Emily Clark
WINNIPEG,MB
Summary
Executive SaaS leader with 10 Years of experience in scaling world-class Customer Success teams.
Passionate about scaling up teams, standardizing processes, and finding innovative and affordable ways to progress from start up to enterprise.
Experienced:
Director, Product Specialist, Executive Account Manager, Customer Success Manager, Scrum Master, Sales Manager.
Focused client happiness, retention, and growth.
Overview
9
9
years of professional experience
Work History
Director of Implementation and Customer Success
Elentra Corporation
Kingston
11.2022 - Current
- Part of the executive leadership team, focused on strategic planning initiatives for accelerated growth and scalability of the Elentra client teams.
- Oversee Customer Success and Implementation Departments, with two associate directors and a large team of account managers, support.
- Designed, built, and scaled the Implementation and Customer Success teams, strategies, and process from startup to acquisition, and in current post acquisition growth.
- Manage and maintain world-class client experiences with industry leading renewal and growth rates, and best in class client satisfaction.
- Direct and oversee the integration of acquired companies into the Elentra Corporation landscape, including the direct project management of integrating teams and technology stacks for success through transition.
Enterprise Customer Success Manager
Permission Click
Winnipeg
02.2015 - 11.2022
- Built and scaled the company's Customer Success team from startup to acquisition.
- Defined, created and executed all Customer Success strategies with aim to demonstrably drive metrics and KPIs.
- Selected and implemented company CRM and client support platforms.
- Hired, trained, and managed Customer Success, support, and Implementation teams.
- Created exceptional client experiences resulting in over 95% retention, and exceptional revenue growth.
- Worked cross-functionally with Product, Sales and Marketing, and Executive LEadership to ensure a client-centric view for scalability and world class client experience.
Skills
- Executive Leadership
- Scaling Teams
- Resource Planning
- Excellent Communication
- Decision-Making
- Department management
- Problem-Solving
- Organizational Skills
- Teamwork and Collaboration
- Project Management
- Adaptability and Flexibility
- Team building
Timeline
Director of Implementation and Customer Success
Elentra Corporation
11.2022 - Current
Enterprise Customer Success Manager
Permission Click
02.2015 - 11.2022
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