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Achievements and Outcomes:* Led team in 100% retention (GRR) of entire customer portfolio (worth $7m ARR), representing enterprise customer accounts (up to 15,000 end users), 3 year contract renewal of the largest customer account (worth $4.5m ARR) and expanded user licensing to increase NRR.* Built a Customer Success program that resulted in a 15% increase in product adoption and usage for 1,100 end users for one strategic enterprise account ($300k+ ARR).* Accelerated customer onboarding and implemented a new customer insights community that resulted in improved time to first value from 12 weeks down to 4 weeks.Strengths and Passion:* Expertise in data driven strategic planning to inform building and implementing scalable programs* Passionate about customer centric business culture, building collaborative teams and providing mentorship to others* Experienced in leading Customer Success Management teams to enable customer value realization of SaaS products* Built Voice of the Customer programs that informed key product decisions and enabled improved NPS & CSAT results* Skilled in business operations framework design and system administration of customer experience platforms (tech stack)* Active member of Customer Success community thought leadership and hosting online events with authors of books about Customer Success and Customer ExperienceI have a sense of fulfillment by helping others succeed, whether from coaching and mentoring, advising customers on how to achieve their business goals. I enjoy building programs and using tech stack to do this. Designing processes, playbooks and scorecards, discovering and defining journey maps and success plans, and creating enablement. Passionate about the voice of the customer and how to capture, analyze and leverage those insights. I excel at simplifying and resolving complex issues through active listening, asking clarifying questions and using an empathetic approach. I thrive in collaborative and outcomes-driven environments. I am drawn to organizations with a mission that impacts healthcare, safety, environment, efficiency or communication.
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Customer Success ManagerBoomiVancouver, Bc, Ca -
Customer Success Strategist And Digital Transformation AdvisorFreelance Sep 2023 - PresentConsulting for a non-profit organizationo Identified inefficient processes, cybersecurity and data privacy vulnerabilities through discovery about current processes and objectives.o Facilitated meetings to prioritize needs for improved processes, digital transformation and upgrades to existing tech stack.o Researched and presented proposed SaaS solutions to reduce risk of data loss or security breach, decrease time and risk of errors due to manual processes and improve communication and strategies to increase membership.Event Management & Community Building o Managed and successfully executed an event with over 120 attendees, including assigning roles & responsibilities, promoting & marketing communications, delegating tasks, chairing meetings, planning food and beverage and recruiting volunteers leading up to, during and after the event, resulting in highly positive feedback from attendees and organization board members, and achieved the highest profit for the venue to date.o Spearheaded and manage digital communication channel for Welsh language learning group to increase participation and variety of content and activities.
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Technical ReviewerPackt Feb 2024 - May 2024Birmingham, England, GbTechnical Reviewer of the book, “Mastering Customer Success” by Peter Armaly & Jeff Mar o 5 stars on Amazon and highly reviewed by thought leaders on LinkedIno Successfully managed tight timelines across global time zones, coordinating with the Technical Review Editoro Conducted an in-depth review of the book's content, chapter by chapter, for technical accuracy, clarity, and completeness, ensuring that complex concepts were correctly presented and easily understood by the target audience.o Provided constructive feedback to the authors on potential areas of improvement, including suggestions for better explanations, additional examples, and correction of errors.o Ensured consistency in terminology, formatting, and style throughout the book, aligning it with Customer Success industry standards and best practices. -
Customer Success DirectorAndgo Systems 2022 - 2023Saskatoon, Saskatchewan, CaManaging team of Customer Success Managers as trusted strategic advisors for enterprise customers, including stakeholders at multiple levels of large complex healthcare organizations and manufacturing companies. With collaborative input from the team, I created strategic success plan and stakeholder mapping templates and playbooks, enabling the team to set goals with customers and ensure customers realize the value of Andgo as their intelligent shift fill automation solution. I managed the system administration of HubSpot CRM to enable Sales and Customer Success operations, to manage customer accounts and leverage useful reports. -
