Madelayne Hajek
Kingston,ON
Summary
Results-driven Customer Success Manager with proven skills in client onboarding, product training, and relationship building, ensuring high customer satisfaction and engagement.
Overview
8
8
years of professional experience
Work History
Customer Success Manager
PocketHealth
01.2026 - Current
- Collaborated with cross-functional teams to develop strategies for driving customer success.
- Collaborated with cross-functional teams to enhance customer experience initiatives, leading to increased client satisfaction.
- Conducted regular client check-ins to gather actionable feedback, informing service improvements.
- Facilitated onboarding process for new customers utilizing PocketHealth platform.
- Assisted in training customers on product features and functionality.
- Demonstrated and explained product features and benefits to overcome customer objectives.
- Resolved customer inquiries via email and chat support with efficiency.
- Developed and maintained strong customer relationships, fostering user engagement and satisfaction.
- Maintained accurate records of customer interactions and issues in CRM system.
Business Development Representative
PocketHealth
05.2025 - 01.2026
- Engaged potential clients through targeted outreach and follow-up communications.
- Conducted outreach activities, such as cold calling, emailing and attending networking events.
- Identified key decision makers within target companies and initiated contact with them.
- Collaborated with sales team to develop tailored proposals for clients' needs.
- Conducted product demonstrations to showcase PocketHealth's solutions effectively.
- Built relationships with healthcare professionals to expand referral networks.
- Built strong relationships with existing customers through ongoing communication.
- Managed customer inquiries and provided timely responses to ensure satisfaction.
Owner and Business Operator
Dog Logic Toronto
08.2019 - 05.2025
- Managed daily operations of a dog daycare and training facility.
- Oversaw budgeting and financial management.
- Identified new opportunities for growth, expansion, and diversification.
- Developed and implemented training programs for staff and dog behavior.
- Coordinated dog care services, ensuring safety and well-being of all animals.
- Oversaw scheduling and client communications for appointments and services.
- Trained staff on best practices in dog handling and customer service standards.
- Led marketing initiatives to promote services through social media platforms.
- Maintained relationships with existing clients by providing superior customer service.
- Developed policies and procedures for the organization.
- Collaborated with other owners on joint ventures and shared resources.
Canine Adoption Agent
Toronto Humane Society
09.2018 - 06.2019
- Assisted with animal adoption processes and customer inquiries.
- Educated the public on responsible pet ownership and care.
- Developed customer relationships and ensured satisfaction with services.
- Provided compassionate care to animals in a shelter environment.
- Monitored animal health and reported concerns to veterinary staff.
- Collaborated with a team to maintain cleanliness and safety of facilities.
- Performed administrative tasks such as data entry, filing paperwork, updating databases and preparing reports.
- Participated in ongoing training programs related to job duties or responsibilities.
Education
Bachelor of Arts - Publications
Ontario College of Art And Design University
Toronto, ON05-2017
Skills
- Customer relationship management
- CRM system management
- Client onboarding
- Product training
- Account management
- Business development
- Cross-functional collaboration
- Stakeholder management
- Proficient in Salesforce, Asana, G Suite, Claude, Slack, Sigma, Notion, Clari Co-Pilot
- Team leadership
- Effective communication
- Active listening
- Relationship building
- Strategic communications
- Self-starter
Timeline
Customer Success Manager
PocketHealth
01.2026 - Current
Business Development Representative
PocketHealth
05.2025 - 01.2026
Owner and Business Operator
Dog Logic Toronto
08.2019 - 05.2025
Canine Adoption Agent
Toronto Humane Society
09.2018 - 06.2019
Bachelor of Arts - Publications
Ontario College of Art And Design University