Summary
Overview
Work History
Education
Skills
Employment Skills
Hobbies and Interests
Languages
Hobbies
Timeline
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Scott Oliver

Toronto,ON

Summary

Strong leader and problem-solver dedicated to strategic growth, streamlining operations, and increasing customer satisfaction. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

8
8
years of professional experience

Work History

Client Success Director

LEAP Legal Software CA
10.2022 - Current
  • Responsible for creating quarterly strategic plans geared to driving customer retention and satisfaction.
  • Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
  • Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
  • Drove business expansion by identifying new markets, conducting research, and developing targeted marketing campaigns.
  • Boosted client satisfaction rates through exceptional relationship management and prompt resolution of issues.

Partner Network and Enterprise Director

LEAP Legal Software CA
10.2021 - 10.2022
  • Managed internal and external stakeholders (20+ external consultants)
  • Responsible for the end-to-end success of each implementation, including data quality, training and onboarding, as well as client success and overall satisfaction
  • Successfully implemented 300+ firms with under a 3% churn rate, with special focus on firms of 20+ users.
  • Achieved successful client outcomes by identifying and addressing their unique needs and goals.
  • Expanded the firm's clientele and external partnerships through strategic networking and relationship building initiatives.
  • Streamlined internal processes, fostering improved efficiency and productivity within the firm.

Partner Network and Product Manager

LEAP Legal Software CA
10.2020 - 10.2021
  • Developed and implemented strategies to enhance partner relations.
  • Fostered an atmosphere of continuous learning by leading seminars or workshops on relevant topics, both internally and externally.
  • Leveraged technological tools for efficient case management, organization, and enhanced client communication.
  • Maintained up-to-date knowledge of industry trends and legislative changes impacting clients' businesses or industries.
  • Responsible for QA testing and the launch of key provincial applications.
  • Worked with Global Development Teams to ensure the accuracy and functionality of our product was exceeding industry standards.

Senior Project Manager

GhostPractice Inc
05.2017 - 10.2020
  • Responsible for end-to-end planning and execution of a project.
  • Conducting demos, presentations, and meetings with key stakeholders.
  • Migrating client data from their previous software to ours.
  • Training – individual and firm-wide, as well as internally for new hires.
  • On-boarding clients and ensuring a smooth transition during Go Live.
  • Led cross-functional teams for successful project delivery within scope, schedule, and budget constraints.

Software QA Tester

GhostPractice Inc
05.2016 - 08.2016
  • Improved software quality by creating and executing test plans and cases for various applications.
  • Enhanced user experience by identifying, reporting, and tracking software defects to resolution.
  • Analyzed financial reports and ensured numbers balanced.
  • Participated in scrums to forecast product deliverables.
  • Ensured thorough testing coverage by developing comprehensive test suites for new features and regression testing.

Education

Honours Bachelors Business Administration -

Wilfrid Laurier University
Waterloo, Ontario

Ontario Secondary School Diploma -

Nelson Secondary School
Burlington, Ontario

Skills

  • Business Planning
  • Operations Management
  • Verbal and Written Communication
  • Conflict Resolution
  • Stakeholder Engagement
  • Cross-functional Team Leadership
  • Customer Relationship Management
  • Customer Retention
  • Financial Reporting
  • KPI Tracking

Employment Skills

  • 8+ years in the Legal Technology (SaaS) Industry.
  • Responsible for creating strategic plans, for both tactical and long term visions.
  • Managed multiple teams across several divisions, including Product, Consulting, and Client Success.
  • Achieved globally recognized, record breaking churn rates, for under 5% while managing the Client Success Division within the first 3 years of launch.
  • Implemented 600+ firms ranging from 1-150 users.
  • Finance, accounting and technical background.
  • Developed strong interpersonal, leadership, and team skills through 10+ years of competitive sports and coaching.
  • Proficient in Microsoft Office (Excel, Word, PowerPoint, etc.), Salesforce, Teams, Slack, Confluence, Jira, Trello, SQL, among others.

Hobbies and Interests

Golf, Snowboarding, Rugby, Hockey, Football, Basketball, Tennis, Mountain/Road Biking, Kite Boarding, Scotland, Spain, Morocco, Bahamas, Dominican Republic, Mexico, and extensive travel throughout Canada and the United States

Languages

English
Native or Bilingual
French
Elementary

Hobbies

Sports/Activities: Golf, Snowboarding, