LUCY KOPIC
Vancouver,Canada
Summary
Dynamic, results-focused, high-energy, passionate leader with proven success in building and motivating vital teams. A profound passion for leadership, company culture, and travel, with a career journey that reflects a commitment to not only achieving exceptional results but also fostering a thriving organizational environment. Always encouraging team members to feel comfortable voicing questions and concerns, as well as contributing new ideas that drive personal and company growth. Strong presence across many pillars of the business. Organized and diligent, with excellent written, oral, and interpersonal communication skills. Knowledgeable professional with several years of experience bringing planning and problem-solving abilities. Focused on maximizing resource utilization to support scalable operations and increase bottom-line profitability. Organized and systematic with natural relationship-building and leadership talents.
Overview
22
22
years of professional experience
Work History
Director- Customer Success
Travel Edge
12.2023 - Current
- Developed and implemented customer success strategies that increased customer retention.
- Collaborated cross-functionally with sales, marketing, and product teams to enhance product offerings based on customer feedback, leading to a 4% increase in product adoption.
- Led a high-performing team of 3 customer success managers (CSMs), providing coaching, training, and mentorship to improve team performance and customer satisfaction.
- Established performance metrics and KPIs, boosting team productivity.
- Built a strong, customer-first culture by fostering a collaborative environment that aligned team goals with customer success outcomes.
- Established a customer health scoring system, enabling proactive identification of at-risk accounts, leading to an X% improvement in retention rates.
- Utilized customer data and feedback to create insights and actionable plans that improved customer success outcomes, and aligned with business growth strategies.
- Supported the Implementation of Customer success technology (Dynamics CRM) o track engagement, identify trends, and drive continuous improvement in customer success processes.
- Developed and reported on key success metrics such as NPS, CSAT, churn rates, and retention rates to senior leadership.
- Built strong relationships with executive-level stakeholders, ensuring alignment between customer needs and business objectives.
- Led quarterly business reviews (QBRs) with key accounts, driving customer engagement and uncovering new opportunities for growth and partnership.
- Cultivated customer advocacy through successful case studies, testimonials, and reference programs, boosting brand credibility.
- Championed a customer-driven sales strategy, collaborating with sales teams to identify expansion opportunities.
- Directed efforts to design a pricing approach focused on customer success, optimizing renewal rates and product alignment.
Team Leader- Customer Success ,Western Canada
Corporate Traveller
Vancouver, BC
11.2019 - 12.2023
- Spearheaded growth initiatives for a team of four Customer Success Managers overseeing over 80 million dollars in client travel expenditure.
- Implemented strategies aligned with proven growth metrics.
- Displayed leadership and support capabilities with considerable independence in the Western market.
- Key driver of communication, initiatives, and retention of legacy clients
- Contributed to key presentations for potential clients.
- Conducted ongoing analysis of schemes to refine processes and performance.
- Fostered strong relationships with Operations, Sales, and cross-functional teams.
- Executed strategic marketing initiatives to drive growth.
- Drove initiatives to maximize expenditure from Key Clients.
- Presenting new product, service, and technology solutions to clients.
- Implemented strategies fostering customer loyalty and encouraging referrals.
- Executed critical marketing projects.
- Managed key projects for client engagement.
Customer Success Manager / Future Team Leader Customer Success
Corporate Traveller
Vancouver, British Columbia
02.2016 - 11.2019
- Managed a portfolio of 30 clients with 35 million oollar travel spend.
- Played vital role in enhancing team's growth in Western Canada.
- Facilitated organizational buy-in, optimized workflows and enhanced team development.
- Recognized and promoted potential for higher investment from Key Clients.
- Introduced diverse offerings to clients consistently.
- Implemented strategies to enhance business retention and referral incentives.
- Cultivated strong bonds with Travel Managers.
- Drove essential promotional efforts.
- Spearheaded significant customer projects.
- Drove initiatives for continuous program evolution and success.
Manager / Team Leader
Corporate Traveller
Vancouver, B.C
09.2002 - 04.2016
- Led a team of 4-5 travel professionals.
- Oversaw $4.5 million Corporate Travel portfolio for various small to medium-sized businesses.
- Continuously outperformed targets for customer service.
- Continually met and exceeded sales goals.
- Optimized financial resources with refined budget planning and forecast evaluations.
- Provided mentorship to enhance skills and knowledge of juniors.
- Developed comprehensive business plan to facilitate growth.
Education
Bachelor of Arts - Psychology
Wilfrid Laurier University
Waterloo, ON01.2000
Skills
- Team Leadership
- Customer-centric mindset
- Strategic Problem-Solving
- Communication Skills
- Dynamic Problem Solver
- CRM Proficiency
- Conflict Resolution and Negotiation
- Interdepartmental Collaboration
- Client Loyalty Development
- Change Management and Adaptability
Affiliations
Leadership Development Program
References
References available upon request.
Timeline
Director- Customer Success
Travel Edge
12.2023 - Current
Team Leader- Customer Success ,Western Canada
Corporate Traveller
11.2019 - 12.2023
Customer Success Manager / Future Team Leader Customer Success
Corporate Traveller
02.2016 - 11.2019
Manager / Team Leader
Corporate Traveller
09.2002 - 04.2016
Bachelor of Arts - Psychology
Wilfrid Laurier University
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