Leyla Bambury Email & Phone Number

Vancouver, Bc, Ca

Vancouver, Bc, Ca

- Collaborate with other business leaders on the changing needs of the business with a special emphasis on implementing scalable workflow processes, including customer and expansion strategies and methodologies- Lead, coach, and mentor high-performing Senior & Strategic Customer Account Managers by creating a culture of partnership, growth, and ongoing learning, while ensuring alignment to strategy and goals to drive success and customer value- Ensure revenue forecast accuracy by working closely with the team to uncover business risks and expansion opportunities - Maintain and develop key customer relationships, focusing on customer outcomes and market expansion- Partner with Sales, Marketing, and Product Leadership to build a world-class GTM motion that enables our customers with the strategies, tactics, and tools they need to be successful on social media

Vancouver, Bc, Ca

- Drove Customer Success outcomes, increased customer retention by ensuring product adoption and customer satisfactionHired and continually coached a Customer Success team to maximize customer value and build trusted relationships- Lead and managed a high-performing team, including selection, coaching, mentoring, development, performance management and all other people-management practices, including DE&I- Collaborated with senior leadership to ensure alignment across multiple regions by facilitating strategic planning, developing operational plans, deploying new processes, and creating efficiencies across the Customer Success organization- Managed onboarding and implementation, including customer training, ongoing support, and customer renewals-Enabled the team to define and execute appropriate engagement strategies based on both size and complexity of an expanding book of business.- Served as the senior most escalation point for your team’s clients to ensure high quality deliverables, solutions and client management on projects and resolve significant complex account issues-Provided leadership and guidance in operationalizing high impact, high visibility strategic projects within Customer Success. Develop, implement, monitor, track and report on project plans, schedule and timelines

Vancouver, Bc, Ca

- Focused on delivering an optimized customer experience that will increase organic growth while working with our internal teams to ensure that opportunities are capitalized on- Driving the alignment of customer retention and sales expansion with existing and new accounts- Creating and driving playbooks of excellence- Developing best practices and processes- Leading and growing the team, providing a hands-on approach

Vancouver, Bc, Ca

- Led the Renewal Management Secondment at Hootsuite (Aug 2020 - April 2021)- Drove the strategic plan for the Renewal Management organization- Focused on business strategy and transformational initiatives that drove growth through gross renewals and net retention improvements - Drove cross functional engagement across Customer Success, Sales, Partners, Finance, Data & Insights, and Sales Operations to prioritize key business initiatives, change management, strategy implementation and execution - Worked closely with the leadership teams to drive, align and execute against the vision and strategy in each region and business department to ensure alignment- Designed experiments to test the impact of various factors of our renewal, up-sell/cross-sell possibilities and their comparative impact on renewal rates-While leading the Secondment, I also drove customer success outcomes by empowering my team to deliver consistent customer journey through a prescribed customer engagement strategy-Focused on excellence in execution and created organizational objectives and strategies and production of work towards achieving targets-Focused on the leading indicators of retention in order to drive customer value with our customers by helping them achieve and surpass their business objectives and outcomes -Empowered the team to execute appropriate engagement model based on ARR and product complexity-Lead and developed a world class team of Customer Success Managers by hiring, developing and retaining a talent pool of high performers

Vancouver, Bc, Ca

- Managed Top Fortune 500 clients in North America in the Technology, Media & Entertainment Industry- Owned a ~$4M book of business (~30 customers)- Tracked, forecasted and closed renewals, up-sells and cross-sell opportunities with each client account- Developed and maintained a trusted advisor relationship with each client account to drive measurable business value from Hootsuite’s products, services and partners-Provide best practice deliverables such as Coaching Calls, Business Reviews, Customer Success Reviews, Success Planning to ensure the customer is receiving the value expected from their Hootsuite partnership- Conducted contract negotiations and developing business case proposals As a Team Lead, I worked closely with Customer Success leadership to develop and execute strategic projects and initiatives related to improving employee engagement and business KPI outcomes.- lead, developed and facilitated processes to create operational excellence- coached, mentored and assisted other Customer Success Managers as a trusted liaison between team members and leadership- established relationships with key internal stakeholders to develop and improve department and cross-functional processes

