Driving profitable growth through enhanced experiences and helping our clients do the same with Salesforce technologies. Value focused | Evolution Obsessed | Adoption Junkies

Inspire Customer Success Across Company: * Create company-wide culture of Customer Success * Align with Marketing around marketing to existing clients * Align with Professional Services around client experience delivery practices * Align with Sales around cross-sell and up-sell and focus on selling with a retention focus * Align with Finance around measurement and forecasting * Align with Executive Team around key metrics and objectives * Drive company-wide definition of ideal customer and * Create company-wide customer feedback loopResponsible for partnerships and relationships to support our impact, visibility and financial resources.Guide clients towards strategically optimal solutions that can improve their overall businessResponsible for aligning all aspects of the customer engagement lifecycle focused on improving loyalty, retention, and growth by helping customers derive maximum value from the organisation’s offerings.Develop and lead the organization’s customer success strategy and manage the overall performance of people, processes, and technical support to achieve the highest levels of customer utilization, satisfaction, and retention.Liaise with other senior leaders in the organization to ensure organizational, strategic and functional alignment.Focus on revolutionizing our client channel across people, process and technology in support of our Net Promoter, Client Growth and Business Performance goals.

Sales Enablement works as the bridge between what an organization establishes as it's sales objectives (go-to-market strategy) and the many internal functional groups needed to execute against them.The role is focused on, but not limited to, the following functions:- Defining the engagement model that supports the sales organization to provide real-time/near-time access to knowledge, information or tools to support effective interactions within their sales pursuits.- Definition and creation of the lead and opportunity management process blueprint and its implementation within marketing automation and CRM toolsets.- Market Segmentation definition and mapping to sales & marketing intelligence data sources.- Employee onboarding program definition and implementation (HR, IT & Sales).- Definition and Implementation of proposal management system.- Sales Playbook program implementation (15 playbooks, >50 work products}- Ownership of CRM (enhancements, sales process implementation, 3rd-party data integration)- Definition and creation of Pipeline & reporting structure and cadence (executive, investor & seller)- Lead Sales Leadership Council membership and implementation of Challenger Customer (CEB)methodology.- Provide Sales enablement functions and access across various geographic locations, time zones and languages.

Manages sales of the Insight's products and service offerings within Western Canada. Ensures consistent, profitable growth in sales revenues through positive planning, deployment and management of sales personnel. Identifies objectives, strategies and action plans to improve short- and long-term sales and earnings.- Expanded Western Canada HQ by 8 account executives and worked with learning & development department to established first hybrid onboarding training program (remote and in-class).- Expanded Montreal-based BC and Alberta teams by 4 account executives and re-aligned territory-focused book of accounts to ensure support alignment based on client time zones.- Grew BC revenue base and increased margin by more than 6%.- Implemented new support structure to augment client experience for all clients and not only for those clients handled by busy sellers.- Hired and implemented field sales representation for Vancouver and Calgary after 5-year absence.- Consistently achieved and surpassed margin and revenue targets for cloud-based Microsoft sales- Negotiated and closed Insight's first Microsoft Global Enterprise Agreement based in Canada for Insight.- Managed and was actively directly involved in the first Insight Canada lead Global deployment of hardware to 10+ countries (configuration, delivery, installation and disposal). This included establishing new processes across multiple business units and geographies not only for Insight but working with the client and partners as well.- Conducted regular 1:1s with staff to ensure consistent coaching and development plan actions- Work with partners (HP, Meraki, Lenovo, Microsoft, Cisco, Symantec) to develop pilot project opportunities to personalize training and promotional programs for team based on level of rep and client maturity and not simply use the programs that existed (if results were not being achieved).

