DANIEL FOLLOWS
Etobicoke,Ont
Summary
Success-focused professional with 16 years of diversified experience in SaaS-based B2B Customer Success Leadership, OEM, and Tier 1 & 2 Automotive Manufacturing Production Management. Proven expertise in providing direction and leadership by example, developing customer success strategies & platforms and improving internal/external operations through data-driven Continuous Improvement, safety, and quality standards.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Founder & CEO
INSIGHT DRIVE ENTERPRISES
ETOBICOKE, ONT.
09.2023 - Current
- Fractional CX/CS platforms and services to startup and early stage B2B businesses.
Global Director, Customer Success
INDUSTRIAL MATRIX
NORTH YORK, ONT.
05.2022 - 06.2023
- Established and led a customer success team, achieving over $3M in customer-verified ROI/cost avoidance in 14 months
- Average launch to first ROI reduced from 7 to 2.8 months
- Strategically led CS team to 10X growth in new logo onboarding in 2022
- Coached & Mentored CSMs to maintain client playbooks, resulting in $300K in organic upsells and expansion in first half of 2022.
Enterprise Customer Success Manager
10.2021 - 05.2022
- Conceived, developed, and executed a comprehensive White Glove CS Playbook strategy increasing adoption by 50% and organic upsell/expansion by over $300K
- Implemented Attrition Avoidance platform to predict & prevent churn.
Global Customer Success Manager (Director)
SHOPLOGIX INC.
OAKVILLE, ONT.
03.2019 - 08.2021
- Managed, motivated, and developed staff within the Customer Success Engineering department
- Launched SLX’s first Customer Advocacy Playbook Program, achieving 90% client engagement in the first 3 months and decreasing client attrition by 50%
- Expanded the Customer Success Team's Org Chart, resulting in higher-level client care and increased team morale
- Created and implemented Customer Success Departmental KPIs.
Professional Services Program Manager
SHOPLOGIX INC.
OAKVILLE, ONT.
06.2017 - 03.2019
- Managed a Billion Dollar client’s growth and success, overseeing global deployment and product enhancements.
Business Unit Leader - Paint
FCA CANADA – BRAMPTON ASSEMBLY
BRAMPTON, ONT.
01.2015 - 06.2017
- Directed Production Supervisors in a fast-paced, high-volume unionized environment
- Managed daily business metrics, coordinated team activities, and implemented World Class Manufacturing (WCM) tools and processes.
Focused Improvement Lead - Paint
FCA CANADA – BRAMPTON ASSEMBLY
BRAMPTON, ONT.
04.2014 - 01.2015
- Directed, mentored, and coached Paint Team in WCM tools & methodologies
- Achieved WCM Focused Improvement Microstops certification
- Completed 20+ Quality, Throughput, and Micro-stop Kaizens in one year.
Business Unit Leader & Focused Improvement Lead - Paint
FCA CANADA – BRAMPTON ASSEMBLY
BRAMPTON, ONT.
01.2015
- Maintained Plant level FI Benchmark Status
- Completed FCA-Harvard New Manager Certification.
Education
B.A. Economics -
McMaster University
Electro Mechanical Engineering Technician & Technologist Diplomas (E.M.E.T.) -
Fleming College
Skills
- Strategic Leadership
- Problem Management & Resolution
- Continuous Improvement
- LSS Blackbelt (in training)
- ROI/Cost Avoidance
- Partnership Building
- SaaS based B2B Strategies
- Bespoke CS Platform Creation
- Playbook Creation & Management
- Start-Up Operations
- Goal Setting
- Team Leadership & Mentoring
Websites
Certification
- Harvard/FCA New Leader Program
- LSS Green Belt, Black Belt in training
- Canadian Machinery Vibation Association CAT 1 Vibration Analyst
Timeline
Founder & CEO
INSIGHT DRIVE ENTERPRISES
09.2023 - Current
Global Director, Customer Success
INDUSTRIAL MATRIX
05.2022 - 06.2023
Enterprise Customer Success Manager
10.2021 - 05.2022
Global Customer Success Manager (Director)
SHOPLOGIX INC.
03.2019 - 08.2021
Professional Services Program Manager
SHOPLOGIX INC.
06.2017 - 03.2019
Business Unit Leader & Focused Improvement Lead - Paint
FCA CANADA – BRAMPTON ASSEMBLY
01.2015
Business Unit Leader - Paint
FCA CANADA – BRAMPTON ASSEMBLY
01.2015 - 06.2017
Focused Improvement Lead - Paint
FCA CANADA – BRAMPTON ASSEMBLY
04.2014 - 01.2015
B.A. Economics -
McMaster University
Electro Mechanical Engineering Technician & Technologist Diplomas (E.M.E.T.) -
Fleming College
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