Vancouver, Bc, Ca

- Responsible for establishing productive and trusting relationships with some of the world’s most prestigious organizations- Supported clients’ social media strategies- Advocated the full use of Hootsuite’s Enterprise-level product, and contributed to the overall positive image of the company- Executed the implementation of Hootsuite Enterprise across organizations in conjunction with multiple stakeholders- Comprehension of Hootsuite Enterprise and provide product demos, best practices, and present new integrations- Communicated with clients to ensure robust account activity and account growth- Created a trusting and long-term relationships with multiple decision makers/influencers per account- Liaise with Sales Executives in pursuit of account growth and new business potential- Coordinated with support, service and management to exceed account performance and customers’ expectations- Secured clients’ annual contract renewals

Austin, Texas, Us

Passionate about helping startups develop their Customer Success strategy | I am able to advise on how startups can help their clients succeed in their business goals | how they are able to increase revenue | build a strategy to grow accounts, drive advocacy, improve retention, reduce churn | optimize onboarding, accelerate user adoption, and gain a deep understanding of users.

New York, New York, Us

Invited to be a Customer Success Coach for the Catalyst Coaching Corner, an application-based program that pairs people who are aspiring to become leaders in Customer Success or other post-sales functions, or who wish to elevate their career with experienced industry leaders for monthly coaching sessions. Apply here: https://catalyst.io/coaching-corner

Richmond, British Columbia, Ca

- Developed strong relationships with key contacts and became the point person for all their inquiries and requests- Developed and maintained ongoing relationships with sales representatives and managers to facilitate effective communication of our customers needs- Managed all areas of customer service and customer relationship management- Served as an internal advocate for customer experience- Maintained and enhanced the reputation and experience of LIJA customers as a leading fashion forward athletic apparel company in our market segment through effective account relationship management- Facilitated issue resolution with customers and created an exceptional customer service experience- Sales team support: prepared and up kept seasonal selling tools and assets - Product knowledge: communicated and differentiated our product with every customer interaction- Defined, managed and communicated customer related metrics and reporting including tracking, processed orders, managed return authorizations, and analyzing customer issues, monitoring- Coordinated order fulfillment from executing purchase orders, shipping/deliveries and account management- Prepared and worked closely with a variety of reporting: sales, inventory activity, and close outs

Vancouver, Bc, Ca

- Provided support in the administration and promotion of departments by coordinating the utilization of the facility as well as the day-to-day operations of the departments programs- Carried out administrative duties, using systems and processes relevant - Recruited, trained and supervised students from campus Work Assistance Program (SWAP) - Administration of athletic events by performing support functions related to promotion, event management, department fundraising, annual awards banquet, minor official scheduling and training-Administration of intramural events by assisting with internal promotion, staffing, planning, scheduling and other related duties- Enhanced participation by organizing and delivering an appropriate range of activities and programs- Provided internal customer support of daily activities and needs- Fulfilled department requests including maintenance and general repairs within the facility- Worked with vendors and campus facilities management team to assist and facilitate repairs or needs of facility

•Responsible for all event logistics: including set-up, equipment, players packages, scheduling and reporting•Primary supervisor for site, including registration/database management, check-ins, set ups and tear downs•Built strong relationships with the venue hosts, logistics providers participants, sponsors and volunteers•Assisted Tournament Director with any additional tasks when he was unavailable

- Reported to Squash Director and Tennis Director and General Manager- All aspects of the coordination of athletic and recreational programs and facilities serving both internal club members and external user groups - These functions included the systematic management of all administrative and operational needs associated with programs development and implementation- Assisted in the development of promotional strategies for programs and facilities- Coordinated events including entries, draws and registration for all lessons, programmes and racquet related event as well as assisted during the event- Successfully assisted in execution and planning of Squash Canada’s most prestigious event, Squash Nationals, with over 350 players participating from across the country during this three day event- Facilitated member liaison through response to e-mail, phone calls, web site and newsletter queries and requests

University Park, Pa, Us

Bachelors Of Science, Business Management Major With International Business And Recreation, Park And Tourism Management

Associate'S Degree, International Business