● Manage all client meetings including Monthly Strategy Meetings, QBRs as well asmodule/functionality specific meetings (opportunities and in-flight projects)● Maintain a detailed understanding of products and services, assist customers withquestions and suggest the best products for their needs● Aid in product design and product development by providing early insight and adoptionrecommendations for new products and product features● Analyze customer data to improve customer experience● Develop new procedures designed to improve the client experience with a focus onimplementing new modules more effectively and proactively seeking to educate clientsso that less issues develop.● Create and maintain collaboration spaces in Confluence to provide clients with a place toview all relevant information and create trust through transparency.● Account Escalations - support or responds to any alerts, red flags, and poor health● Use sales techniques, processes and methodology to effectively manage accounts, andup-selling opportunities

● Developed a deep level of knowledge of multiple processes both from a technical and business perspective.● Designed custom training programs for large scale implementations at bank level clients.● Worked with clients to determine the business gaps and the strategies to close those gaps.● Worked with clients on creation of workflow documentation that would be a key component of a "train the trainer"approach.

Partnerships/relationship managementManaged all aspects of the client experience for 20+ independent mutual fund dealerships across Canada, including: support escalations, promoting additional functionality , and contract negotiationsNegotiated a deal with a major intermediary company that allowed Winfund to be the only back office vendor to import new mandatory transaction filesTransformed a dealer contract from month-to-month to a 3-year term by leveraging the strength of the existing relationship and a continued commitment to their growth and developmentDeveloped short, mid and long term business roadmap that has been instrumental in communicating future growth opportunities to clients. A key theme for the roadmap was developing data analytics to enable dealers to drive growthEnhanced client relationships and kept up-to-date on current trends and regulations by attending annual industry conferencesAssessed client needs and promoted new product features by regularly travelling to clients for on-site meetingsWorked closely with clients in understanding their business requirements for customizations and ensuring these were effectively communicated to the operations team Organization and Project ManagementCoordinated, via webinar, dealer work groups to gather feedback on upcoming regulatory changes to ensure that updated workflows were optimised for dealershipCoordinated the implementation of new modules at dealerships and supported clients in leveraging new functionality to improve processing efficiency and increase the return on investmentMaintaining up to date knowledge of all relevant industry regulations, such as MFDA Policies, CRM2 and annual Fundserv updates via industry conferences and personal research.

Worked as part of a change management team that was responsible for developing a web based software platform that would integrate all legacy functionality into one system for a large life insurance company in the UK.