Mathieu Renaud Email & Phone Number

Ottawa, On, Ca

Canada

Ontario, Canada

In this role, I bridge the gap between the customer and various business units, including Support, Customer Success, R&D, Product Management, and Sales, to comprehensively address customer needs in an account support operations approach.• Provide exemplary account management for a portfolio of mid-to-large sized customers, fostering long-lasting relationships and delivering personalized guidance, expert advice, and proactive health monitoring.• Act as the dedicated point of contact for customer escalations, expertly managing the resolution process to closure, while providing timely status updates and feedback to both customers and key stakeholders within Kinaxis.• Serve as a trusted advisor for Premier Support mid-market customers, efficiently routing queries and issues to the appropriate resources within Kinaxis to ensure swift and effective resolutions.• Collaborate seamlessly with various Kinaxis business units, including Support, Customer Success, R&D, Product Management, and Sales, to address customer needs comprehensively.• Maintain up-to-date knowledge of our mid-market customers' environments, their use of Kinaxis products, and diligently manage their site profiles.• Proactively communicate with customers, delivering important information related to product updates, patches, upcoming infrastructure maintenance, and any other technical details that could impact their usage or solution.• Conduct Regular check-in calls and support case reviews, generate status reports of technical support activities, and effectively communicate next steps, action items, and meeting minutes.• Act as an advocate for Kinaxis Support, actively identifying new opportunities through collaborations with Sales, Customer Success, Professional Services, and Strategic Services

Ottawa, Ontario, Canada

• Developed and implemented SaaS onboarding programs, documentation, instructional videos, and standardized employee training, resulting in a 18% increase in new customer adoption rates.• Collaborated with project managers to develop a clear and global vision of program objectives, communicated with stakeholders, and assisted in development and deployment planning for approved improvement projects.• Contributed to the design and implementation of optimization solutions, reviewing them to meet defined performance objectives and identifying areas for improvement.• Implemented tool stacks with Drift and Appcues integration for product marketing and ease-of-access to customer support, resulting in a 20% increase in customer satisfaction ratings.• Worked with analytics team to develop viable metrics for program analytics and track progress towards key performance indicators.

• Provided strategic direction and coached success team members for daily tasks and assignments, resulting in improved customer satisfaction and retention rates.• Diagnosed and resolved complex client issues utilizing various tools and systems and guided clients through corrective steps, achieving a high resolution rate and positive customer feedback.• Delivered effective solution demos and technical training through online mediums and in-person, contributing to the adoption and success of Epiphan Video's products.• Constructed the customer success SaaS model and developed the managerial accountability model, resulting in improved efficiency and value for both the customers and the company.• Analyzed and developed various process improvement opportunities affecting change to bring better efficiency and value to customer and company using varying tools and services.

Ottawa, Canada Area

• Troubleshoot and resolve technical issues related to Epiphan Video solutions, ensuring a high level of customer satisfaction and retention.• Assist with pre-sale inquiries for potential new customers and repeat customers, providing detailed information on product features and benefits.• Provide audio consultation on new and existing product development, contributing to the successful launch of new products.• Hosted weekly company live stream on Facebook and Youtube, increasing brand awareness and engagement.• Provide internal technical and IT support for Ottawa office employees, ensuring a smooth and efficient workflow.• Setup and conduct technical demonstrations of products and networking at international trade shows, resulting in increased product adoption and customer satisfaction.• Prioritize workload through ticket tracking system and effectively communicate with customers and colleagues, ensuring timely resolution of technical issues.

• Shipping and receiving of all products and packages for the store• Administrative and clerical tasks, customer service, cashier, etc• Oversee daily office operations for back-of-house employees• Manage, motivate and assist back-of-house team• Prioritize workload and communicate effectively• Compose outgoing correspondence and reports for managers• Assist with special set-ups and propose ideas/solutions

• Audio Recording for Music, Voice-Over, Foley• Experience designing audio for animation and video• Engineering sound for live shows and concerts• Experience teaching audio workshops• Experience composing scores for video• Experience purchasing and maintaining A/V equipment• Assist with installations and technical support as required• Experience writing correspondence and contracts

Ottawa

Assist the shipping and receiving staff, packaging products and quality control. Process large shipping orders

• Shipping/Receiving of major equipment and products for R&D• Update and maintenance of internal databases• Archiving, filing and clerical work for audits and referencing• Supporting IT groups in the lab with fiber optics and tracing• Integration of new internal database and cross-referencing information for input to the new system• Archiving and filing pertinent documentation for database transfer and shipping• Connection tracing and termination of obsolete fiber optic connections for R&D• Drafted and prepared documentation for product migration for China, India and Texas

• Point of contact for customer service and point-of-sales• Dealing with customer challenges, proposing solutions, using sound judgement• Printing and processing of photos and prints• Chemical process mixing for photo development• Processing of framing, lamination and stock orders

Clerical duties, direct and organize the volunteer staff, assist in the production studios creating station IDs, advertisement, recording interviews, hosting radio shows, receiving and cataloging various music genres, updating the music library

Sound Engineering, Art/Art Studies, General

Secondary School Diploma