Summary
Overview
Work History
Education
Skills
Websites
Personal Information
Languages
Timeline
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Neil Gillman

Neil Gillman

Greater Toronto Area,ON

Summary

Seasoned people leader within global technology and SaaS. Almost a decade experience successfully scaling numerous Support, Customer Success, Onboarding and Customer Experience teams. Love collaborating with Sales, Product, UX, BI/Data and Operations teams to improve stakeholder experience. Greatest career legacy is mentoring people to go onto become CS/CX leaders (3 ex-direct reports are current senior CS leaders, and growing).

Overview

10
10
years of professional experience

Work History

Director, Customer Success

EcoOnline Inc.
10.2022 - Current
  • Led 12 direct reports including 2 managers, overseeing Customer Success, Onboarding and Support functions for NAM customer base
  • Developed Customer Health Score to proactively identify risk and expansion opportunities, as well as related playbooks for each (curate to various customer segments)
  • Developed segmented customer journeys, including tech-touch SMB and Strategic Teams model, resulting in +68% average expansion bookings per segment and -20% topline churn per segment YoY
  • Managed CS expansion pipeline and led team to achieve 102% NRR attainment
  • 90% YTD GRR, > $1mm CS driven expansion revenue on $10mm ARR
  • 98% Support CSAT and 92% Onboarding CSAT.

Global Director, Customer Experience

ZOLEO
04.2021 - 10.2022
  • Led global digital transformation project to stand up Global Customer Experience and Support functions for 40k+ B2C subscriber base (North America, APAC, Europe)
  • Developed end-to-end customer journey for various segments (B2C, Enterprise), including automated engagement campaigns, proactive account management, Customer Support, Referral programs, etc
  • Reported directly to CEO, with 8 direct reports and 1 Team Lead
  • Developed 'ZOLEO for Business', a VIP onboarding, implementation and account management process for ZOLEO enterprise and channel partners
  • Ongoing work to implement CRM and create downstream automations for better customer data and personalized engagement
  • Responsible for overall ZOLEO CX budget.

Director, Customer Success

OnCall Health
01.2017 - 01.2021
  • Responsible for leading and scaling Customer Experience (end-to-end customer journey and support) operations at leading Canadian venture-backed virtual care startup
  • Managed and coached team of 10 Customer Success Managers (SMB + Enterprise), Technical Support Agents and Account Coordinators
  • Maintained positive overall CSAT + NPS yearly across all verticals as well as consistent high renewal rate
  • Owned, implementation and optimization of Operations tool stack (Salesforce, Zendesk, etc.)
  • Part of senior leadership team responsible for driving strategy and growth across whole organization
  • Started as employee #6 and helped scale business to post Series-A and eventual successful exit.

Owner and Managing Consultant

Neil Gillman Consulting
01.2014 - 01.2021
  • Go-to-market strategy and operations consulting services
  • Have worked with numerous digital health innovators (start-ups and scale-ups).

Education

Post-Graduate Certificate in Project Management -

University of Toronto
Canada
06.2019

Bachelor of Science - Health Sciences

York University
Canada
06.2011

Skills

  • Project Coordination
  • Business Development
  • Budget Control
  • Business Administration
  • Operations Management
  • Project Management
  • Creativity and Innovation
  • Strategic Planning
  • Team Management

Personal Information

  • I love the outdoors
  • I love physical fitness (Peloton, Olympic Lifting)
  • I love working with my hands in my spare time (woodworking, knife making)
  • I'm a musician and play numerous instruments including the drums and guitar

Languages

English
Native or Bilingual

Timeline

Director, Customer Success

EcoOnline Inc.
10.2022 - Current

Global Director, Customer Experience

ZOLEO
04.2021 - 10.2022

Director, Customer Success

OnCall Health
01.2017 - 01.2021

Owner and Managing Consultant

Neil Gillman Consulting
01.2014 - 01.2021

Post-Graduate Certificate in Project Management -

University of Toronto

Bachelor of Science - Health Sciences

York University

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Neil Gillman