Summary
Overview
Work History
Education
Skills
References
Timeline
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Eleni Lewis

Edmonton,AB

Summary

Customer Success Manager with a strong foundation in SaaS implementation, contract management, and data-driven client enablement across heavy industry sectors. Proven ability to lead onboarding, adoption, and support initiatives for enterprise clients, while streamlining internal processes. Skilled in analyzing user behavior and operational data to optimize platform usage, reduce risk, and align success outcomes with customer goals. Recognized for cross-functional collaboration, strategic communication, and building scalable solutions that enhance satisfaction and retention.

Overview

3
3
years of professional experience

Work History

Customer Success Manager

PayShepherd
Edmonton, Alberta
09.2023 - Current
  • Managed user onboarding for a portfolio of clients by delivering tailored product training, developing UAT test scripts, and creating key process guides to improve user enablement, and accelerate product adoption.
  • Led cross-functional QA initiatives to reinforce client-specific platform configurations, maximizing value capture opportunities, and achieving a measurable drop in support ticket volume.
  • Built a comprehensive playbook adopted by the CX team, including email, presentation, and checklist templates, to standardize client implementation and other steady-state processes, ensuring consistency in deliverables, and saving hours of manual work per engagement.
  • Collaborated with Product and Engineering to drive UX and feature enhancements by collecting user feedback to improve user experience and platform usability.
  • Analyzed contractor spend and performance data across a portfolio of clients managing $10M–$50M in annual submissions, leveraging benchmarking and user activity insights to identify cost-saving opportunities, and advising stakeholders to optimize platform configurations for enhanced control and accelerated time to value.

Contract Administrator

Horizon North
Edmonton, Alberta
04.2022 - 12.2023
  • Managed $100M+ in service contracts, tracking KPIs and milestones to ensure compliance and performance alignment with contract terms
  • Prepared progress payment certificates, and other billing summaries and reports based on operational data, ensuring that contract budgets aligned with project forecasts.
  • Consulted on contract-related issues, facilitating communication, and resolving disputes to ensure process continuity.
  • Collaborated with other departments to ensure that all stakeholders are informed about changes made to existing contracts.
  • Provided updates on status of contract processes to upper management and other important personnel.

Education

Bachelor of Commerce - Business Economics & Law

University of Alberta
Edmonton, AB

Bachelor of Science - Biology

Thompson Rivers University
Kamloops, BC

Skills

  • Relationship Building & Stakeholder Management
  • User Training & Onboarding
  • Cross-functional Collaboration & Problem Solving
  • Process Optimization & Change Management
  • Verbal and Written Communication
  • Data Analysis & Reporting

References

References available upon request.

Timeline

Customer Success Manager

PayShepherd
09.2023 - Current

Contract Administrator

Horizon North
04.2022 - 12.2023

Bachelor of Commerce - Business Economics & Law

University of Alberta

Bachelor of Science - Biology

Thompson Rivers University

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Eleni Lewis