Working closely with customers to understand their needs, expectations, and goals and developing long-term partnerships. Analyzing customer data and feedback to identify opportunities for improvement, growth, and retention. Collaborating with other departments such as sales, marketing, and product development to ensure alignment of customer success strategies and initiatives. Operationalizing Customer Success, including adoption, expansion, renewals, and account management. Providing training and guidance to customers on how to use platform effectively.

Collaborating with municipal customers to comprehend their requirements, expectations, and timelines. Working closely with various stakeholders from implementation planning to go-live, ensuring expectations are set appropriately. Configuring and customizing SaaS products in alignment with customer specifications. Migrating data into the platform. Set up partners for long term success by facilitating a seamless transition to new operational workflows by delivering administrator, train-the-trainer, and end-user training sessions, and authoring training materials as required (including documents, decks, videos, etc.)

Demonstrated experience developing and managing government and public service accounts to sell high performance content management software for one of the leaders in the digital signage industry. Strategically manage the full project cycle with clients including scoping the project, negotiating the contract, assisting with creative direction, implementation, training, and on-going account support. Expertise in assisting clients with cloud, shared servers, private servers and hybrid-hosted deployments and supporting clients in choosing the appropriate hardware to achieve their goals. Coordinate and prepare RFP responses and oversee the public procurement process.

Expertly generated new business and managed accounts from initial inquiry or sales pitch through to character development and production, to delivery and ongoing support for custom-made mascot costumes. Oversaw Major Sports Accounts, North American Universities, Corporate Accounts, and all International Accounts. Effectively managed all client communications as their key contact and liaised with internal departments to provide high-touch customer service and ensure clients received deliverables on-time. Mentored and trained new sales hires.

Successfully produced and redesigned the CBC News Express Service Information Channel to six major Canadian airports utilizing the AudienceTV platform from Capital Networks Ltd. Effectively managed the project to be on-time and in-budget. Developed CBC design ideas and converted them into functional products, oversaw testing, and launched the new channel nationwide.

Excellent front-line client support, from initial sales pitch to delivery and project launch. Identified client needs, analyzed and translated existing schedules, and assisted with transition from existing platforms to new software and hardware. Designed and produced attractive, well-organized, easy-to-use information displays for a variety of markets, including broadcast cable, local community channels, corporate communications, place based advertising and hospitality. Training of clients and dealers. Software testing. In person and remote support.