Marc Maffey Email & Phone Number

Kitchener, On, Ca

Toronto, Ontario, Canada

Waterloo, Ontario, Canada

- Develop and implement strategies to enhance the customer experience and drive user engagement and satisfaction- Collaborate with cross-functional teams (e.g., Sales, Product, Marketing) to align customer success initiatives with company goals and objectives- Define and track key performance metrics (e.g., customer retention, renewal rates, adoption rates) useing data-driven insights to continuously improve customer success programs- Lead and mentor a team of customer success managers, agents and vendors, providing guidance and support to help them achieve both professional and personal goals - Build and maintain relationships with key customers, acting as a trusted advisor and advocate for their needs and interests- Proactively identify and address potential customer issues and concerns, working closely with internal teams to provide timely and effective solutions- Stay up-to-date with industry trends and best practices in customer success and apply them to the company's strategy and approach- Communicate regularly with executive leadership and stakeholders to provide updates on customer success initiatives and ensure alignment with overall company goals.

Waterloo, Ontario

Act as the primary point of contact for a portfolio of enterprise-level customers, providing technical guidance and support throughout the customer life cycleDevelop a deep understanding of each customer's technical infrastructure, business objectives, and operational processes, and use that knowledge to drive value and solve problems for the customerServe as a subject matter expert on the company's products and services, and work closely with customers to ensure that they are maximizing the value of their investmentCollaborate with cross-functional teams (e.g., Sales, Engineering, Product Management) to provide proactive and reactive technical support to customers, including troubleshooting, issue resolution, and escalation managementAdvocate for customer needs and interests internally, and work to ensure that the company is delivering high-quality products and services that meet customer expectationsDevelop and maintain strong relationships with key customer stakeholders, including executives, technical staff, and other decision-makersDefine and track key performance metrics (e.g., up-time, performance, customer satisfaction) and use data-driven insights to continuously improve the customer experienceProvide regular updates to executive leadership and other stakeholders on the status of customer accounts, including revenue forecasts, risk assessments, and growth opportunities.

Guelph Ontario

Plan and manage end-to-end integration projects, from scoping and planning to execution and delivery, ensuring that projects are completed on time, within scope, and within budgetWork closely with customers, internal teams, and external vendors to gather requirements, define project plans, and develop project schedules and timelinesMonitor and track project progress, identifying and mitigating risks and issues, and communicating project status and updates to key stakeholdersCollaborate with engineering and our centre of excellence teams to design and implement integration between the company third-party systems, and new acquisitions ensuring that integration are secure, scalable, and meet all needsConduct regular project meetings and status updates with cross-functional teams, customers, and external vendors to ensure alignment and progress toward project goalsDevelop and maintain project documentation, including project plans, timelines, budgets, risk assessments, and project status reportsFacilitate change management processes, including requirements gathering, testing, and deployment, to ensure that changes are made in a controlled and timely mannerDrive continuous improvement of integration processes and methodologies, developing and implementing best practices and process improvements to increase efficiency and effectiveness of integration projects.

Oakville Ontario

Train and educate customers on our new DC Expert systemAnalyze transportation routes to maximize economy by combining shipments or consolidating warehousing and distribution.Diagram supply chain models to help facilitate discussions with customers.Assess staffing levels to load, unload, move, or store materials.Implement new or improved supply chain processes.Analyze information about supplier performance or procurement program success.Document physical supply chain processes, such as workflows, cycle times, position responsibilities, or system flows.Analyze inventories to determine how to increase inventory turns, reduce waste, and optimize customer service.Manage activities related to strategic or tactical planning, inventory control, warehousing, and receiving.Design and implement supply chains that support business strategies adapted to changing market conditions, new business opportunities, or cost reduction strategies.

Project Management, Project Management, 4.0

Activities and Societies: Project Leader, Group Leader, Events Organizer Project Management methodology Scope, Risk, management, Human.

Criminology, Criminology, 3.7

Activities and Societies: Guelph Gryphons football team. Outside linebacker for the University of Guelph Gryphons football team.

Diploma, Police Foundations, 3.5

Police Foundations