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
2022.09 - 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
2021.02 - 2022.09
- 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
2019.10 - 2020.12
- 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
2018.10 - 2019.12
- 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
2016.08 - 2018.10
Practice Manager
Major Mackenzie Animal Hospital
Vaughan, ON
2015.09 - 2016.08
Assistant Manager
Enterprise Rent A Car
2013.09 - 2015.04
Education
Bachelor of Science - Biomedical Science
York University
Toronto, ON 2001.05 -
Skills
Customer Relationship Management Software (CRM)
Managing customer relations
Project planning and development
Strategic planning
Statistic analysis
Business development and planning
Software
Salesforce
ChurnZero
Gong/Revenueio
Timeline
Manager of Customer Success
MaxSold Inc.
2022.09 - Current
Customer Success Manager
MaxSold Inc.
2021.02 - 2022.09
Director of Operations
Dogtopia
2019.10 - 2020.12
Senior Customer Relations Manager
Pet Valu
2018.10 - 2019.12
Account Manager Supervisor
Smith Veterinary Hospital
2016.08 - 2018.10
Practice Manager
Major Mackenzie Animal Hospital
2015.09 - 2016.08
Assistant Manager
Enterprise Rent A Car
2013.09 - 2015.04
Bachelor of Science - Biomedical Science
York University
2001.05 -