Harris Vedanand Kunthasami
Cambridge,Canada
Work Preference
Summary
Results-driven Client Services Manager with a strong track record in optimizing client relationships and driving revenue growth within competitive industries. Expertise in leveraging customer insights to enhance service delivery, streamline operations, and improve overall customer satisfaction, leading to significant retention improvements and measurable business impact.
Overview
22
22
years of professional experience
Work History
Client Service Manager II – Customer Success/Strategic Accounts
TELUS Business Solutions
Toronto
01.2023 - Current
- Serve as Strategic Enterprise Client Delivery Lead for a $10M+ managed services partnership supporting Co-operators Financial Services, directing end-to-end service delivery across a national, multi-site environment, serving as a key liaison between client and internal stakeholder groups.
- Partnered with customer to deliver site relocations, network upgrades, and connectivity enhancements, driving average revenue retention improvements of 3%–5% across service requests and supporting long-term customer value.
- Leveraged Salesforce to manage revenue expansion pipelines, monitor customer health metrics, and identify growth opportunities, driving customer retention and revenue growth while escalating customer satisfaction risks to executive leadership for proactive resolution.
- Drove service excellence through effective stakeholder management and operational oversight, collaborating with Network Operations to manage incidents, perform proactive monitoring, and troubleshoot issues, consistently achieving SLA performance above 99.5%.
- Co-lead executive governance and quarterly business reviews with C-suite stakeholders, ensuring alignment on performance, risks, account health, and strategic growth priorities. Provided advisory support to the Client Success Executive, shaping account strategy, governance frameworks, and cross-functional execution to drive customer satisfaction.
- Reduced simple network service change request completion times from up to 5 days to next business day through ITSM process enhancements, standard change implementation, and workflow optimization.
- Initiated enhancements to the client Service Request portal, simplifying request options, aligning service catalog with contractual agreements, and optimizing automated workflows to improve response times and support revenue retention outcomes.
- Led post-incident reviews (PIRs) and continuous improvement initiatives, enhancing service stability and customer satisfaction through structured root cause analysis and client-facing reporting.
- Supported implementation of Agentic AI capabilities to improve operational monitoring, identify recurring issues, automate reporting, and strengthen proactive service management.
Client Services Manager II – Financial Services, Managed Retail Banking
TELUS Health & Financial Solutions / Dye & Durham Corporation
09.2011 - 01.2023
- Managed portfolio of Tier II financial institutions enterprise accounts (Alterna Savings, Easyfinancial, and First West Credit Union), generating $4-$5M in Annual Recurring Revenue for SaaS-based Managed Digital Banking Solutions portfolio while maintaining annual revenue churn rate of 2%-3%.
- Built and maintained strong customer relationships across all levels, from C-suite to operations, by embedding a customer-first culture, enhancing confidence in service delivery, and reinforcing the organization’s role as a trusted managed service.
- Acted as the primary escalation point for high-priority customer issues, coordinating cross-functional teams to drive rapid resolution and minimize customer impact, to meet targeted SLA standards. Conducted post-incident reviews and authored detailed incident reports, driving corrective actions and continuous improvement initiatives that reduced recurring issues and improved operational performance.
- Consistently exceeded SLA targets above 99.5% annually, earning a 20% service performance bonus by driving proactive engagement across operational and development teams and implementing continuous improvement initiatives to reduce network outages and improve service reliability.
- Designed and developed annual customer feedback survey encompassing various products and services within the Business Unit which generated a 95% response rate, driving our customer satisfaction and Likelihood to Recommend scores to 90%.
- Reduced customer onboarding time by 10 business days by building standardized onboarding templates, customer support guides and checklists, and delivering internal and customer training.
- Successfully project-managed cross-functional teams, including Technical Account Managers (TAMs), Engineering, Development, and third-party vendors, to deliver API integrations (BluePay and Interac) on schedule and within budget. Increased recurring transaction revenue and reduced funds transfer approval times from next-business-day processing to near real-time turnaround (under 30 minutes), accelerating loan approvals while meeting customer and operational requirements.
- Led a 100-day post–Private Cloud migration roadmap with cross-functional teams (Development, Network, TAMs, Security, Solution Architects), strengthening network reliability and performance and improving client likelihood to recommend (L2R) evaluation.
