Oksana Horbach Email & Phone Number

Toronto, ON, CA

Los Gatos, California, US

A member of the Customer Experience leadership team responsible for building, shaping and delivering on programs supporting new hire onboarding and the ongoing enablement, quality management, information sharing, and career development for global Support and Customer Success teams. Working closely with Support and Customer Success leadership to prioritize.

Los Gatos, California, US

Advocating to help shape product decisions based on customer feedback. Operating as strategic, consultative partners using industry know-how and best practices from each of our customers to up-level and support every Xactly user. The goal is to impact overall customer satisfaction by working collaboratively with Customer Success Managers to provide.

Los Gatos, California, US

(Please see below, a continuation of the same role for Obero SPM post-acquisition).

Vaughan, Ontario, CA

Managed 50 Obero SPM accounts representing 1.7M ARR. Maintained client relationships, onboarded new clients, provided client training and enablement, escalated product issues, and secured customer advocates. Established and co-managed the Obero Product Support team. Provided technical support to Obero SPM clients. Configured and maintained the Zendesk.

Armonk, New York, NY, US

Oversaw global operations of software education services for Business Analytics products including sales and delivery, and P&L oversight for margin attainment. Managed the team responsible for supporting education development and delivery.

Armonk, New York, NY, US

Post-acquisition by IBM of Varicent Software, additionally managed the Varicent Education Delivery team (May 2012). Certified and delivered product training (as needed) for TM1 (now IBM Planning Analytics), and Varicent.Also, a continuation of the previous role - please see the description below.

Reestablished the Education department for Clarity Systems software, Corporate Performance Management solution. Managed a team of trainers (3) and technical writers (2). Provided strategic direction for the department and managed daily operations including negotiating training contracts, resourcing trainers, maintaining public training schedules, and.

Led and managed multiple client implementation projects. Led project planning, analysis and design session (Joint Application Development (JAD)) with clients. Documented project deliverables including the business requirements documentation, Statement of Work and project plan based on the results of the JAD session. Managed multiples projects.

Implemented financial budgeting, planning, analytics, scorecards, and dashboard solutions for clients. Installed, configured Clarity software, built and tested complex Clarity templates and reports based on client specifications and required functionality. Implemented project tasks as assigned within the allotted time and based on established requirements..

Provided post-sales professional services to clients for DataMirror data integration software. Lead Project Definition Workshops to analyze client requirements, design appropriate solutions, and develop project objectives. Installed, configured, and implemented solutions based on defined client requirements. Troubleshot product issues and liaised with.

Delivered technical training to internal and external clients for the DataMirror software product. Developed new technical training courses and updated exisitng courses. Implemented the DataMirror Orientation web site with the Education Team -- performed requirement analysis, site design development, consulted stakeholders and subject matter experts for.

Markham, ON, CA

Provided guidance to the support team for the Trillium student information management system. Trained support and training personnel advanced functionality of the Trillium application. Facilitated the support team in the development of the skills necessary to perform in-depth analysis and resolution of support calls. Liaised with and provided on-site.

Markham, ON, CA

Managed the testing team for the Trillium Student Information Management system. Coordinated and supervised all testing functions. Introduced testing automation by implementing SQA Team Test. Liaised with the development team lead to appropriately assign and prioritize product issues.

Markham, ON, CA

Provided testing support for the Trillium Student Information Management system. Developed test cases, provided user acceptance and regression testing of the application.

Markham, ON, CA

Provided remote and on-site product support and training on the Trillium Student Information Management system. Developed training materials for training end-users and internal employees.

Kingston, Ontario, CA

Developed and delivered Computer Science courses for adult learners including a first of its kind "Introduction to the Internet" program. Built and maintained a computer lab with a limited budget (assembled from components) and wired the classroom to be Internet-ready. Drove registrations to adult education courses through a variety of marketing efforts.

Leadership Essentials Certificate

Project Management Certificate

Bachelor Of Education, Computer Science, Math, Geography, Co-Operative Education

Bachelor Of Science, Computing And Information Science