Barbara Carey
Burlington,ON
Summary
Customer-focused Account Manager & Implementation Specialist with 10+ years of experience in SaaS onboarding, client success, and platform support. Proven ability to guide customers through onboarding, configure systems to client needs, and ensure long-term adoption and satisfaction. Strong background in data accuracy, process improvement, and cross-functional collaboration, with a proactive approach to managing client health and delivering high-quality customer experiences.
Overview
30
30
years of professional experience
Work History
Account Manager / Implementation / Onboarding /Direct Support Professional
Great Exposure/Campuslogin
04.2016 - 03.2026
- Led end-to-end customer onboarding, guiding clients through platform setup, training, and adoption to ensure long-term success
- Conducted live onboarding sessions and Q&A webinars, helping clients navigate self-service learning and platform functionality
- Recommended and supported custom platform configurations based on client workflows and operational needs
- Monitored onboarding progress and proactively followed up with clients to maintain timelines and engagement
- Performed data validation and quality checks to ensure accuracy and integrity of client information
- Managed and responded to customer support inquiries, troubleshooting issues and coordinating resolutions
- Built and maintained a client tracking dashboard to monitor onboarding progress, identify risks, and improve visibility
- Escalated at-risk accounts and collaborated with internal teams to resolve issues efficiently
- Partnered with Sales, Support, and Development to enhance the customer experience and improve product adoption
- Identified opportunities to improve onboarding processes and increase customer retention and satisfaction
Director Of Student Finance & Admissions
Everest College
- Managed operations in highly regulated environments, ensuring compliance with government and internal policies
- Led teams to achieve performance goals while maintaining data accuracy, reporting integrity, and audit readiness
- Improved operational efficiency through process optimization and performance tracking
- Monitored KPIs and flagged risks to leadership, ensuring proactive issue resolution
- Delivered training and coaching to staff, fostering continuous improvement and strong customer outcomes
- Achieved top performance metrics including audit results, satisfaction scores, and financial targets
Education
MBA - Human Resources
University of Florida
Orlando, FLBachelor of Science - Business Management
University of Florida
Orlando, FLSkills
- Customer Onboarding & Lifecycle Management
- Quality Management Systems (QMS) Support
- SaaS Implementation & Configuration
- Data Integrity & Quality Assurance
- Customer Support & Troubleshooting
- Client Health Monitoring & Risk Management
- CRM & Support Ticketing Systems
- Training, Webinars & Q&A Facilitation
- Process Improvement & Workflow Optimization
- Cross-functional Collaboration (Sales, Support, IT)
Certification
Negotiation and Mediation in the Workplace – York University (Osgoode)