- Managed teams supporting Amazon SMB and mid-market customers, totaling over 500 customers and $7MM in ARR, along with Instacart and Target clients contributing a further $1MM in ARR- Oversaw a specialized team focused on Walmart customers, contributing an additional $500k in ARR- Provided coaching, training, and performance management for all team members, encouraging individual skill development, and fostering their career growth- Collaborated cross-functionally with various company departments, including marketing, sales, revenue operations, customer enablement, and support teams- Led initiatives to enhance customer journey quality and reduce cost-to-serve- Managed customer escalations effectively and tracked performance metrics, including NRR, upsells, and churn- Crafted a long-term team vision to adapt to evolving business and customer needs as the company gradually doubled in size- Achieved a stable churn rate while increasing the portfolio size and boosting overall ARR by over 30% within 12 months- Acted as an executive sponsor for key marketplace clients, including those on Walmart, Instacart, and Target- Pioneered the growth of the SMB/Mid-Market team from 3 to 8 members as the first people manager hire on the Customer Success Team

- Led the Onboarding, Account Management, and Customer Care teams- Identified KPIs with highest potential impact on success and created reporting to help measure this data- Monitored metrics and developed actionable insights to improve service efficiency and effectiveness- Introduced new performance management framework to be used by Team Leads with their direct reports- Built customer success knowledge base to ensure service accuracy and consistency across teams- Helped create a clear vision for each customer-facing team by developing a strong value-driven culture- Collaborated on the launch of a new product and ensured teams were effectively set up to handle onboarding

- Managed operation of all Uber service centres (Greenlight Hubs) across Eastern Canada- Improved team performance within 6 months, re-aligning local targets with global expectations- Coached and guided multiple Team Leads on performance management, budgeting, communication, analytical decision making, crisis management, personal career growth- Analyzed quality/efficiency metrics and used data to direct strategic decision-making process- Recruited new members and grew team by approximately 30% to meet increased demand- Led team through various challenging change management scenarios including company restructuring, heightened public scrutiny, and pivoting team responsibilities during pandemic- Conceptualized and launched key performance and morale initiatives to help clarify goals/expectations and foster a safe, healthy, and competitive work environment- Developed regional growth plan involving rapid facilities, leadership, and frontline expansion- Launched centre in Quebec City while ensuring project remained under budget and on time- Collaborated closely with various company stakeholders including marketing, legal, and driver growth teams to help successfully navigate challenging regional regulatory environments

- Established and managed company’s new internal sales development team- Hired, trained, and coached new core members as part of the team’s official launch- Helped team directly contribute to over 15% of the company’s total revenue within 6 months- Designed cadence and content for all cold and warm outreach campaigns using SalesLoft- Monitored performance using clear and distinct key performance indicators and identified team and individual successes using list of achievable objectives and key results- Held cross functional team meetings to help improve customer journey touch points- Liaised and collaborated extensively with CRM, product, and operations teams to ensure sales funnel was accurately reflected in Salesforce and easily manageable by all teams- Fostered and encouraged a healthy competitive spirit among team members by running fun and creative monthly sales contests and organizing numerous team-building outings - Improved visibility and transparency amongst the demand teams by creating performance dashboards and reports to help others gain insight into my team’s day-to-day activities- Provided additional admin support for team when workload intensified during peak season- Conducted weekly 1:1 performance meeting with each individual team member

- Managed portfolio of 60 major drug and food retail accounts in Montreal (including Walmart, Jean Coutu, Pharmaprix)) with yearly revenue averaging over $10M- Helped regional Quebec sales team regularly achieve sales goals by negotiating secondary displays, increasing in-store visibility, and promoting cross category sales- Conceptualized and executed creative sales promotions including VIP consumer events, holiday-related contests, seasonal street sales, and major event cross promotion- Maintained in-store look and feel of all brands while ensuring maximum store visibility- Prepared sales reports, event presentations, analytical frameworks, and selling tools- Developed new training guidelines and provided support and guidance for all incoming commercial and marketing trainees to the regional Quebec team- Built successful business relationships by meeting customer needs, promptly resolving problems, and placing recommended product and merchandising orders

- Critiqued and evaluated resumes, academic CVs, cover letters, and letters of intent- Conducted regular and medical mock interviews for students and provided constructive feedback, opportunities for self-evaluation, and useful tools to help improve performance- Administered mentoring services at school sanctioned workshops and career fairs

- Coordinated resources for all guided tours of the Supreme Court of Canada including daily bookings, welcoming committees, VIP guest tours, and general guide assistance- Ensured quality standards via physical observation and gathering visitor feedback- Collaborated with multiple parties including Protocol office and on-site RCMP detachment during VIP, political, and foreign delegation visits

- Organized and processed all office travel arrangements and reimbursements- Collaborated with financial officer on budget forecasts and expenditure evaluation- Corresponded extensively with chair holders, universities, and external contractors

- Created and implemented a new conference reservation system in order to improve a manager’s ability to evaluate and prioritize divisional travel- Facilitated and administered hiring processes such as computerized testing and post-testing evaluations for positions ranging from clerical to managerial