Devon Thompson Email & Phone Number

Quebec City, Quebec, Ca

Director, CX is responsible for the strategic customer journey on behalf of the CS department. Leading VOC and digital customer programs. In line with company-wide OKRs, facilitates 'customer journey reporting', management, and analysis and recommends optimization opportunities to CS leadership. Owns 'customer journey reporting', management, analysis and optimization opportunities. Collaborates closely with Sales OPS leadership each quarter to consolidate trends. Omni channel champion for the Customer Success team within cross-functional initiatives impacting the customer journey.

Quebec City, Quebec, Ca

Lead a team responsible for the customer journey, operations and analytics strategy and execution. Determine strategy by the department and company-wide OKR planning. The director of Operations has overall ownership of Customer Success tools, systems and processes required to scale team responsibilities and customer journey management as well as execution and measurement of the CS orgs progress around adoption and optimization.

Quebec City, Quebec, Ca

In collaboration with other directors and the VP of Customer Success; define and execute on CS alignment with our company-wide Coveo mission and strategy. Lead teams toward achieving strategic objectives and key results. Onboard and train new hires, attend and evaluate clients' calls, develop and coach players on Coveo technology and company values. Support team in growth initiatives by providing direct feedback to members of the team, cross-collaborating, and organizing skill-building activities to continuously raise the bar. Regularly review dashboards and reporting, assert clean data in our CS tools, as well as prepare and deliver performance reports to management.

Quebec City, Quebec, Ca

Led team of CSMs toward achieving strategic objectives and key results. Onboard and train new hires, attend and evaluate clients' calls, develop and coach players on Coveo technology and company values. Support team in growth initiatives by providing direct feedback to members of the team, cross collaborating and organizing skill-building activities to continuously raise the bar. Assert clean customer data, ensure CS processes are followed, and regularly measure our performance with our dashboards and team reporting.

Quebec City, Quebec, Ca

"Responsible to lead our customer lifecycle through adoption, optimization and advocacy and committed to subject matter expertise at every milestone. Advises and guides towards successful adoption of Coveo and ties its powerful analytics to core business outcomes with company-wide impact. CSMs develop and maintain long-term client relationships with proactive customer engagements, regular cadence calls, and Strategic Touchpoints. CSMs serve as an internal advocate for new feature requests and client liaison for revenue growth opportunities "

As the Customer Experience Manager I'm accountable for maintaining and improving customer loyalty by tracking, overseeing and optimizing all PrintFleet customer interactions throughout the complete customer life cycle. I have the responsibility of managing a team of PrintFleet Customer Care Representatives and Technical Solution Specialists and supporting cross-functional collaboration to ensure timely resolution of customer administrative, technical and operational issues; provision of process support and best practices for customers; and identifying and supporting customer development activities. Working with Sales, Marketing, Development, Finance and Technical Support management the Manager, Customer Experience will regularly assess and promote service improvement and a seamless and positive customer experience. Working within the Sales & Marketing team the Manager, Customer Experience is a key contributor in maintaining and growing PrintFleet’s business relationships with its most significant accounts. The Manager, Customer Experience is also expected to participate in all account planning efforts, contributing to increasing penetration into all customer accounts through discovery and development of new business opportunities and program enhancements. The Manager, Customer Experience facilitates the cross-functional activities of business and technical support staff in order to maximize the business value of all PrintFleet customer relationships.Key metrics of success for the role of Manager, Customer Experience are Total Billings (business impact); Net Promoter Score (customer satisfaction surveys); and overall corporate results (Corporate Scorecard).

While working within the Sales & Marketing team the Key Account Manager is responsible for maintaining and growing PrintFleet’s business relationships with its most significant accounts. As the primary contact for key accounts the KAM is responsible for proactively developing new customer contacts, reviewing leads, and participating with the Key Account's in their strategic planning to ensure alignment with the PrintFleet strategy. The KAM is also expected to coordinate all account planning efforts, with a view of increasing penetration into key accounts through discovery and development of new business opportunities and program enhancements.The KAM facilitates the cross-functional activities of business and technical support communications with a view of maximizing the business relationship between PrintFleet and its Accounts. This role is primarily accountable for increasing customer satisfaction with PrintFleet and its products/services, as reflected in the Net Promoter Score derived from semi-annual customer satisfaction surveys. The KAM is integral to the success of PrintFleet's key account relationships and growth in devices monitored within their portfolio.

MPS Advisors work with your management, sales, and service teams on three unique levels: Setting program goals and expectationsStrategies will be developed with your executive management team to ensure realistic goals and expectations are set, measured, and accomplished. Managing Key Performance Indicators (KPIs)KPIs will be set, and sales rep strategies for goal management and sales funnel management will be developed. Providing software supportYour MPS Advisor will ensure you are properly managing your MPS software, by helping set up supplies and service reports, error alerts, and integration with your ERP/billing system. Once your MPS program is launched, your MPS Advisor will meet with you quarterly to review your success and update your goals and strategies.

Key Account Management & Client Development

Certification, Project Management

Developmental Service

Education record