Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Languages
Timeline
Generic

Joyce Eng

Pierrefonds

Summary

Experienced bilingual professional with over 20 years expertise in account management, business analysis, consulting, and project management expertise.


Proven success in managing and implementing ERP and cloud-based projects across diverse industries. In-depth knowledge of wholesale, retail, manufacturing, import/export, and ecommerce industries.


Dedicated to building strong customer relationships and driving business success. A passionate learner, consistently seeking opportunities to expand skills and knowledge.



Overview

28
28
years of professional experience

Work History

Account Manager

Aptean
02.2024 - Current
  • Increased client satisfaction by building strong relationships and addressing their needs promptly.
  • Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
  • Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
  • Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
  • Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
  • Conducted regular strategic account reviews & meetings to identify areas for improvement, potential upsell opportunities, identify and address client needs, ensure continued success.
  • Established clear communication channels between clients and internal teams.
  • Collaborated with managers to provide customer feedback and recommend product and system solutions.
  • Drove revenue growth by identifying new business opportunities within existing accounts.


Senior Strategic Account Manager

Momentis Systems Inc.
01.2022 - 02.2024
  • Built and maintained positive relationships for key strategic accounts.
  • Keep clients apprised of new products & processes.
  • Provided recommendations/solutions for software or services.
  • Perform software and business audits.
  • Enhanced customer satisfaction by addressing and resolving strategic account issues effectively.
  • Collaborated with cross-functional teams to ensure seamless delivery of services to strategic accounts.
  • Facilitated regular communication between internal teams and clients to maintain alignment on project objectives and expectations throughout engagements.
  • Engage customers needs & ensure account satisfaction
  • Served as the primary point of contact for key stakeholders within assigned accounts, building trust and credibility within those organizations.
  • Increased revenue growth through developing strong relationships with key clients.
  • Implemented tailored solutions for complex business challenges, leading to increased client retention rates.
  • Conducted comprehensive account reviews to identify upsell and cross-sell opportunities for further growth.

Senior Project Manager

Momentis Systems Inc.
01.2010 - 01.2022
  • Lead and oversaw multiple projects simultaneously across all phases of implementation
  • Maintained control of project budgets and timelines to keep teams on task and achieve project milestones
  • Identified & documented client process inefficiencies through gap analysis
  • Consulted on business & operational improvements based on best practices
  • Manage & implemented software/business solutions
  • Tracked & communicated project plans & progress during project life cycle to project team & executives
  • Managed client expectations & conflict resolution
  • Conducted software demonstrations for prospects & current clients
  • Provided outstanding service to clients through effective communications and regular follow-up

Project Manager|Business Analyst|Product Specialist

Momentis Systems Inc.
01.1997 - 01.2010
  • Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with target timelines.
  • Analyzed client business requirements through interviews, document analysis & workflow analysis
  • Designed & documented software specifications & prototypes
  • Collaborated on client requirements with development team
  • Monitored & evaluated development progress & quality
  • Managed QA (Quality Assurance) & UAT (User Acceptance Testing)
  • Managed change requests
  • Analyzed & prepared functional specs for software modifications
  • Created & maintained end-user documentation
  • Trained, consulted, & provided support to end users


Education

Business Studies Certificate -

Concordia University
Montreal, Quebec
01.2012

Systems Analysis & Design Certificate -

McGill University
Montreal, Quebec
01.2003

Skills

  • Account Management
  • Project Planning & Management
  • Business Process Improvement
  • Teamwork
  • Solution building
  • Gap analysis
  • Consulting
  • Effective communication
  • Microsoft Office, SQL Server, SharePoint, Power BI, Azure DevOps, Salesforce
  • Integrations (3PL, EDI, Shopify, Shipstation, Lightspeed, NuOrder)

Hobbies and Interests

  • Yoga
  • Interior decorating
  • Biking
  • Drawing

Languages

English
French

Timeline

Account Manager

Aptean
02.2024 - Current

Senior Strategic Account Manager

Momentis Systems Inc.
01.2022 - 02.2024

Senior Project Manager

Momentis Systems Inc.
01.2010 - 01.2022

Project Manager|Business Analyst|Product Specialist

Momentis Systems Inc.
01.1997 - 01.2010

Systems Analysis & Design Certificate -

McGill University

Business Studies Certificate -

Concordia University

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Joyce Eng