- Developed and facilitated governance and recurring operational and business reviews (bi-weekly, monthly, quarterly), delivering performance insights and customer success plans aligned with business and technology requirements, aligning customer roadmaps and product releases to drive customer success and business outcomes.
- Proactively conducted account health reviews with internal teams and customers to identify risks and growth opportunities, enabling timely escalation and improving customer satisfaction, retention, and long-term success.
- Created and operationalized SOPs, a Service Catalogue, and a CSM Playbook, establishing standardized processes, escalation frameworks, and support procedures. Partnered with stakeholders to enhance operational readiness, improve efficiency, and deliver a consistent, customer-first experience.
- Led ITIL-aligned service delivery transformation collaborating with cross functional teams to integrate ServiceNow ITSM implementation, to enhance service delivery, improve operational resiliency, and streamline support improving customer experience.
- Collaborated with Business Development and Sales teams to grow recurring revenue by identifying cross-product adoption opportunities and expanding customer use of lending and payment technology platforms, improving operational efficiency in mortgage and tax remittance processing.
- Supported the implementation of white-label payment processing solutions for mortgage and tax remittance processing enabling customer growth, service expansion, and increased revenue opportunities by 25%.
- Collaborated with Sales and Business Development on P&L analysis and strategic initiatives to improve profitability and financial performance, consistently meeting and exceeding annual revenue targets while supporting joint business planning with customers.
- Led SOC 2 and OSFI audit programs, partnering with Deloitte, Interac, and cross-functional teams to maintain regulatory compliance and meet customer expectations.
- Led participation in Disaster Recovery (DR) and Business Continuity Planning (BCP) exercises, strengthening operational resilience, readiness, and business continuity.
- Partnered with leadership team to design role competencies and implement standardized assessment frameworks to improve consistency in CSM hiring and evaluation.
- Supported the leadership team with end-to-end recruitment activities, including candidate assessment, selection, and onboarding of Customer Success Managers, enhancing team capability and organizational readiness.
Client Services Manager – Client Services/Strategic Accounts – Health Benefits Management
TELUS Health & Financial Solutions (Emergis Inc.)
03.2008 - 01.2011
- Served as the primary point of contact and trusted advisor for strategic enterprise accounts, including Sun Life and Great West Life, building strong executive relationships, driving customer success, ensuring achievement of business objectives, and identifying opportunities for account growth and expansion.
- Established governance models and facilitated weekly, monthly, and quarterly reviews across operational, development, and C-level stakeholders, delivering actionable insights, resolving issues, supporting product releases, and identifying growth opportunities.
- Achieved 99.5% annual SLA compliance by implementing an enterprise Service Management framework encompassing incident management, change management, workflow automation, service catalog governance, and stakeholder engagement processes, standardizing service delivery across Business Analysis, Development, Service Desk, and Operations teams.
- Improved Business Support functions (Audit and Card Production) efficiency and response times by 45% through automation of critical workflows and integration with Service Desk operations, reducing manual effort, accelerating turnaround times, and improving SLA compliance and customer satisfaction.
- Developed training documentation and enablement programs for Client Service Managers and Service Desk teams, increasing product expertise, improving onboarding effectiveness, and standardizing support processes across multiple business units, resulting in a 35% improvement in customer satisfaction.
- Consulted on RFPs and bid reviews to ensure contractual agreements aligned with SLA compliance standards, supporting accurate service commitments and consistent delivery performance.
Project Manager, Assure Data Exchange (Health & Supply Chain Services)
Emergis Inc.
06.2006 - 03.2008
- Headed end-to-end healthcare and medical device procurement initiatives for Halton Healthcare and Trillium Health Partners under the Ontario Buys program, delivering projects on time and within scope while achieving a 90% adoption rate and maintaining alignment among hospital leadership, suppliers, and public-sector stakeholders.
- Led digital procurement transformation initiatives, transitioning organizations from paper-based workflows to standardized Electronic Data Interchange (EDI) systems, achieving a 65% adoption rate and significantly reducing administrative inefficiencies.
- Facilitated regional collaboration among healthcare providers, enabling aggregated purchasing, streamlined warehouse operations, and consolidated logistics to improve supply chain efficiency and cost effectiveness.
