Vancouver, British Columbia, Canada
Results focused customer support leader with over ten years of front line experience developing and managing teams to add value to the customer experience. Known for setting and achieving goals through working collaboratively with staff and peers.
Provided account management for enterprise clients (BC health authorities and equivalent) with 2 direct reports to strengthen client relationships and identify ways to add more value to client's usage of Intrahealth's electronic medical record software. Responsible for discovering how Intrahealth's software fit into enterprise client's strategic plans and identifying opportunities to expand software usage and services. Acted as internal client advocate working with product management and development teams to provide feedback for feature enhancements and software defects.
Delivered implementation and onboarding activities, project management, account management and support for 400 WaterTrax customers with 4-6 direct reports. Performed customer profile reviews through on-site visits across Canada and US and scheduled calls to capture customer experience with WaterTrax software. Qualified and prioritized customer issues and feature requests with product management and development team.
Responsible for providing support and maintenance for ~900 users, production systems and utility measurement project customers with 14 direct reports. Performed on-site visits for selected clients and projects across Canada and US. Designed and implemented call centre workflow and increased efficiency of training team through creating videos to promote self-service client options .
Managed team of 10-17 direct reports to provide support across various channels (end user complimentary/paid support, channel partners, key account and maintenance customers). Strengthened relationships with key account customers by performing periodic on-site health check visits and quarterly management conference calls resulting in annual maintenance renewals and increased revenue through services opportunities and training/consulting.