- Responsible for the successful delivery of the SAP Integration project across all initiatives- Responsible for representing and aligning business requirements from the front / back office- Manages day to day project execution for assigned areas- Investigates and understands processes and systems in the assigned functional areas in order to provide meaningful feedback- Participate and actively contribute to the process, define requirements, and make key decisions representing the functional view of the business- Develops and delivers executive presentations and communication, acts as an evangelist of the project to all levels of the business.- Key decision maker during the course of the project •Defines and monitors the project plan on a weekly basis (ensures scope creep does not become a challenge).•Owner of issue escalation – tracks issues, ensures that escalation and resolution occur on a timely basis.•Identifies risks and develops a risk mitigation plan•Provides project status on a weekly basis•Make sure the project team is staffed according to the plan•Joint responsibility for project budget, monitors the budget on an ongoing basis •Develops goals and completes teammate evaluations

Manage staff of 27 in Inside Software Sales, Customer Support, Licensing Consulting and Microsoft Operations across 4 geographical locations (including offshore team in India) supporting 90+ Sales reps – causing outstanding client experiences within their licensing requirements.- Analyze and communicate regional sales quota goals and ensures team is poised to assist in accomplishing specific goals- Execute forecasting and budgeting responsibilities associated with activities and the achievement of sales objectives- Develop and maintain client and publisher relationships to increase business longevity and revenues- Applies and transfers knowledge of the Canadian reseller channel and information technology market into strong operational processes to drive incremental client satisfaction and revenue/margin growth- Develop and enhance relationship between Microsoft Canada and Microsoft Licensing, GP (MSLI) to drive Canadian growth and vendor satisfaction

Manage all aspects of the integration of the acquisition of Software Spectrum Canada for Insight.- Canadian Integration lead on Global and North American acquisition teams- Provide continuous integration update and status updates back to business units- Prioritize and actively track project status of various sub-teams and provide resolution guidance as required- Successfully completed 100% of identified integration activities within set timeline – 7 months

Manage and own all procurement partners and manufacturer special pricing relationships. Expanded business purpose of the departments; from that as a fulfillment/reactive only to a proactive and main driver of clients’ experience.- Total special pricing rebates accounted for 2.5% of total sales- Implemented Federal Government specific process ensuring client order fulfillment at 95%- Negotiated government exception process with HP for their rebate process exclusive for Insight Canada

Responsible for Tier 1 manufacturer relationships, programs and capitalization of their marketing and program’s back-end funds.- Grew market share for 90% of all accounts- Liaison between IS/IT team and Product Marketing for all system enhancements- Served as trainer for all new account executives with regards to manufacturer programs and Product- Management procedures and policies.- Creation and execution of partner marketing and product training plans with clearly defined KPI/ROIs

- Managed the support of internally developed systems across eight business units.- Identified and documented system issues and coordinated the process until final resolution.- Prepare regular reports identifying time spent supporting each application, nature of the defects, and software efficiency statistics.

- Understand business processes, strategies and requirements to analyze and map the processes leading to enablement with technology.- Created ad hoc technical teams including all sections of ITS to design technical solutions.- Managed the client relationships and ensured delivery of global solutions to business needs aligned with the goals of IATA and/or its members.

- Managed the continual focus of identifying areas within the company that required support in achieving their own objectives, and ensuring they were aligned with the desired strategic outcomes of the organization.- Established what was missing within a specific workflow, which brought enhanced results. This included creating partnerships with those implicated within the workflow itself.- Implemented document management and training strategies for policies and procedures regarding job functions, corporate objectives, and human resource practices.- Distinguished new areas of opportunities that utilized the Internet and supported the company’s presence within the Business to Business domain.

- Provided leadership to the team responsible for the implementation of the Oracle Merchandising ERP System.- Managed the tasks of providing functional analysis of current and future business processes.

- Creation of new department to focus on pricing strategies that allowed Hartco’s corporate resellers to competitively bid on strategic accounts through aggressive and pro-active negotiations with our vendor partners- Established processes enabling effective management of special pricing and rebates- Consolidated and successfully reconciled $2M of outstanding account rebates

- Ensured that the product mix within vendor of responsibility was maximizing its potential for Hartco and its franchise networks.- Coordinated the national deployment of computer systems for several strategic accounts; assisting their account executives securing product availability and pricing.