I love helping businesses improve the way they manage company expenses and creating an environment where employees enjoy their work in a more fulfilling way.At Pleo I work to empower employees to work more autonomously while managers have full visibility and control over all company spending. which helps organisations to make performance management a year-round process rather than a once-a-year appraisal. As Customer Success Manager, I oversee the customer journey as well as managing client implementation and ongoing education and advocacy. To take a look at some of the customers who have shared their journey with us: https://www.pleo.io/en/customers/

- Experience overseeing the onboarding, training and support provided to promote adoption and client value. - Gained a strong understanding of the clients’ business objectives. - Measured on retention and growth through upsells, delivered webinars to showcase and demonstrate advanced administrator tricks, new features, and use cases. - Leverage predictive analytics and data to mitigate churn using Firmex’s data warehouse and client success tools. - Collaborated with Account Management to find opportunities to create custom Proofs of Concept (POCs) and demonstrate new solutions to existing users and new users/groups. - Worked with Sales to provide POCs to support for strategic sales cycles (presale) byevaluating the customer's needs and creating a solution. - Acted as Project Manager for strategic transaction clients. - Owned the client and show subscription value to take on direct administration (white-glove service) on behalf of clients as requested and in accordance with Statements of Work.- Documented findings from customer interactions and communicating them to internal teams.- Provided top-notch customer service and technical support to business professionals from around the world via telephone and e-mail. - Recognized and investigated more complex issues. Accurately logged support cases and resolutions in a CRM software system. - Brought technical expertise and advise clients of best practices to ensure routine issues and obstacles are avoided. - Assisted with professional services offerings such as creating and shipping materials to clients. - Created and circulated to internal documentation to assist peers with common issues and advised the technical development team of possible bugs.

- Assisted in conducting an industry-wide investigation highlighting opportunities for CEO’s growth & strategy plans. - Gathered management buy-in and re-designed the customer success model to maximize customer impact. - Developed, trained, and rolled out customer-centric sales & marketing strategy, leading to an increase in walk-ins. - Was part of the team responsible for growing Evercondo into a profitable business with measurable impact, industry recognition, and 3000+ users in condo buildings around the world. Involved in all aspects of the business including strategy, product development, sales, marketing, operations, client relations, and recruitment along with management of events and conferences.- Responsible for implementing, training and transitioning the team to use CRM tools, including the set-up and creating of the process surrounding such additions as Hubspot. - Successfully led a Customer Success team on improvement projects by creating and executing project plans, facilitating cross-functional meetings, mediating opposing client expectations, and attaining future state objectives within allocated timelines.

- Sales including new client acquisition and existing client renewals and upsells. - Contacted all product vendors, hosting a join.me to encourage their participation. - Completed Vendor Sell to have the program run completely on vendor funding. - Created content and copy for online and print promotional materials- Set-Up and updated all social media platforms. Coordinated a Customer Success Team. Dealt with customer and client concerns. - Ensured both the client as well as the team were properly on-boarded and comfortable with all elements of the program. - Hosted weekly client meetings through Join.Me, Skype and Cage and compiled all relevant data for post-event and post-promotion reporting. - Presented all material to client and making suggestions for future programs. Experience facilitating multi-departmental collaboration, and producing highly detailed and dependable support

Created content for Online pages including Blogs, Personal Biographies and updated all programs on the Upcoming Events pages. Met regularly with industry leaders to build the brand of the publication.Interviewed event participants and submitted the comments to management. Updated social media pages. Ensured timeliness and relevance when publishing content. Attended meetings with publishers, editors and journalists. Used social media and online marketing tools to analyze the success of posts and specific content such as placed product advertising. Acted in a customer service role completing all publication renewal requests and fielding concerns and comments from users.

• Contacted potential sponsors and event donors.• Created sponsorship packages for the event sponsors.• Worked with a sales team to sell sponsorship packages and increase revenue. • Contacted potential vendors and event attendees. • Created a critical path schedule which included all elements of the event. • Presented weekly to event team to update the critical path and assess dates and deadlines.• Worked with venue to create a floor plan with proper flow and adequate seating for guests.• Hosted pre-event seminars from volunteers and staff to go over all necessary information.• Dealt with attendee concerns.• Documented and reported all vendor and sponsor concerns for post-event reporting.• Orchestrated event set-up and take-down among a team of talented volunteers.

• Spoke to groups of potential students about the Varsity Sports Activities offered at the College. Worked in an advisory role to future students.• Encouraged participation and facilitated a question-answer period. Worked with the Dean of Admissions to promote on campus services. • Completed daily reports on promotional activities within the school. • Prepare audio and visual material for meetings with the Event and Marketing Coordinator. • Created and administered surveys and evaluations to measure the success of the promotional efforts and marketing campaigns. • Met daily with a facilitator to assess budget goals and the effectiveness of the campaign. • Worked with client to create an online marketing campaign to boost the image of the company. • Created a plan while working within a set budget. Exercised creativity and transparency when analyzing the campaign along with company goals and objectives. • Created a time line and a plan to execute the companies marketing objectives.

• Executed an event that would have cost upwards of $9, 000 on a $0 budget through donations and sponsorship to raise funds contributing to the one million dollar goal set out by the Creating Magic partnership. • Created an original event theme and executed it following a detailed Critical Path. • Worked with a graphic design team to create a logo and theme to be used on all event collateral. • Created a sponsorship package with multi level sponsorship options of Gold, Silver and Bronze. • Contacted potential sponsors and donors. • Pitched event concept to sponsors and donors.• Created donation forms and secured all silent auction items.• Trained and led a team of event volunteers. • Hosted the evening event program which included dancers, singers and comedy acts. • Represented the Children’s Wish Foundation to the highest possible standard. • Encouraged donations and bidding during the event to boost revenue for the charity. • Created event surveys and assisted the volunteer team on distributing the material.• Compiled all post-event material and presented the report and suggestions to board members of the Children’s Wish Foundation as well as College designates.