ORNELLA MUKELE
Chateau-Richer,QC
Summary
Customer Success Manager with 5+ years of experience in SaaS and B2B environments, dedicated to driving client satisfaction and retention. Skilled in onboarding, relationship management, and delivering exceptional user experiences. Proven ability to build and nurture lasting client relationships, troubleshoot issues, and optimize processes to improve customer satisfaction. Adept at collaborating cross-functionally with sales, product, and support teams to meet customer needs and contribute to overall business growth
Overview
13
13
years of professional experience
Work History
Senior Project Coordinator
Automotive Industries Association Of Canada
11.2022 - Current
- Spearheaded project coordination efforts, for two annual in-person events. Overseeing cross-functional teams to ensure successful execution of initiatives, on time and within budget.
- Worked with stakeholders to gather requirements, set expectations, and align project deliverables with business objectives.
- Identified potential risks and developed mitigation strategies, minimizing impact on project timelines and outcomes.
- Provided leadership and training to internal teams on project management tools and processes, resulting in a more efficient workflow and improved project outcomes.
- Enhanced team productivity by facilitating bi-weekly status meetings and regular progress updates, ensuring continuous alignment and successful execution of goals. Streamlined project coordination processes by implementing efficient task management and communication systems.
- Reduced project timelines through effective delegation of tasks and monitoring progress to ensure timely completion.
- Worked closely with finance teams to monitor budgets consistently, identifying cost-saving opportunities without compromising quality or deliverables.
Customer Success Manager
Smart Business Strategy Canada
09.2019 - 11.2022
- Managed a portfolio of high-value B2B accounts, ensuring customer satisfaction and long-term success through proactive relationship-building and tailored solutions.
- Delivered onboarding support, including Zoom-led training sessions and workshops, ensuring customers were fully equipped to use products effectively.
- Collaborated closely with internal teams (sales, product, and support) to resolve issues, align expectations, and ensure seamless service delivery.
- Established key performance indicators (KPIs) to track account health and success metrics, enabling continuous service improvement and client satisfaction.
- Conducted regular account reviews and identified upsell opportunities, driving an increase in customer retention and revenue generation.
- Implemented a customer feedback loop, utilizing insights to improve product offerings and enhance customer experience.
Project Manager
Chantier D’Afrique Du Canada
12.2021 - 10.2022
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Developed comprehensive project plans with multiple client projects from initiation to completion, ensuring high-quality results within agreed timelines and budgets.
- Worked closely with product development teams to align project goals with customer needs and expectations, driving customer satisfaction and business growth.
- Identified opportunities for business expansion and client base growth through strategic outreach and marketing initiatives.
- Regularly monitored KPIs and adjusted project strategies to meet client objectives and optimize project performance.
Customer Success Manager, B2B
Marks Commercial
07.2017 - 10.2019
- Managed a diverse portfolio of 30+ B2B accounts, overseeing onboarding, training, and account optimization to ensure clients achieved business objectives.
- Worked cross-functionally with sales teams to ensure smooth transitions from pre-sales to post-sales, enhancing customer satisfaction and reducing churn.
- Increased client retention by designing customized onboarding processes that accelerated product adoption.
- Conducted regular check-ins with clients, identified pain points, and provided timely resolutions, resulting in a high level of customer satisfaction and loyalty.
- Developed training materials and resources to empower customers to maximize the value of their products, improving customer proficiency and reducing support requests.
Commercial Client - Data Analyst
ALTAGAS LTD
10.2013 - 06.2016
- Worked with over 60 commercial and industrial clients to analyze energy market data and provide insights for improved decision-making.
- Developed custom tracking systems to monitor key performance indicators (KPIs), ensuring alignment with organizational goals and enhancing reporting accuracy.
- Maintained up-to-date knowledge of industry trends and advancements in data analytics, enhancing adaptability of solutions provided.
Bilingual Customer Service Representative & Office Admin
TRANSCORE LINK LOGISTICS
04.2012 - 02.2013
- Provided exceptional customer service in both English and Spanish, handling inquiries and resolving complex issues while maintaining high levels of customer satisfaction.
- Facilitated communication for non-English speaking customers, offering translations and explanations of company policies and product offerings
Education
Bachelor of Arts - Sociology
York University
Toronto, ON10.2013
Associate of Arts -
St Mary's University College
Calgary01.2010
High School Diploma & Bilingual Diploma -
Bishop McNally High School
Calgary, AB06.2008
Skills
Core Competencies
- Customer Relationship Management (CRM)
- Onboarding & Product Training
- Client Retention & Upselling
- Cross-functional Team Collaboration
- Data-Driven Decision Making
- Stakeholder Management & Communication
- Process Improvement & Workflow Optimization
- SaaS Customer Success Strategies
- Problem Resolution & Conflict Management
- Strategic Planning & Account Growth
Technical Skills Additional Skills & Certifications
- CRM Software (Salesforce, HubSpot, Insightly)
- Project Management Tools (Trello, Airtable, Wrike)
- Microsoft Office Suite (Excel, PowerPoint, Word)
- Data Analytics & Reporting Tools (Excel)
- Zoom, Microsoft Teams
Languages
English
Native or Bilingual
French
Full Professional
Timeline
Senior Project Coordinator
Automotive Industries Association Of Canada
11.2022 - Current
Project Manager
Chantier D’Afrique Du Canada
12.2021 - 10.2022
Customer Success Manager
Smart Business Strategy Canada
09.2019 - 11.2022
Customer Success Manager, B2B
Marks Commercial
07.2017 - 10.2019
Commercial Client - Data Analyst
ALTAGAS LTD
10.2013 - 06.2016
Bilingual Customer Service Representative & Office Admin
TRANSCORE LINK LOGISTICS
04.2012 - 02.2013
Bachelor of Arts - Sociology
York University
Associate of Arts -
St Mary's University College
High School Diploma & Bilingual Diploma -
Bishop McNally High School
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