MALENA DI TOMASSO
Vaughan,ON
Summary
Client-facing Salesforce professional with 10+ years spanning CRM implementation, technical consulting, and customer success across B2B SaaS and healthcare technology. Experienced leading full-cycle Salesforce rollouts, configuring workflows, reports, and dashboards, and troubleshooting platform issues for 30+ client organizations. Skilled at running discovery conversations, diagnosing root cause independently, and translating business requirements into scalable, well-documented solutions. Comfortable partnering with consultants, developers, and client stakeholders, and delivering hands-on training and demos that drive adoption.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
1
1
Language
1
1
Certification
20
20
years of professional experience
Work History
Customer Support Analyst
MEDHOST
11.2025 - Current
- Diagnose and resolve technical issues across MEDHOST EHR applications, including software, workflow, user access, and system performance problems for healthcare organizations.
- Manage support cases end-to-end, performing root cause analysis, documenting findings, and ensuring SLA compliance.
- Collaborate with cross-functional teams to resolve complex application issues and improve system functionality.
- Guide clinicians and staff through platform troubleshooting and workflow optimization, translating technical detail into clear, actionable steps.
- Remote
Customer Support Specialist
Collain Healthcare, LLC
09.2023 - 11.2025
- Delivered end-to-end customer success on a proprietary SaaS CRM, acting as primary liaison between clients and internal Product and Development teams to surface feedback and drive platform improvements.
- Led full-cycle CRM implementations: needs assessments, data migration, and system configuration aligned to client workflows and requirements.
- Delivered professional services including end-user training, workflow configuration, and CRM integration support.
- Identified client risk proactively and partnered with Support to resolve complex issues, delivering custom reporting to maximize adoption and retention.
- LivingMetrics CRM & ActiveDemand Mktg. Automation
- Remote
Customer Success Manager
Retirement Home Software (RHS) Senior Living CRM – Infinite Analytics, Inc
08.2017 - 09.2023
- Led end-to-end Salesforce CRM implementations for 30+ retirement home clients across US and Canadian markets, managing a team of 3 while achieving 100% on-time delivery, including a 39-site deployment.
- Built scalable Salesforce processes and automations that cut ticket confirmation time from days to under 3 hours and resolution time from 2 days to 2 hours.
- Diagnosed and troubleshot Salesforce technical issues directly with clients, managing invoicing, renewals, and workflow configuration.
- Configured Salesforce integrations with marketing platforms and vendors to support lead generation, aligning platform functionality with client sales and marketing processes.
- Maintained Salesforce database health through ongoing data cleanup, and built custom reports and dashboards to meet client reporting requirements.
- Served as "voice of the customer" in product roadmap discussions and represented the company at trade shows to demonstrate platform capabilities.
- (Acquired by Collain Healthcare, LLC)
Advocacy Manager (Contract)
Microsoft
06.2016 - 06.2017
- Served as final escalation point for complex Office 365 end-user and vendor issues, partnering with Tier 1/Tier 2 technical teams and product subject matter experts to drive resolution.
- Performed root cause analysis to identify escalation drivers, communicating impact assessments and developing both short-term fixes and permanent corrective actions.
- Contributed to strategic problem-solving initiatives that delivered over $10M in documented customer savings.
Client Success Manager
KEV Group
11.2013 - 04.2016
- Rebuilt customer satisfaction and retention for cloud-based school management software, executing implementations for 30 school boards across Ontario, British Columbia, Alberta, and Texas.
Partner Support Account Manager
Andean LATAM Business Unit – Research in Motion (BlackBerry)
06.2006 - 08.2012
- Recruited as first Spanish-speaking Account Manager to support BlackBerry’s #1 business unit expansion in South America, managing 14 carriers across 4 countries with subscriber growth from 1.5M to 3M users.
- Streamlined support operations, cutting resolution delays from 7 days to 2 and reducing support call volume by 20-30%; led migration of partners to a self-service support portal after 8 prior failed attempts.
- Developed carrier training programs, including instructor-led Spanish-language courses, later adopted as best practice across other Spanish-speaking regions.
- Remote/On-site
Education
Diploma - Network Administration
CDI College
OntarioSkills
- Salesforce: CRM Implementation, Configuration & Workflow Automation, Reports & Dashboards, Data Management, Technical Troubleshooting
- Consulting & Discovery: Root Cause Analysis, Requirements Gathering, Client Training & Demos, Process Documentation
- Core Skills: Client Management, Problem-Solving, Time Management & Prioritization, Attention to Detail, Cross-functional Collaboration
- CRM & Platforms: Salesforce, LivingMetrics, Retirement Home Software (RHS), NetSuite, MS Dynamics
- Healthcare IT: MEDHOST EDIS, HL7 interfaces, Ambulatory EHR (YourCareUniverse)
- Marketing Automation: ActiveDEMAND, SharpSpring, Constant Contact, HubSpot
- Support & Ticketing: Freshdesk, Jira, Slack, Quip, MS Teams
- Collaboration & Productivity: MS Office Suite, MS SharePoint, Smartsheet, Google Workspace, Basecamp, Asana, Visio, Zoom, GoToMeeting
- Data & System Tools: Xappex, Formstack, Rollbar, CloudAlly
- AI Platforms: ChatGPT, Claude AI
- Escalation management
- Complaint handling
- Product knowledge
Languages
Spanish
Native or Bilingual
Certification
Web Optimization, Analytics & Online Marketing - Seneca College of Applied Arts & Technology, Ontario
Timeline
Customer Support Analyst
MEDHOST
11.2025 - Current
Customer Support Specialist
Collain Healthcare, LLC
09.2023 - 11.2025
Customer Success Manager
Retirement Home Software (RHS) Senior Living CRM – Infinite Analytics, Inc
08.2017 - 09.2023
Advocacy Manager (Contract)
Microsoft
06.2016 - 06.2017
Client Success Manager
KEV Group
11.2013 - 04.2016
Partner Support Account Manager
Andean LATAM Business Unit – Research in Motion (BlackBerry)
06.2006 - 08.2012
Diploma - Network Administration
CDI College