Roger Gervais Email & Phone Number

Canada

Fredericton, New Brunswick, Canada

Halifax, Nova Scotia, Canada

 Oversaw the entire lifecycle management of Social Studio, implementing strategic improvements and innovations that extended the product's relevance. Successfully orchestrated the retirement phase, ensuring a seamless transition for existing clients and minimizing service disruptions, resulting in a notable increase in customer retention during the transition period. Spearheaded two cross-functional engineering teams, instilling a continuous improvement and innovation culture. Implemented agile methodologies, boosting team efficiency and reducing time-to-market for new features and updates. Maintained unwavering alignment with organizational goals, fostering a high-performance environment that led to an increase in team productivity and a growth in customer satisfaction scores. Conducted thorough market research and competitor analysis, providing actionable insights that significantly influenced product roadmap decisions. Developed and communicated a visionary product strategy for Industry Solutions in Marketing Cloud Engagement, aligning it meticulously with market experts and customer requirements. Successfully translated the strategy into a tangible product roadmap, resulting in a significant increase in customer engagement and a growth in market share within the first quarter of implementation.

Fredericton, New Brunswick, Canada

 Delivered exceptional high-level support, resolving complex issues related to the Sonrai Dig platform on AWS, Azure, and GCP, achieving a substantial customer satisfaction rating and reducing resolution time. Implemented proactive troubleshooting methodologies, leading to a decrease in recurring technical issues and enhancing overall platform reliability. Executed a robust knowledge base system, contributing to a notable increase in user engagement with self-help resources and reducing support tickets. Served as the dedicated Customer Success Manager for high-profile clients, providing personalized support and acted as the main point of contact, increasing customer retention and overall client satisfaction scores. Authored comprehensive documentation articles, including implementations, how-to guides, and troubleshooting manuals, empowering users with self-service and reducing support inquiries. Acted as Project Manager for diverse initiatives, such as Professional Service Engagements, Community Website Implementation, and Trust Site Setup, ensuring timely delivery and exceeding client expectations, significantly increasing project completion rate.

Canada

 Acted as the main documentation writer for both internal and external documents for the Reputation Studio product. Facilitated regular calls with customers to help them achieve full value from Reputation Studio’s products. Helped onboard customers of various skill levels through their integration of Reputation Studio to their CRM of choice. Provided technical troubleshooting to clients and worked with engineering to address the issues and develop adequate solutions to real time problems.

Fredericton, Nb

 Curated and managed knowledge resources for Social Studio, significantly enhancing team efficiency and customer support quality, decreasing average issue resolution time. Authored comprehensive knowledgebase articles, ensuring a wealth of accessible information for support teams and customers, reducing support inquiries to a minimal level. Designed and delivered advanced troubleshooting training curriculums, enhancing team skill sets and reducing troubleshooting time. Maintained team dashboards and generated detailed reports, enabling real-time tracking of KPIs across the organization, facilitating quick adjustments, and ensuring an improvement in overall team productivity. Handled escalations focusing on delivering exceptional service, resulting in a 95% customer satisfaction rate and reduced escalations reaching higher tiers. Implemented a comprehensive guide and training for Tier 1 and Tier 2 support teams, optimizing performance issue resolution and leading to a reduction in escalated cases. Spearheaded the recruitment initiative, strategically identifying and onboarding 30 highly skilled Tier 1/Tier 2 engineers to the support team.

Product Management Certificate, Product Management

Business Administration And Management, General