We work with South African artists who create hand crafted product which we import to Canada. Our network of artists is growing and we are excited to introduce more products.

Developed and standardized critical CSM processes and procedures at Semperis, and implemented processes and procedures that have become the foundation and bedrock for the customer success process, as the company grew from 70 accounts to over 500 worldwide.o Built the onboarding/training checklist and documents for customer success. o Created SFDC CS use case documentation, developing a standard for the global team.o Created business templates in Salesforce to make the transfer of customers from sales to CS smoother.o Developed strategic presentation templates - QBR/EBR and roadmap.o Developed business templates for installed version and upgrade tracking for monitoring and reporting.o Monitored and drove CS lead expansion opportunities, driving customer retention and increased ARR.o Developed the playbook for customer journey from onboarding, through adoption, renewal, and expansion. o Develop the Early Adopters Program, engaging multiple teams across the organisation.o Designed hierarchies, requirements, and job descriptions for those in CSM. o Developed the processes for technical escalations that would keep things moving quickly.o Created flow charts for CS conversations with clients. o Scaled customer success processes over multiple iterations as the company grew rapidly.o Supported these processes/procedures and got them implemented globally. • Onboarded and trained all 6 members, providing mentoring and coaching, performance reviews, and other management duties. • Encouraged and supported autonomy and idea development in my team and the extended CS team.• Tracked NPS survey results and analyzed them for process improvements across the team.• Presented NPS results to product, outlining and detailing customer feedback, mapping this back to future product release versions.• Worked with VPs to develop and build out metrics and real-time tracking of CS key metrics; I worked through 2 new iterations of the KPI processes and procedures.