Manager Of Customer SuccessVrify 2021 - 2022Vancouver, British Columbia, CaManaging a team of Customer Success Managers, including a CS Operations Manager, to be partners and trusted advisors for over 100 customers, enabling CEOs of mining companies to leverage VRIFY for telling the most compelling story to investors and ultimately generate more capital to fund their mining projects and assets. -
Director Of Customer SuccessFatigue Science Oct 2020 - Sep 2021Vancouver, British Columbia, CaSenior leadership team member, developing strategies for our team, for our customers and for their organizations to experience ongoing value from their implementation of Readi. Used data to make informed decisions about internal goals and to achieve customers' fatigue risk management and performance optimization goals.Hired, trained and coached Customer Success Managers, support and analyst roles.Initiated and managed voice of the customer research and NPS tracking strategy to include more audiences, including designing, programming, fielding, analyzing, reporting and actioning results, enabling data driven decisionso Presented to leadership, impacting key design decisions improving product market fitInitiated the creation of Customer Success methodologies and implemented operations workflows and reports in Salesforce. Defined/mapped the customer journey, enablement materials and customer health scorecard to monitor churn risk, customer tier segmentation model and mapping to current customer accounts, customer adoption metrics tracking and customer account plans including stakeholder profile, timeline and action plan -
Senior Customer Success ManagerFatigue Science Nov 2018 - Oct 2020Vancouver, British Columbia, CaFatigue Science is a pioneer in using wearable technology to provide fatigue awareness insights in preventing occupational risk for industry workers, and helping athletes achieve their highest effectiveness in professional sports.My role is to educate, enable and partner with end users, managers and key stakeholders to leverage the insights from their sleep metrics, ultimately to empower people to be healthier, safer and improve performance.
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Customer Success ManagerAbsolute Software Apr 2018 - Nov 2018Seattle, Washington, UsAbsolute is the new standard for endpoint visibility and control, delivering self-healing endpoint security, always-connected IT asset management, and continuous data visibility—both on and off the network. Unlike other endpoint security agent solutions that can be corrupted, compromised or deleted, Absolute can self-heal its own installation and other critical applications through our patented Persistence technology that is embedded in the firmware of over 1 billion endpoints. By partnering with customers to enable their organization to get the most value from Absolute software, I empower them to be advocates in the field of end-point and data security and enrich their experience from a technical and user perspective. -
Senior Customer Success ManagerMintent Jan 2017 - Mar 2018Vancouver, British Columbia, CaAs the primary point of contact for customers, I provide superior service and support to nurture client relationships. I troubleshoot issues, escalate where needed, and follow-up promptly, ensuring customer-centric solutions. I lead customers to execute collaboratively and manage content delivery flawlessly with Mintent's B2B platform. I inspire our customers to be Mintent advocates in their organizations while supporting them to maximize value and leverage their content marketing tactics. -
Customer Success ManagerVision Critical Jun 2011 - Dec 2016Toronto, Ontario, CaI partnered with market researchers to manage studies, and CX and UX voice of the customer projects for customers in organizations across several industry verticals and brands. With a focus on innovation and strategy, I was the trusted advisor for gaining deeper insights via Vision Critical’s SaaS cloud based customer intelligence platform to gain meaningful consumer insights so they could make informed data driven business decisions. The platform included Insight Communities and Discussion Forums. This quantitative and qualitative data provides marketing leaders, researchers and product teams, results that allow them to learn more about their customers fast and efficiently. The key to a successful insight community is ongoing member engagement achieved through regular interaction, sharing of information and creativity.• Lead Insight Community set-ups and develop recruitment, retention and engagement strategies• Assess client requirements and recommend creative, effective solutions• Manage projects keeping in the scope, on time, and on budget• Develop and implement retention and growth strategies for accounts• Train and support clients on the technical aspects of VC’s Sparq software to ensure engaging research studies are accurately programmed and successfully fielded to facilitate high quality data analysis -
