Joel Guerin
Waterdown,ON
Summary
Visionary Leader | Client-Centric Strategist | Team Orchestrator
With over two decades of hands-on experience in diverse client-facing roles and a decade-long tenure in steering high-skilled, talented teams, I am a seasoned professional dedicated to elevating organizational success. As a Senior Director at D2L I currently oversee three global teams encompassing 60 professionals across Technical Account Management, Learning Administration Management, and Learning Analytics.
Throughout my career, my unwavering commitment has revolved around crafting unparalleled customer experiences by consistently evolving our services to align with dynamic customer demands. I am passionately driven by the pursuit of refining our offerings to ensure they not only meet but exceed customer expectations.
My leadership philosophy is anchored in nurturing high-performing teams capable of achieving exceptional results. By instilling a culture of continuous improvement and innovation, I've cultivated an environment where teams thrive, consistently delivering outstanding performance.
Overview
11
11
years of professional experience
Work History
Senior Director, Optimization Services
D2L
04.2023 - Current
- Lead 3 global teams including Technical Account Management, Learning Administration Management and Learning Analytics team
- Directed design and execution of business transformation initiatives to drive performance, profit optimization and growth opportunities.
- Drove strategic improvements to enhance operational and organizational efficiencies.
- Fostered work culture of collaboration and inclusion to increase morale and reduce turnover.
- Led development of business operation processes and policies.
- Set strategic plans and [Type] goals to strengthen operations and drive growth.
- Improved customer experiences to increase renewal rates, reduced churn and enhanced support services.
- Assisted with sales and marketing strategies to foster achievement of revenue goals.
- Managed daily operations while overseeing multiple locations to foster increased productivity.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Director, Technical Account Management
D2L
02.2021 - 03.2023
- Oversaw operations and provided corrective feedback to achieve daily and long-term goals.
- Worked closely with organizational leadership and board of directors to guide operational strategy.
- Managed daily operations while overseeing multiple locations to foster increased productivity.
- Established departmental performance goals and provided feedback for underperforming areas.
- Formed strategic partnerships and connected with potential clients to drive business development.
- Monitored office workflow and administrative processes to keep operations running smoothly.
Senior Manager, Technical Account Management
D2L
09.2017 - 02.2021
- Provided strong leadership to enhance team productivity and morale.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Implemented and developed operational standards, policies and procedures.
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
- Developed proposals and presentations for internal and external audiences.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Executed appropriate staffing and budgetary plans to align with business forecasts.
- Recommended and implemented successful strategies to maximize revenue.
- Brainstormed and developed sales strategies to achieve short and long term sales revenue objectives.
- Produced staffing matrix to provide adequate coverage of department.
Manager, Technical Account Management
D2L
10.2015 - 08.2017
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Onboarded new employees with training and new hire documentation.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Team Lead, Technical Account Management
D2L
11.2013 - 10.2015
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
Technical Account Manager
D2L
11.2012 - 10.2013
- Developed and executed solutions to customer needs and drivers through hands-on engagement.
- Built long-term trusted partner relationships to manage stakeholder expectations and meet revenue growth goals.
- Presented technical presentations to clients to explain product features and benefits.
- Cultivated and maintained strong relationships with customers to ensure a positive customer experience.
- Delivered technical presentations matching audience level of expertise to explain products and services to customers.
- Collaborated with cross-functional teams to deliver successful product implementations.
- Helped customers improve results by recommending changes focused on lowering costs, increasing production, or adding new functionality.
- Assisted customers in troubleshooting product issues and provided timely technical support.
Education
Civil Engineering Technology
Mohawk College of Applied Arts And Technology
Hamilton, ONSkills
- Key Performance Indicators
- Team Building and Motivation
- Practice Operations Management
- Core Values Management
- Collaborative Leadership
- Culture Transformation
- Data Analytics
- Team Building Abilities
- Operations Management
- Strategies and Goals
- Strategic Planning
Timeline
Senior Director, Optimization Services
D2L
04.2023 - Current
Director, Technical Account Management
D2L
02.2021 - 03.2023
Senior Manager, Technical Account Management
D2L
09.2017 - 02.2021
Manager, Technical Account Management
D2L
10.2015 - 08.2017
Team Lead, Technical Account Management
D2L
11.2013 - 10.2015
Technical Account Manager
D2L
11.2012 - 10.2013
Civil Engineering Technology
Mohawk College of Applied Arts And Technology
Similar Profiles
Jake HeimpelJake Heimpel
Senior Director, Strategic Accounts, North America at D2LSenior Director, Strategic Accounts, North America at D2L
Lindsay MalcolmLindsay Malcolm
Product Marketing Specialist at D2LProduct Marketing Specialist at D2L
Anna JohnstonAnna Johnston
Snr. Project Manager at D2LSnr. Project Manager at D2L
Imran SohailImran Sohail
Business Development Manager- Asia at D2LBusiness Development Manager- Asia at D2L
Timothy LiTimothy Li
BDC Service Representative at Budds' Imported Cars (JLR)BDC Service Representative at Budds' Imported Cars (JLR)