- Supported the adoption of GS1 Canada global supply chain data standards, enhancing medical device traceability, reducing product duplication, and improving inventory visibility across the healthcare ecosystem.
- Managed post-implementation of customer success activities, including training, onboarding, technical support, and EDI order-processing troubleshooting for suppliers and healthcare providers, ensuring high customer satisfaction, system adoption, and cross-platform interoperability.
Service Desk Supervisor (Tier 2 Technical Support & Point of Sale Card Services)
Emergis Inc.
05.2004 - 06.2006
- Managed a 20-member senior technical and business support team, driving performance management, engagement, and operational excellence while establishing a Customer First philosophy supporting financial and healthcare customers and incident management processes.
- Improved First Call Resolution to 80% by implementing enhanced training programs, developing comprehensive knowledge databases, and optimizing call routing processes.
- Led the development and implementation of ITIL-aligned Incident and Problem Management processes, ensuring reliable service delivery, strengthening SLA performance, reducing MTTR by 75%, and improving customer satisfaction.
- Led the integration of the Canadian Dental Helpdesk into the enterprise support framework, driving an 80% improvement in response times and strengthening overall service delivery performance.
- Improved client setup accuracy to 98.5% by implementing standardized templates, dual-entry verification and training documentation.
- Coached and mentored agents by implementing best practices and standardized operating procedures, ensuring consistent service delivery and alignment with performance goals.
- Supported financial and operational planning, including budgeting and workforce planning, in collaboration with senior leadership to align resources with business needs.
- Supported Service Desk Director responsibilities in their absence, ensuring uninterrupted leadership coverage, stable operations, and sustained service performance.
Education
Information Systems Management -
Ryerson University
Toronto, ONBusiness Management -
Humber College
Toronto, ONOSSD - Business Concentration
Applewood Heights Secondary School
Mississauga, ONSkills
- Strategic Governance: Strategic Account Governance, Executive Stakeholder Management, Strategic Customer Advocacy, Executive Relationship Management, QBRs & Steering Committees
- Commercial Leadership: Account Retention, Revenue Growth, Multi-Vendor Ecosystems, Vendor & Cross-Functional Leadership, Negotiation & Conflict Resolution
- Incident & Risk Management: Incident Management, Problem Management, Root Cause Analysis (RCA), Crisis & Emergency Escalation Management
- Service Lifecycle: Service Transition, Service Improvement, Service Optimization, SLA/KPI Management, Operational Metrics & Reporting
- Methodologies & Delivery: Agile Delivery, Process Redesign, Process Optimization, Project Oversight & Facilitation
- Domain Expertise: Banking SaaS (Wealthview), Core Banking, Payment Rails, Financial Technology
- Infrastructure & Security: Multi-Cloud Strategy, AWS, Cloud Infrastructure, Data Centre Operations, Network & Security, API Integrations
- Innovation & Compliance: Operational AI Integration, Regulatory Compliance (OSFI, SOC 2, Interac)
- Analytical & Communication: Strategic Data Analysis, Complex Problem-Solving, Interpersonal Communication, Presentation Skills
- People & Team Development: Team Leadership & Development, Staff Training, Cross-Functional Coordination
Affiliations
- Kitchener Soccer Club (Coach) - U-7 Boys
- Cheer Dad - Athlete at Cheer Sports Sharks
- Golfing
- Gardening
- Soccer
Timeline
Client Service Manager II – Customer Success/Strategic Accounts
TELUS Business Solutions
01.2023 - Current
Client Services Manager II – Financial Services, Managed Retail Banking
TELUS Health & Financial Solutions / Dye & Durham Corporation
09.2011 - 01.2023
Client Services Manager – Client Services/Strategic Accounts – Health Benefits Management
TELUS Health & Financial Solutions (Emergis Inc.)
03.2008 - 01.2011
Project Manager, Assure Data Exchange (Health & Supply Chain Services)
Emergis Inc.
06.2006 - 03.2008
Service Desk Supervisor (Tier 2 Technical Support & Point of Sale Card Services)
Emergis Inc.
05.2004 - 06.2006
Information Systems Management -
Ryerson University
Business Management -
Humber College
OSSD - Business Concentration
Applewood Heights Secondary School