Gillian Taylor ✔️ Email & Phone Number

Vancouver, Bc, Ca

Consulting 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.

Birmingham, England, Gb

Technical 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.

Saskatoon, Saskatchewan, Ca

Managing 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.

Vancouver, British Columbia, Ca

Managing 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.

Vancouver, British Columbia, Ca

Senior 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

Vancouver, British Columbia, Ca

Fatigue 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.

Seattle, Washington, Us

Absolute 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.

Vancouver, British Columbia, Ca

As 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.

Toronto, Ontario, Ca

I 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

New 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.

Vancouver, British Columbia, Ca

Coordinate 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.

Surrey, British Columbia, Ca

Coordinate 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.

Munich, Bavaria, De

Providing Clinical Support to Hospitals. Image Guided Surgery for Joint Replacements, Neurosurgery, Sinus Surgery and Spine Surgery.

Zurich, Ch

London, Gb

London, Gb

Letchworth Garden City, Hertfordshire, Gb

Saskatoon, Sk, Ca

Bsc, Kinesiology, Psychology

Ux Design Foundation

Certificate, Project Management Fundamentals