Zendesk
Heliya Zadeh
Customer Success Leader
GTA,ON
Summary
Passionate and experienced leader with a track record of delivering measurable results with outcomes of high customer satisfaction, reduced churn, and increases in revenue. Demonstrated history of working in Sales & Customer Success, building teams, and leading through periods of growth and transition.
Overview
10
10
years of professional experience
Work History
Manager of Customer Success
MaxSold Inc.
Kingston, ON
09.2022 - Current
- Facilitating multi-functional collaboration across Operations, Marketing, Inbound/Outbound Sales and R&D to increase customer lifetime value, decrease churn, and increase frequency & volume.
- Responsible for the development of customer success strategy, customer segmentation, and implementation of Success tools such as Churnzero, which increased retention by 40% and revenue growth rate by 13% (~$17M gross revenue), and NRR118%.
- Develop distinctive strategies to achieve and sustain competitive advantage; anticipate risk and trends and devise contingency plans accordingly including Ideal Customer Profiles, working on marketing campaigns, and tactical identification of business opportunities.
- Personally responsible for maintaining and Collaborating with Enterprise Partnerships to continue to develop existing advisor relationships and influence growth within the customer portfolio.
- Helped establish an onboarding team and process that increased new users in completing 1-2 sales by 40% (~$1M+ gross revenue) and in meeting 2-3 sales by 8% (~$43K gross revenue) within six months.
- Assisted in building sales forecasts and operational plans, as well as managing dashboards and reports relevant to Customer Success. working with the Data Science team (MaxSold Lab).
- Building, training and leading the customer success team (16 members in total) which accounts for 68% of company revenue.
Customer Success Manager
MaxSold Inc.
Kingston, ON
02.2021 - 09.2022
- Built, managed, and grew strategic partnerships with partners, and maintained long-standing relationships resulting in 72% growth in 7 months.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Responsible for tracking, analyzing, and communicating key metrics, KPI targets, business results, and a budget of $400,000+ to continuously improve business operations and further develop key relationships.
- Maintained pre-sales pipeline data, developed creative and/or effective plans, and took actions to move opportunities to closure.
- Demonstrated empathy and was a trusted advisor and advocate for customers, ensuring that each touch-point across the customer journey was engaging, efficient, and effective.
- Identified and mitigated risk early to ensure ongoing customer satisfaction which resulted in a 30% increase in NPS scores correlated with customer satisfaction.
Director of Operations
Dogtopia
Brampton, ON
10.2019 - 12.2020
- Oversaw budgeting and cost tracking, diligently controlling expenses to ensure maximum ROI; identified and exploited significant cost-saving opportunities, improving P&L performance.
- Provided oversight across all day-to-day financial, administrative, and operational facets of the branch to manage and monitor accounts receivable totalling $300,000
- Directed business development, leveraging data to identify commercial opportunities and orchestrate marketing and sales strategies, steadily augmenting revenue; doubled sales team and boosted revenue by $20.000 within first 4 months of joining.
- Oversaw some Human Resources Management functions, ranging from new hire onboarding to training, staff performance management and employee wellness.
Senior Customer Relations Manager
Pet Valu
Toronto, ON
10.2018 - 12.2019
- Oversaw an established 150,000 book of accounts , while actively pursuing new business through prospecting, lead generation, networking, and marketing
- Headed the Quality Assurance program, coordinating detailed on-site evaluations, internal audits, and customer surveys
- Identified and exploited cross/up-selling opportunities, increasing key accounts revenue by 11% on average
- Oversaw and collaborated with a team of 14 in Marketing and Sales departments to develop impactful initiatives aimed at improving in-store customer experience.
Account Manager Supervisor
Smith Veterinary Hospital
Toronto, ON
08.2016 - 10.2018
Practice Manager
Major Mackenzie Animal Hospital
Vaughan, ON
09.2015 - 08.2016
Assistant Manager
Enterprise Rent A Car
09.2013 - 04.2015
Education
Bachelor of Science - Biomedical Science
York University
Toronto, ON 05.2001 -
Skills
Customer Relationship Management Software (CRM)
Software
Salesforce
ChurnZero
Gong/Revenueio
Timeline
Manager of Customer Success
MaxSold Inc.
09.2022 - Current
Customer Success Manager
MaxSold Inc.
02.2021 - 09.2022
Director of Operations
Dogtopia
10.2019 - 12.2020
Senior Customer Relations Manager
Pet Valu
10.2018 - 12.2019
Account Manager Supervisor
Smith Veterinary Hospital
08.2016 - 10.2018
Practice Manager
Major Mackenzie Animal Hospital
09.2015 - 08.2016
Assistant Manager
Enterprise Rent A Car
09.2013 - 04.2015
Bachelor of Science - Biomedical Science
York University
05.2001 -
Similar Profiles
MerryRose HowleyMerryRose Howley
Auction Team Member at MaxSoldAuction Team Member at MaxSold
Alana BodiAlana Bodi
Senior Support Manager at MaxSoldSenior Support Manager at MaxSold
Carl HandyCarl Handy
Senior Software Engineer at MaxSoldSenior Software Engineer at MaxSold
Hrithik SinghHrithik Singh
Office Administrator Manager at AFIMAC GLOBALOffice Administrator Manager at AFIMAC GLOBAL
Jiancong ZhouJiancong Zhou
Assistant Store Manager at Btrust International Trading IncAssistant Store Manager at Btrust International Trading Inc