Summary
Overview
Work History
Education
Skills
Timeline
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Curtis Ogilvie

Vancouver, Canada

Summary

Ambitious, client obsessed CS Manager looking to leverage a variety of account management, operational and technical SAAS experiences into a Customer Success focused career at Alida. Proven ability to create lasting client relationships, optimize client programs and onboard new brands efficiently to SAAS platforms. A natural conversationalist that will go the extra mile to get results. Driven, collaborative and a quick learner with excellent follow through.

Overview

6
6
years of professional experience

Work History

Manager, Client Success

Buyatab Online Inc.
08.2023 - Current
  • Ensure the growth and success of the company's gift card eCommerce client portfolio by leading, coaching and supporting a team of Client Success Coordinators.
  • Act as Client Manager for the company's largest accounts including multiple Fortune 500 companies. (ex. Lowe's, TJX, Fairmont Hotels, Whole Foods, Regal Cinemas)
  • Routinely collaborate with and advise senior leaders through complex strategy conversations focusing on client satisfaction, revenue retention and strategic upselling.
  • Own the new client onboarding pipeline ensuring budgets, resource constraints and net revenue requirements are all adhered to.
  • Document repeatable and scalable SOPs, paving the way for exponential growth. (Video demos, onboarding practices, account management practices etc.)

Senior Client Success Coordinator

Buyatab Online Inc.
12.2020 - 08.2023
  • Nurture strong professional relationships with 35+ eCommerce accounts promoting client retention, upselling of new features and program optimization.
  • Acted as Project Manager for over 20 new client SAAS platform onboardings resulting in smooth and efficient client launches.
  • Strategically leverage new products and features to provide tailored resolutions to client problems.
  • Regularly perform client program reviews to highlight growth opportunities and deepen Buyatab's integration with clients.
  • Act as liaison between internal product teams and external clients to ensure client feedback is heard and acted upon resulting in new features being added to Buyatab's product roadmap.

Business Analyst / Process Consultant

Propel Solutions Inc.
10.2019 - 07.2020
  • Used LEAN principles to evaluate and improve client operations and efficiencies
  • Streamlined operational implementations by delivering informed training presentations to decision makers, executives and workers.
  • Presented insightful recommendations to client leadership to improve client's customer experience while managing the bottom line.

Operations Coordinator

Lochness Medical Inc.
05.2018 - 08.2018
  • Acted as central point of contact between sales and shipping teams ensuring customers received products accurately and on time, leading to many repeat customers.
  • Supported 30 U.S. based sales reps, ensuring a smooth selling process to increase overall customer satisfaction.
  • Demonstrated exceptional customer service by fielding questions and concerns via phone, online chat and email.
  • Motivated and energized the sales team through inspirational conference calls, setting up engaging incentive programs and one on one support.

Education

Bachelor of Commerce - Entrepreneurship

University of Victoria
Victoria, BC
08.2019

International Exchange - International Business

Rikkyo University
Tokyo, Japan
01.2019

Skills

  • SAAS Program Management
  • New Sales and Upselling
  • Strategic Advising
  • Technical Savviness
  • Data Analysis and Program Reviews
  • Customer Relationship Management
  • Confident Presenter
  • Familiar with: MS Suite, Google Suite, JIRA, AHA!, Slack, Dev Ticket Creation

Timeline

Manager, Client Success

Buyatab Online Inc.
08.2023 - Current

Senior Client Success Coordinator

Buyatab Online Inc.
12.2020 - 08.2023

Business Analyst / Process Consultant

Propel Solutions Inc.
10.2019 - 07.2020

Operations Coordinator

Lochness Medical Inc.
05.2018 - 08.2018

Bachelor of Commerce - Entrepreneurship

University of Victoria

International Exchange - International Business

Rikkyo University

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Curtis Ogilvie