Microsoft Dynamics CRM, Salesforce
DARE MARTINS
Client Success
Hamilton,ON
Summary
Experienced Customer Success Manager bringing seven years of quality performance in customer support supervisory roles skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback accustomed to defusing customer dissatisfaction and managing competing priorities with superior results to promote customer retention & loyalty.
Possessing excellent research & data analysis skills, can draw valuable insights to prepare reports and recommend and promote change and improvement as needed.
Overview
7
7
years of professional experience
7
7
years of post-secondary education
1
1
Certification
Work History
Project Analyst
Randstad Canada, Bell
Toronto, Canada
05.2022 - Current
- Roles/Responsibilities & Accomplishments
- Receive and collate data specification from client to understand requirements
- Work with key partners to determine all dependencies including software and hardware requirements as well resources & specialists required to draft the cutover plan
- Communicate cutover plans to team ahead of installation
- Draft and Communicate installation schedules to cutover team ahead of installation
- Facilitation of migration cutover/Installation sessions at client site
- Conduct ST, SIT & UAT to evaluate functions and ensure smooth integration
- Collaborate reports on work status as well as sites requiring revisits to ensure smooth work completion
- Presentation of work status reports and presentation to management for review & alignment
- Ensuring delivery of work is in accordance to provided MOPs and manuals
- Conducting training to bridge knowledge gaps and aid domain knowledge
- Tracking project status and progress against predetermined milestones and budgets agreed upon during QBR
- Supervision of on-site techs to ensure smooth migrations and ultimately project delivery
- Timely Resolution of impediments to avoid costly project delays
- Identification, mitigation & documentation of project risks to ensure compliance
- Communication of requirements to external vendors as well as escalation required.
- Advocated for ways to streamline ongoing projects, prioritizing shorter turnaround times and consistent development quality
- Identified and resolved risk issues in project proposals, mitigating potential liability claims
- Developed frameworks to streamline intervention protocols and resolution hierarchies
- Built lasting and collaborative partnerships with individuals both within and outside of company
- Collected data from diverse source formats
- Created in-depth reports regarding important project data that was distributed to client on weekly basis
- Analyzed data using [Software], presenting samples to engineers
- Designed quality assurance testing methods for projects in [Type] industry
- Traveled to off-site meetings, serving as client's primary liaison with customers by providing detailed progress reports
- Designed amelioration strategies for projects that failed to meet deadlines or quality control criterion
- Monitored ongoing projects for adherence to prescribed timelines, suggesting operational changes where needed
- Authored inventory management metric guidelines to outline ideal stock levels for [Type] materials
- Generated project health reports for stakeholders and senior personnel, tracking metrics such as [Type] and [Type]
- Assessed clients' ongoing projects for potential issues, advising project managers on possible solutions and necessary precautions
- Optimized testing protocols by integrating simulations into diagnostic and validation tasks
- Led integration of Customer Relationship Management (CRM) systems
- Drafted scheduling protocols for [Type] project, aligning business goals with budgetary concerns and staff availability
- Wrote customized project proposals, taking into account customers' budgets, production schedules and business goals
- Analyzed transportation logistics, modifying project goals in accordance with transport realities
- Devised standardized project management documentation to streamline future management of repetitive projects
- Provided reports on aspects of ongoing projects such as interdepartmental synergy, redundancy, production bottlenecking and more
- Tracked ongoing project advancement towards predefined milestones, reducing instances of missed deadlines by 70%
- Determined root cause of problems and issues to implement courses of action required to implement solutions
- Authored status reports for senior executives, detailing overall performance metrics such as
- Inspected facilities to verify compliance with predetermined project goals and guideline
- Reported project cost analyses to enhance workflow and increase profits
- Tracked ongoing project advancement towards predefined milestones, reducing instances of missed deadlines by [Number]%
- Authored status reports for senior executives, detailing overall performance metrics such as [Type], [Type] and [Type]
- Inspected [Type] facilities to verify compliance with predetermined project goals and guidelines
CUSTOMER SUCCESS MANAGER
Sulith Logistics Inc
Toronto, ON
09.2020 - 05.2022
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Build strong relationships with clients to ensure satisfaction and retention
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Collaborate with cross-functional teams to identify and resolve customer issues
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Provide timely and effective solutions to customer inquiries and complaints
- Analyze customer data and feedback to identify trends and opportunities for improvement
- Develop and implement customer success plans to maximize product adoption and usage
- Conduct regular business reviews with clients to ensure alignment and success
- Monitor and track customer health metrics to proactively address any issues or risks
- Act as a product expert and provide training and support to customers
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Continuously improve customer success processes and procedures
- Achieve and exceed customer success targets.
Customer Success Lead
IMPROVTEK CONSULTING
Mississauga, Ontario
04.2016 - 07.2020
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Conducted periodic user training sessions to support customer understanding and product feature utilization.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Established team priorities, maintained schedules and monitored performance.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Collaborated with sales and product teams to address customer success objectives.
Education
Post Graduate - I.T Business Analysis
Cambrian College
Greater Sudbury, ON 05.2021 - 06.2023
Bachelor of Science - Economics
Lead City University
Nigeria 04.2009 - 11.2013
Skills
Excellent communication skills (written and verbal)Outstanding facilitation skillsStrong analytical and problem-solving skills
Leadership, negotiation, decision makingking, adaptability
Customer Relationship Management
Research & Data Collection & Anaysis
Conflict Resolution
Management Standardization
Facilities Inspection
Intervention Protocol Development
Project Analysis
Inventory management
Project Roadmap Design
Quality Assurance Management
Keynote Presentation
Meeting participation
Project goal assessment
Interdepartmental Alignment
Project Management
Transportation Logistics
Data Collection
Knowledgeable in [System]
Project Proposal Creation
Cross-functional teamwork
Java programming
Oracle database
Financial planning
Mainframe environments
Heuristic algorithm development
Microsoft Word
System integration
Software
Certification
Project Management Professional (PMP), Certified Scrum Master (CSM)
Timeline
Project Analyst
Randstad Canada, Bell
05.2022 - Current
Post Graduate - I.T Business Analysis
Cambrian College
05.2021 - 06.2023
CUSTOMER SUCCESS MANAGER
Sulith Logistics Inc
09.2020 - 05.2022
Customer Success Lead
IMPROVTEK CONSULTING
04.2016 - 07.2020
Bachelor of Science - Economics
Lead City University
04.2009 - 11.2013