As the Customer Success Lead, I oversee the daily operations of the Customer Success department, aiming to drive platform adoption across our customer base, leading to positive net retention rates.- Customer Success Program: Develop and maintain a strategic framework tailored to our segmented customer base, including specific success activities for each phase of the customer lifecycle, with playbooks (1:1, 1:many's, etc.) and engagement cadences.- Customer Health Model: Design and maintain a customer health model using relevant metrics and scoring mechanisms, based on customer data, to regularly assess customer health and take proactive steps to prevent churn and drive growth.- Churn Model: Build and refine a model that flags churn risks and includes mitigation strategies.- Customer Experience: Continuously evaluate and enhance customer touch points across departments at Betty Blocks, creating a more seamless and positive overall experience.- Content Creation: Create and deliver engaging content that inspires customers and supports them in their innovation goals.- Promote Customer-Centric Culture: Lead efforts to ensure a customer-centric mindset throughout the company, educating teams to adopt this approach in their roles.- Goals and KPIs: Set and track clear goals and KPIs, backed by a strategic plan to achieve these outcomes effectively.

As a Customer Success Manager, I was responsible for guiding customers in successfully adopting the Betty Blocks platform to achieve their desired outcomes.- Gained a deep understanding of each customer’s organization, challenges, and needs to set clear, actionable goals.- Developed and managed a tailored Customer Success plan to guide customers toward these goals.- Supported customers in building the skills and knowledge necessary to overcome challenges and drive forward progress.- Built strong, transparent relationships with customers, fostering trust and open communication.- Measured progress against key value metrics to ensure alignment with customer objectives.- Translated customer success into new commercial opportunities by identifying areas for further growth and collaboration.

As a Delivery Manager, I guided and trained customers from onboarding through to a scalable, self-sufficient application development program (Citizen Development), focusing on helping them achieve their objectives with the right mix of Betty Blocks platform use, skilled resources, professional services and Software Development Life Cycle (SDLC) best practices. - Conducted SDLC analysis to identify gaps and devised strategies to address them.- Provided expert guidance on SDLC best practices.- Created customized onboarding plans to drive early success.- Oversaw the delivery of professional services by tracking customer satisfaction, progress toward achieving objectives, and addressing any issues or escalations.- Streamlined project processes to align with Betty Blocks’ platform policies and ensure customer success.- Coached Project Managers on their roles and personal growth.- Documented lessons learned from each project for ongoing improvement.

As a Digital Project Manager, I delivered applications on the Betty Blocks No-Code/Low-Code platform for diverse clients, overseeing each project from start to finish to ensure customer success. I also contributed to optimizing internal processes, developing templates and documentation, and training new Project Managers.Initiation: Attended prospect and customer meetings to advise on business case development.Planning: Created Agile project plans, including scope, budget, and risk strategies, handled resource planning, and led project kickoffs.Execution: Facilitated Scrum events, managed stakeholders, resolved roadblocks, and guided the project team.Monitoring & Control: Tracked hours, costs, and deliverables, provided regular status updates, ensured quality, maintained customer satisfaction, and managed change requests.Closing: Recorded lessons learned and finalized projects with formal acceptance of all deliverables.

- Managed projects to keep the MSP program efficient and cost-effective, focusing on faster hiring processes and lower costs. This included overseeing every step of the project cycle, from planning to completion, using SAP Fieldglass to automate hiring, onboarding, invoicing, and reporting for all temporary staffing needs.- Built strong relationships with stakeholders, sponsors, and hiring managers, staying in tune with their needs and finding ways to continually improve the service.- Engaged and managed suppliers, handling contract negotiations to bring in new preferred suppliers and motivating current ones to provide the best talent and services at competitive rates for customer savings.- Supported recruitment efforts by helping hiring managers write appealing job postings and releasing them through the VMS, managing candidate submissions, and negotiating rates to find the best fit.- Guided hiring managers on SOWs for outsourced projects, setting up project agreements that align with the overall contract terms and designing the right invoicing structure—whether Time & Material, Fixed Fee, or Milestone-based.

- Led the MSP program for Sanoma Technology, making sure the process ran smoothly and met their goals. This included being the go-to problem solver for any escalations between Sanoma and its suppliers.- Prepared and led Quarterly Business Reviews with Sanoma’s main sponsors and stakeholders.- Analyzed and presented key metrics on spending, cost savings, KPIs, and SLAs to provide clear insights for Sanoma.- Launched and managed the second phase of the program expansion to new Sanoma business units, overseeing every stage from planning to wrap-up.- Guided change management with key stakeholders and hiring managers, helping them understand and adapt to the MSP process, addressing concerns and highlighting the program's benefits.

- Created the annual budget forecast, covering new sales, margin, costs, staffing, and expected results.- Developed the yearly branch activity plan with a clear vision, strategy, and roadmap to hit forecasted goals, and managed its day-to-day execution.- Supported and guided (Senior) Recruitment Consultants in their roles, helping them grow and reach their personal and professional goals.- Led a full performance cycle for the team, from setting goals and coaching to reviewing competencies and assessing progress.- Drove strategic commercial initiatives to expand our market reach, gain insights into competitors, and identify new recruitment and client prospects.- Ensured compliance with regulations by keeping accurate records on labor laws, collective agreements, and absentee management.Special Projects:- Organized workshops for Branch Managers (based on my thesis) to help them better support the development of their Recruitment Consultants.- Participated in HR project groups:>Career Network: mapped out growth paths for different roles.>Performance Management: refined our approach to reviews and documentation.>Compensation & Benefits: helped design a more comprehensive benefits package for employees.

- Managed relationships with our top client, ensuring they got the best service and support.- Created quotes and renewals for new and existing clients, handling pricing strategies and negotiating terms.- Led annual price reviews and adjustments with clients.- Researched the market to find and target potential new clients.- Oversaw payments to keep everything on track with agreed payment terms.- Trained and supported new Recruitment Consultants, helping them settle in and succeed.- Coordinated daily tasks with Recruitment Consultants to keep things running smoothly.- Reported to the Branch Manager and covered their responsibilities when needed.- Organized CSR projects, like job application workshops at schools, career coaching for students, and helping young job seekers prepare for the workforce.

- Searched for and pre-screened job candidates, finding great matches for open roles.- Matched candidates to job openings by learning clients' needs, interviewing candidates, and guiding them through their interview prep.- Kept a steady flow of new job openings to boost the branch’s market share, including cold calls, visits to prospects, and solid account management with current clients.- Advised clients on HR solutions that could improve their teams and help their business grow.Supported flex workers with HR advice—answering questions on contracts, pay, and labor laws. Acted as a case manager if they needed guidance during sick leave, and did performance reviews for workers assigned to client companies.- Handled HR administration, like drafting contracts, registering sick leave, creating reports for clients and headquarters, and handling weekly pay for flex workers.

- Hit sales targets by connecting with customers and recommending the right products, accessories, and warranty options to fit their needs.- Set up product displays that were eye-catching and inviting, making sure everything looked its best to attract customers.- Handled in-home installations and fixed technical issues on-site, making sure customers felt confident and satisfied with their new products.- Resolved customer complaints by listening, solving issues quickly, and following up to keep them happy and coming back.- Trained new team members on product details and sales tips, helping them get comfortable and succeed in their roles from day one.