Summary
Overview
Work History
Education
Skills
Timeline
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Eric Hutchinson-Surette

New Westminster

Summary

Seasoned leader in Customer Success, Support, and Operations in the SaaS industry with over 15 years of experience. Skilled in driving client satisfaction, retention, and growth. Managed large international client portfolios, led high-impact initiatives, and built scalable success programs aligned with customer goals and business objectives. Expertise covers the full customer lifecycle - from onboarding and adoption to renewal and expansion. Strong operational mindset empowers internal teams to deliver exceptional service. Thrives in fast-paced, evolving environments, known for leading with empathy, thinking proactively, and solving complex problems. Excels in cross-functional collaboration, change management, and strategic planning to elevate the customer experience and contribute meaningfully to company growth.

Overview

17
17
years of professional experience

Work History

Senior Manager of Customer Success & Operations

AdPerfect
02.2022 - Current
  • Provided strong leadership to enhance team productivity and morale.
  • Led cross-functional teams to achieve project milestones and deliver high-quality results.
  • Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
  • Mentored junior staff members for skill development and career progression within the organization.
  • Balanced competing priorities efficiently while maintaining focus on critical tasks requiring immediate attention.
  • Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
  • Enhanced team performance with regular coaching sessions, focusing on individual strengths and areas for improvement.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.

Customer Support & Success Manager

AdPerfect
07.2018 - 02.2022
  • Spearheaded strategic projects aimed at enhancing the overall value proposition for clients, ultimately contributing to increased revenue growth and customer satisfaction.
  • Monitored key performance metrics to identify areas for improvement, driving continuous enhancements in service quality.
  • Identified upsell opportunities and collaborated with sales team to close deals, maximizing revenue generation from existing accounts.
  • Acted as an escalation point for critical issues impacting customers'' success, coordinating efforts to drive swift resolution.
  • Provided expert guidance on product features and best practices, empowering clients to maximize their investments.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Defined clear targets and objectives and communicated to other team members.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Leveraged data and analytics to make informed decisions and drive business improvements.

Sales Engineer & Customer Success

AdPerfect
12.2016 - 07.2018
  • Established long-term relationships with key clients for repeat business and referrals, cultivating a strong network within the industry.
  • Identified sales opportunities by assessing environment and devising and implementing winning strategy.
  • Developed customized proposals that demonstrated a clear understanding of client requirements and offered compelling solutions to meet their unique needs.
  • Identified and supported resale opportunities to achieve sales plans.
  • Gathered valuable feedback from clients on product performance, sharing insights with engineering teams for continuous improvement efforts.

Software Implementation Coordinator

AdPerfect
02.2011 - 12.2016
  • Led regular status update meetings with stakeholders to discuss progress reports, address challenges proactively, and maintain transparency throughout the implementation process.
  • Negotiated contracts with vendors, securing competitive pricing while maintaining high-quality products and services for clients.
  • Cultivated strong relationships with clients through regular communication and a commitment to delivering exceptional service, resulting in continued business growth and referrals from satisfied customers.
  • Facilitated smooth handoffs between project stages by coordinating with relevant team members and providing comprehensive documentation of completed tasks and outstanding items.

Manager, Information Systems

TELUS
03.2008 - 10.2008
  • Reporting to the Director of Quality Assurance, I enhanced the Web-based Customer Care applications through the analysis, testing and release of new products and services. This was accomplished through the management of a team of 8 onsite and 15 offshore System Quality Analysts responsible for the analysis and project review, providing level of effort estimations, resource scheduling, test planning and execution of functional and regression testing.
  • Ensured each team member understood their roles and responsibilities and set personal performance objectives that complimented overall department goals. This established more of an ownership of projects to individual team members and raised individual effectiveness.
  • Responsible for the management of multiple projects in all stages of the SDLC across the portfolio. Acted as initial point of contact, reviewing requirements and assigning resources. I was involved with projects from analysis to post-release.
  • Identified opportunities for continuous improvement and implemented programs to increase the efficiency and effectiveness of the QA organization.
  • Fostered client-supplier relationships with key partners in order to develop effective test strategies and plans.
  • Liaised with project stakeholders across multiple departments to ensure the QA process was integrated throughout the agile-driven software development life cycle. Resulting in a more cohesive working relationship between all team members.

Education

Bachelor of Science - Information Technology

University of Phoenix

CSME – ITIL Foundation Certificate - IT-Service Management

Skills

  • Cross-functional collaboration
  • Customer relationship management
  • Operations management
  • Strategic planning
  • Troubleshooting and problem resolution
  • Data-driven decision making
  • Documentation and reporting
  • Multitasking
  • Excellent communication
  • Team leadership
  • Technical proficiency

Timeline

Senior Manager of Customer Success & Operations

AdPerfect
02.2022 - Current

Customer Support & Success Manager

AdPerfect
07.2018 - 02.2022

Sales Engineer & Customer Success

AdPerfect
12.2016 - 07.2018

Software Implementation Coordinator

AdPerfect
02.2011 - 12.2016

Manager, Information Systems

TELUS
03.2008 - 10.2008

CSME – ITIL Foundation Certificate - IT-Service Management

Bachelor of Science - Information Technology

University of Phoenix

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