Martine Lachance Email & Phone Number

Montréal, Québec, Canada

Montréal, Québec, Canada

Montreal, Canada Area

Empower the Customer Success organization to operate effectively and efficiently by driving CS programs, evolving metrics reporting and increasing data tracking capabilities and continuously improving our processes.Lead team of Customer Success operations managers and analysts.Programs: • Partnering with Customer Success leaders, continuously refine our strategy around customer segmentation, engagement models, and one to many programs to optimize our resources for customer success, retention, and expansions. • Lead the coordination, delivery, and measurement of our Customer Success training and enablement program. • Develop data-driven programs to drive Customer Success Process improvements, improved customer service and ensure customer satisfaction and retention. • Oversee management of customer success initiatives. • Detect early signals of at-risk renewals, design playbooks for CSMs to address them, and provide path to escalation. Data and Reporting: • Define and continuously refine reports and dashboards to track leading indicators of renewals, expansions, and potential customer advocates. • Prepare reports and analytics for the Customer Success team, Finance and leadership team. • Leverage customer data to build customer experience knowledge (health and intimacy), to drive programs and decision-making. • Coordinate with internal teams to ensure an integrated approach exists to track customer engagement data. • Evolve CS metrics framework and cross-functional motions to generate actionable performance indicators. Processes: • Ensure owned processes are accurately executed (bookings reporting, order entry, etc.). • Lead the development and testing of key operational process improvements and scalability efforts across the Customer Success organization.

Montreal, Canada Area

The Customer Lifecycle Manager is a key customer advocate and leverage customer feedback, data analysis and benchmarking to develop and deliver new processes, improvements and automation, portal and systems improvements, end of life of legacy products, etc.I lead initiatives to improve and enhance the customer lifecycle, increasing overall customer lifetime duration, working closely with Product, Customer Success, Customer Operations, Finance and Engineering.

Montreal, Canada Area

Work with stakeholders to prioritize and scope engineering projectsIn a SCRUM environment, act as product owner for all activities of the sprintGather usage data, revenues by productMaster the internal and external tools used for the Cloud side of the business

Quebec City

Project management (Disciplined Agile Delivery)Business needs elicitation and prioritizationSupporting sales & support teamsStrategic and tactical planning

Quebec City

Gathering customer needs both onsite and remotelyTraining and support for users both onsite and remotelyCustomer configuration of the schedule optimization toolAs team leader of the consulting team :Hiring and training of other consultants, both in Quebec and OntarioPrioritization of projects and workCoordinating with the R&D department for enhancements and bugs

Montreal, Canada Area

Customer needs analysis for a major new version of the manpower scheduling application.User interface design to adapt to specific customer requirements.Market analysis to develop real-time digital punch clock.Functional analysis documents for all new featuresOverall implementation projects at several sites in Quebec, Ontario and the United States for major customers such as AbitibiBowater (Resolute).Training and support for users and expert-users.Recommendations to reengineer business processes to optimize the usage of the application.Document and explain customer needs to the R&D team for enhancement requests.Support to sales teams to prepare customer demos.Business analysis and competitor evaluationTechnical writer, English and French documentation:Complete user manual« Quick Start » guides for user trainingsAll other documents related to the software applications.