Dinesh Yogalingam
Pickering,ON
Summary
Dynamic Enterprise Customer Success Manager with a proven track record at LEVEL ACCESS, driving a $4.6M portfolio. Expert in stakeholder communication and data analysis, I enhance client satisfaction and retention through strategic roadmaps and impactful product training. Recognized for improving NPS and fostering cross-functional collaboration to mitigate churn and promote growth.
Overview
13
13
years of professional experience
Work History
Enterprise Customer Success Manager
LEVEL ACCESS
Toronto, Canada
05.2022 - Current
- Spearhead customer lifecycle stages, from onboarding and adoption to renewals and expansion, across 45 enterprise accounts, maintaining a $4.6M portfolio
- Drove NPS improvement through adoption and executive engagement and acted on CSAT feedback to mitigate risk and improve retention
- Drove adoption of Level Access platform through product demonstrations and training, gathered client feedback to inform product improvements
- Conduct QBR's and EBR with main stakeholders of each account in order to showcase progress and the continued use case of our partnerships
- Collaborated with cross-functional teams to identify and address churn risks.
- Gathered and provided client feedback and requirements to drive product enhancements, increasing customer satisfaction and supporting retention and expansion.
- Analyzed maturity phases of client accessibility programs, developed strategic roadmaps to enhance client engagement
- Educated clients on Accessibility Principles, WCAG, Accessibility Governance Platform and Accessibility LMS platform and procedures to ensure ubiquitous user experience across all digital assets
- Level Access is the leading Digital Accessibility vendor working with hundreds of customers including some of the biggest brands in the world. | www.levelaccess.com
Implementation Consultant
BENEVITY
Toronto, Canada
01.2021 - 05.2022
- Lead and execute medium- to large-scale client implementation projects for new and existing Benevity clients; successfully launched all implementations to date on time, within budget, and to tight deadlines
- Collaborated with Client Success Managers, Project Managers, Relationship Management, and Technical teams throughout project implementation to ensure seamless client experiences.
- Steer discovery/requirements gathering sessions, and develop solution analysis, configuration, and project plans
- Conducted gap analyses of existing client systems and programs; identified key challenges and defined targeted solutions to facilitate smooth transition to Benevity products and services.
- Configure application in accordance with unique business requirements and defined processes
- Lead C-level stakeholder meetings, both internally and client-side
- Received consistent positive client feedback on professionalism, adaptability, adherence to project scopes, and simplifying implementations for client organizations.
- Benevity provides charitable donation and grant management platforms to customers including Nike, Coca-Cola, Google, and Apple, as well as about 250 of the Fortune 1000 | www.benevity.com
Implementation Project Manager
FLEET COMPLETE
Toronto, Canada
05.2019 - 12.2020
- Steered full lifecycle of GPS software projects for oil, gas, mining, agriculture, transport, logistics, universities, chains, US state/municipal government (up to 10,000 staff); led 42 fleet accounts and completed 40+ projects
- Led and trained team of 15 customer success managers in client migration and transition to new platform, enhancing team capabilities and client onboarding experience.
- Main point of contact for all client interactions: maintained strong relationships through clear communications, presenting directly to C-level executives, and working closely with internal/on-site functions
- Developed and implemented project processes (e.g. created workflows for smoother platform transition, facilitate rapid changeover and decrease driver/user downtime, enabling Sales to better understand post-sale expectations)
- Ensured client ROI, system optimization, and customer satisfaction through features such as system integration reporting, paperless data reports, and real-time dispatch tracking
- Produced executive reports detailing project status, milestones, and scope changes, providing management with actionable insights for strategic decision-making.
- Implemented process improvements, streamlining operations and enabling clients to achieve cost savings.
- Provider of connected GPS tracking solutions and asset management software to optimize commercial fleet performance | www.fleetcomplete.com
Technical Support Analyst
FLEET COMPLETE
Toronto, Canada
12.2017 - 05.2020
- Main point of contact for large number of clients; analyzed internal/external customer problems and issues
- Handled escalations for clients wishing to cancel due to technical issues; resolved issues independently or escalated to Product/DevOps teams, personally retaining 150+ clients
- Personally handled escalations with complex issues to mitigate churn risk
- Created retention processes and procedures to enhance troubleshooting efficiency and elevate customer experience
- Integrated client and PM team needs: created workflow to eliminate redundancies and enable Sales Managers/PM team to create Zendesk tickets to identify necessary information, thus reducing troubleshooting time
- Delivered software project service and support to customers across North America using and operating fleet, asset, and mobile workforce management solutions
- Developed and implemented documentation to guide all parties in identifying and resolving potential issues
- Delivered GPS tracking solutions and asset management software to enhance commercial fleet performance
Business Development Analyst | Project Manager
THIRD EYE HOLDINGS
Toronto, Canada
02.2013 - 12.2016
- Researched equipment and logistics for international expansions/projects, supporting mining projects in Africa and partnerships with Chinese and other foreign investors
- Established project timelines, milestones, and processes for domestic and international projects to ensure timely delivery
- Awarded Employee of the Year (2015)
- Adapted to rapid business growth by managing transition of various role aspects to international offices; offered promotion to Africa, declined for family reasons
- Third Eye Holdings was a Canada and Tanzania-based strategic consultancy for emerging markets within mining | www.thirdeyeholdings.com
Education
PMP - Project Management Professional
03-2026
Bachelor of Business Management - Accounting And Finance
Ryerson University
ON, CanadaSkills
- Salesforce CRM
- Gainsight
- JIRA
- Data analysis
- SQL
- Process improvement
- Project management
- Data-driven decisions
- Report analysis
- Stakeholder communication
- Department collaboration
- Strategic communication
- Microsoft Office
- Zoom
- Zendesk
- Mentoring leadership
Languages
Tamil, fluent
Volunteer Experience
TAMIL COOPERATIVE HOMES INC, Toronto, ON, www.co-ophousingtoronto.coop/tamil-co-op, Treasurer, Board of Directors, 04/01/16, 05/01/20, Carefully manage budget; created surplus of $62,500 (2018) and $56,000 (2019) through cost analysis, expense reduction, securing beneficial contracts, and allocating more funds for community events, Led $2.1m renovation construction project to reinforce building structural integrity and improve fire system, Coordinated multiple food drives; participate semi-annually in full dinner for at-risk youth shelter with 70 beds.
Personal Information
Title: Customer Success Manager | Project Manager | Implementation Consultant
Technology Skills
- Microsoft Office (Word, Excel, PowerPoint, Outlook, Skype)
- SQL
- Salesforce CRM
- Zendesk
- Zoom
- JIRA
- Gainsight
Timeline
Enterprise Customer Success Manager
LEVEL ACCESS
05.2022 - Current
Implementation Consultant
BENEVITY
01.2021 - 05.2022
Implementation Project Manager
FLEET COMPLETE
05.2019 - 12.2020
Technical Support Analyst
FLEET COMPLETE
12.2017 - 05.2020
Business Development Analyst | Project Manager
THIRD EYE HOLDINGS
02.2013 - 12.2016
PMP - Project Management Professional
Bachelor of Business Management - Accounting And Finance
Ryerson University