risk accounts.• Began a complete rebuild of Customer Success program in a strategic partnership & ROI model.• Assisted in Higher Logic integration efforts for teams, tools, and processes during acquisition.

Toronto, Ontario, Ca

Led technical consulting teams in 3 countries servicing 500+ clients in rapidly changing CXM space. Accountable for new customer configuration, budgeting, risk mitigation, resource utilization, developing new offerings, removing roadblocks, and ensuring customer satisfaction.• Sponsored new on-site client onboarding service as a strategic reinvention of stale and slow client provisioning and onboarding, which reduced client time-to-launch by ~50% in one year.• Standardized global processes and offerings, with customer-centred enablement resources for Sales and Customer Success teams, which more than doubled consultants’ billable utilization on over $2 million in annual revenue.• Developed strong inter-departmental collaboration and strategic alignment with our internal stakeholders in the Cloud Operations, Customer Support, and Product Development teams to improve CSAT, revenue recognition and new product launch timelines.• Retained 90% of team’s high performers and placed multiple into new roles on other internal teams.

Toronto, Ontario, Ca

Led all Professional Services technical teams (programming, graphic design, and project management) across North America. Accountable for new customer configuration, resource utilization, and customer satisfaction.• Improved resource utilization to reduce headcount by ~25% while maintaining annual revenue.• Standardized service catalogue to increase consistency and enable rapid onboarding.• Owned delivery of platform upgrade for global insight community panel clients.• Built relationships and provided strategic escalation and resolution for key accounts.• Developed client migration and CRM integration plans when onboarding strategic accounts.

Toronto, Ontario, Ca

Led expanded North American Project Management team responsible for client configuration, research project scripting and deployment, and customer community panel recruitment projects.

Toronto, Ontario, Ca

Led dedicated internal team responsible for customer community panel recruitment projects. Responsible for vendor onboarding and negotiation, project invoicing, and in-field monitoring.

Toronto, Ontario, Ca

Managed client relationships with up to a dozen companies and government agencies across North America, representing over $1 million dollars in recurring annual revenue. Responsible for new account orientation, community setup and recruitment, project management, contact support, and account growth.

Cary, Nc, Us

Co-managed IT training portfolio for Global Knowledge Canada in coordination with US parent company. Responsible for new vendor partner orientation, partner relations, establishing course schedules, revenue and customer demand analysis, and developing new IT offerings. Partners range from large multinationals with many IT offerings to smaller niche vendors with single specialty courses in demand by ourclient base.- Developed & piloted online training series for launch to US & Canadian market.- Launched major format and transition to digital courseware in over 40 popular courses in early 2011, and supported instructors, operations, and sales staff in the transition.- Improved communications between sales organization and parent company product management teams, both through filtering and liaising and through better clarification of roles.- Supported in-progress partnership development with IBM Canada and Exit Certified for two-way resale of IT training courses and instructor certification.

Cary, Nc, Us

Delivered technology training in over 30 different topic areas to customers of widely varying technical expertise and backgrounds, designed and wrote complete courses, designed and delivered Train-The-Trainer sessions for new instructors. Lead instructor for new SharePoint and Windows client needs and sales support, and regularly consulted on evaluation of new instructors, budget planning, and professional development goal setting for other team members due to experience and prior management role.Key Achievements:- Achieved student evaluation ratings consistently above 92% from over 250 learners per year.- Designed, tested, and launched successful Remote Learning modality to reduce travel requirements under an aggressive deadline with a geographically diverse team.- Designed, tested, and launched successful shift to new courseware in four most popular titles.- Earned four IT certifications in SharePoint and Linux administration, and Help Desk standards.- Requested by name by multiple government and private-sector clients for return engagements.

Cary, Nc, Us

Managed national team of 15 staff technical instructors across 15 offices, and co-managed over 100 occasional contract instructors in all ten provinces and the USA. Responsible for managing schedules, professional development, performance evaluation and metrics, and staff headcount reductions during merger process. Renegotiated standardized contracts and fees to reduce costs, and investigated and resolved quality of delivery issues.- Recruited new contract instructors, evaluated job applicants, and managed performance evaluations on all staff and contract instructors nationwide.- Analyzed staff performance data and provided recommendations on headcount reduction.- Worked with co-manager to integrate separate contract facilitator team into new schedule and evaluation management tools.- Anticipating cost reductions from restructuring the management team, I designed and built tools and reports to allow a smaller management headcount, and returned to teaching role.

Cary, Nc, Us

Delivered technical and desktop application training in over 15 different topic areas to customers of widely varying expertise and backgrounds, and designed and wrote short courses. Coordinated multiple classrooms for other instructors, including configuration and maintenance of large computer network.As a web application developer, co-created, documented and maintained national resource portal website for national instructor team. Collected and prioritized user needs, and coordinated expansion from local to national tool. Worked in ASP, SQL, JavaScript, CSS, and HTML.Key Achievements:- Achieved student evaluation ratings consistently above 92% from over 250 learners per year.- Earned eleven IT certifications in Windows Server, networking, security, and Java development.- Requested by name by multiple government and private-sector clients for return engagements.

Ottawa, Ontario, Ca

(co-op position) As the technical member of the Corel Linux OS 1.0 marketing team, I was responsible for creating media communication, community interfacing, web content, and ensuring that internal communications were clear between technical and marketing groups.

Bcs, Computer Science

Vision Critical Leader'S Programs

Certificate, Business Analysis

Active Leadership Course

Ctt+ Train The Trainer Course