Sales AnalystFincad Oct 2010 - Jun 2011New York, Ny, Us• System Administrator of FINCAD's implementation of Salesforce customer relationship management (CRM) platform.• Create and deploy monthly newsletter for internal Salesforce users.• Integration of workflow for Sales, Marketing and Client Services data entry and business process.• Continue to improve data quality in order to produce accurate and useful reports for analysis of sales results and business forecasting.• Create Reports to export to Excel or Salesforce.com Dashboards.• Create custom views for specific department needs.• Approve quotes and sales orders based on current price-lists and company policy, submitted by FINCAD Account Managers locally and in Dublin, Ireland.• As processes are created or updated, maintain documentation in Sharepoint.• Leverage marketing where Salesforce.com is utilized. (ie. Leads and campaigns)• Open communication with Accounting regarding processing sales orders and product software licenses. -
Telehealth CoordinatorPhsa May 2009 - Jul 2010Vancouver, British Columbia, CaCoordinate video-conferences connecting the PHSA, Ministry of Health, UBC & regional health authorities across Canada. Provided technical support for clients through the Tandberg Management Suite and using Polycom equipment.As a volunteer member of the Green+ Leaders (an internal sustainability program) I gained new awareness and exposure for Telehealth (videoconferencing) at the executive level in the PHSA corporate office. -
Implementation CoordinatorWolf Medical Systems Jun 2008 - Jan 2009Surrey, British Columbia, CaCoordinate software upgrade, server migration; database conversion projects with Professional Services team, working closely with the Project Manager. Create, document and implement organizational processes. Perform remote technical readiness assessments on clients' servers. Use Salesforce customer relationship management software to report client product statistics. -
Clinical SpecialistBrainlab Jun 2006 - Apr 2008Munich, Bavaria, DeProviding Clinical Support to Hospitals. Image Guided Surgery for Joint Replacements, Neurosurgery, Sinus Surgery and Spine Surgery. -
Orthopaedic BracefitterSportmed Retail Oct 2005 - Jun 2006
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Temporary PlacementsAdecco Sep 2005 - Oct 2005Zurich, Ch -
RelocationCareer Break Jun 2005 - Aug 2005
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Personal Goal PursuitCareer Break Dec 2004 - May 2005
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Customer Support And Content EditingLonres Jan 2004 - Dec 2004London, Gb -
Temporary PlacementsLeisurejobs Jul 2003 - Dec 2003London, Gb -
First Aid At Work ExaminerSafety First Aid Training Dec 2002 - Dec 2003Letchworth Garden City, Hertfordshire, Gb -
Recreation SupervisorCity Of Saskatoon Apr 2002 - Sep 2002Saskatoon, Sk, Ca
Gillian Taylor ✔️ Skills
Gillian Taylor ✔️ Education Details
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University Of SaskatchewanPsychology -
Red AcademyUx Design Foundation
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Vancouver School Board Continuing EducationProject Management Fundamentals
Frequently Asked Questions about Gillian Taylor ✔️
What company does Gillian Taylor ✔️ work for?
Gillian Taylor ✔️ works for Boomi
What is Gillian Taylor ✔️'s role at the current company?
Gillian Taylor ✔️'s current role is Customer Success Manager.
What is Gillian Taylor ✔️'s email address?
Gillian Taylor ✔️'s email address is gi****@****ail.com
What is Gillian Taylor ✔️'s direct phone number?
Gillian Taylor ✔️'s direct phone number is (855) 248*****
What schools did Gillian Taylor ✔️ attend?
Gillian Taylor ✔️ attended University Of Saskatchewan, Red Academy, Vancouver School Board Continuing Education.
What are some of Gillian Taylor ✔️'s interests?
Gillian Taylor ✔️ has interest in Playing Soccer, Snowboarding, Live Music, The Outdoors Camping, Cycling, Photography, Running, Hiking And Kayaking, Travelling And New Technology, Swimming.
What skills is Gillian Taylor ✔️ known for?
Gillian Taylor ✔️ has skills like Business Analysis, Crm, Management, Training, Salesforce.com, Customer Support, Market Research, Account Management, Creative Problem Solving, Product Management, Troubleshooting, Saas.
Who are Gillian Taylor ✔️'s colleagues?
Gillian Taylor ✔️'s colleagues are Prasannakumar J, Rajasekhar Reddy Bommepalli, Sreenivasulu Mandi, Sydney Truong, Kevin L., Ashlee Colquhoun, Eric Fennell.
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