Courtney Muir
Www.linkedin.com/in/muircourtney
Summary
Customer-focused professional with a track record of engaging and retaining customers throughout the customer lifecycle. Utilizes a consultative approach and strategic partnership with the CX team and customers to exceed basic support, ensuring success and satisfaction. Collaborates effectively with cross-functional teams to drive customer success initiatives aligned with company goals. Demonstrates strong leadership skills in managing customer success and support teams, growing those teams by 50% while maintaining high employee retention. Analyzes customer feedback and market trends to identify service enhancement opportunities, translating feedback into product requirements and driving initiatives to improve satisfaction and loyalty. Proven ability to build, grow, and improve internal processes resulting in significant improvements, including a 20% decrease in bad debt and a 15% increase in product adoption through sales and onboarding process improvements. Independently implemented two customer relationship management platforms, increasing team productivity, customer insights, and expanding internal tools for KPI development and execution.
Overview
19
19
years of professional experience
Work History
VP Customer Experience
CarriersEdge
07.2023 - Current
- Cultivates a positive work environment that fosters employee engagement, increasing retention rates, and boosting overall team morale
- Tracks trends and suggested enhancements to both challenge and refine the company's product offerings
- Develops high-performing teams by providing mentorship, guidance, and opportunities for professional growth
- Boosts client satisfaction rates through exceptional relationship management and prompt resolution of issues
- Recruits, hires, and trains remote personnel, working to establish key internal functions and outline scope of positions for new organization
- Facilitates cross-departmental collaboration for improved decision-making processes within the organization
- Improves project efficiency with strategic planning, resource allocation, and time management practices
- Works closely with both HR and Financial department, reviewing monthly financials and assisting with the development of HR processes and policies.
Director, Customer Experience
CarriersEdge
02.2022 - 07.2023
- Developed and implemented success strategies and processes to ensure client satisfaction and retention
- Lead, grew and managed the customer success and support team, fostering a culture of excellence, empathy, and continuous improvement
- Served as a senior point of contact for key clients, building and maintaining strong relationships
- Collaborated with cross-functional teams to align customer success initiatives with company goals
- Analyzed customer feedback and market trends to identify opportunities for service enhancements and new feature development
- Developed and implemented department objectives and individual team goals
- Implemented both customer and partner integrations utilizing Rest API and SCORM best practices.
Director, Alliance Partnerships
CarriersEdge
07.2018 - 02.2022
- Developed and documented Standard Operating Policies and Procedures for partner management
- Built, executed, and maintained partnership agreements for a wide variety of companies and independent consultants
- Developed and maintained internal partnership training documentation, marketing materials and sales packages, including personalized packages for alliance partnerships
- Personally managed software support for key alliance partnerships, created and executed partnership and customer demonstrations, assisting in marketing, sales and finalization of new customer referrals
- Sourced and implemented 3rd party software solutions for both the Partner Alliance and Customer Experience departments including data transfers, training and maintenance.
Project Manager
Plexxis Software
04.2017 - 07.2018
Support / Account Manager
Plexxis Software
12.2015 - 04.2017
Administrative Assistant
Plexxis Software
02.2015 - 12.2015
Retail Sales Department Head
E.L.O.C. Retail
08.2013 - 02.2015
Scheduling Coordinator
Canadian Red Cross
03.2013 - 08.2013
Regional Store Manager
E.L.O.C. Retail
05.2012 - 03.2013
Personal Support Worker
Canadian Red Cross
05.2005 - 08.2012
Education
Basic Accounting Principles -
Sanford Flemming College
Skills
- Remote Team Management
- Customer Success
- Customer Retention & Satisfaction
- Leadership & Team Building
- Organization & Documentation
- Project Management & Process Simplification
- Empathy & Active Listening
- Proactive identification of improvements
- Brand representation
Hobbies and Interests
- Interior Design & Home Improvement
- Gardening & Houseplants
- Acrylic & Watercolor Painting
References
Available on request
Languages
English
Native or Bilingual
Interests
- Customer Success & Team Management
- Interior Design & Home Improvements
- Gardening & Houseplants
- Acrylic & Watercolor Painting
Timeline
VP Customer Experience
CarriersEdge
07.2023 - Current
Director, Customer Experience
CarriersEdge
02.2022 - 07.2023
Director, Alliance Partnerships
CarriersEdge
07.2018 - 02.2022
Project Manager
Plexxis Software
04.2017 - 07.2018
Support / Account Manager
Plexxis Software
12.2015 - 04.2017
Administrative Assistant
Plexxis Software
02.2015 - 12.2015
Retail Sales Department Head
E.L.O.C. Retail
08.2013 - 02.2015
Scheduling Coordinator
Canadian Red Cross
03.2013 - 08.2013
Regional Store Manager
E.L.O.C. Retail
05.2012 - 03.2013
Personal Support Worker
Canadian Red Cross
05.2005 - 08.2012
Basic Accounting Principles -
Sanford Flemming College
Similar Profiles
Kamaron HollowayKamaron Holloway
Social Media Content Creator at Kam's Krystal BallSocial Media Content Creator at Kam's Krystal Ball
Madeline FlickMadeline Flick
Assistant Teacher at Junior ExplorersAssistant Teacher at Junior Explorers
Dipti KothariDipti Kothari
Product Specialist at GoogleProduct Specialist at Google
Loulou FortunatoLoulou Fortunato
VP Customer Experience APAC at BrandwatchVP Customer Experience APAC at Brandwatch
Charlene Higgins-CrawfordCharlene Higgins-Crawford
Sr VP Customer Experience at CovetrusSr VP Customer Experience at Covetrus