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Executive Summary

Enterprise Customer Success leader with over 10 years of experience managing and growing Fortune 100 client relationships. Skilled in driving adoption of AI-driven solutions, leading change management initiatives, and translating complex technical concepts into strategic business outcomes. Passionate about responsible AI development and its transformative impact on enterprise success.

Work experience

2021PRESENT

Senior Customer Success Manager, Global (Enterprise)

BrightEdge Technologies
  • Own and manage customer success for 20+ global enterprise clients, primarily Fortune 100 companies, driving retention, upsell, and overall account growth
  • Achieve over 100% target retention and upsell goals, demonstrating a strong ability to maximize customer lifetime value and expand business relationships
  • Guide clients in building and optimizing SEO programs, leveraging research, actionable workflows, and reporting to drive measurable improvements in search performance
  • Collaborate with cross-functional teams- sales, consulting, support, and marketing - while engaging with stakeholders from manager to executive levels across SEO, content, web, eCommerce, and marketing teams
20182021

Senior Client Manager

Daisy Intelligence Corporation
  • Manage the relationship of Daisy's largest retail clients including Fortune 100 and Global Fortune 500 retailers, and assist them in using Daisy Intelligence's proprietary artificial intelligence technology to increase revenue and profits by optimizing promotional product and pricing decisions.
  • Led product development initiatives including the latest versions of assortment planning, promotional measurement, and launching competitor price monitoring solutions.
20162017

Manager, Retail Partnerships

AIMIA Canada (Aeroplan)
  • Managed several high profile Aeroplan retail accounts with cross functional teams on program design, strategy, marketing planning and execution, forecasting, P&L, reporting, and day-to-day partner relations.
  • Launched Aeroplan partnership with one of Canada’s largest home furniture companies and surpassed all KPI targets in first year.
  • Grew the revenue of a portfolio of small business and promotional Aeroplan partners by more than 40%, the largest annual growth of the portfolio in more than five years.
20142016

Account Manager

AIMIA Canada (Proprietary)
  • Manage the company’s largest proprietary loyalty program in partnership with internal Strategy, Digital, Analytics, Customer Service, and Agile Development teams as well as outside vendors.
  • Implemented and optimized a Customer Relationship Management strategy leading to a multi-million dollar lift in sales.
  • Developed engaging email campaigns resulting in click-to-open rates of up to 80%, 560% higher than the industry average.
20132014

CRM Specialist

Sony of Canada
  • Coordinated the company’s email marketing campaigns from end to end, resulting in an improvement in all CRM metrics over prior year including delivery rate, open rate, click through rate, and ROI.
  • Designed and implemented a product lifecycle communication strategy to improve customer loyalty and customer lifetime value.
  • Spearheaded an initiative to find and provide customer insights to all of the marketing and sales channels by data mining the national customer database.
20112013

Online Marketing Coordinator

Sony of Canada
  • Led Sony’s loyalty program, in partnership with TD bank, and through multiple strategic promotions was able to lift revenue by 20% and acquisitions by more than 450% resulting in a TD Bank award nomination.
  • Responsible for coordinating content and promotions of multiple e-commerce product categories including TV, Home Audio/Video, PlayStation, and Mobile, contributed to double digital growth across the categories.
20102010

Social Media Representative

Sony of Canada
  • Coordinated multiple online contests and campaigns involving the development and use of social media applications, video feeds, and mobile sites resulting in the reversal of Sony’s declining Canadian fan-base.
  • Created content and became the key spokesperson for selected media channels, including facebook and twitter. Developed communications reaching the company’s entire subscribed national customer base.

Education

2020

MIT Sloan School of Management
  • Executive Program Course - Artificial Intelligence: Implications for Business Strategy 
20092011

Richard Ivey School of Business
  • Graduated with a Bachelor of Arts, Honours Business Administration
20072009

Huron University College
  • Management and Organizational Studies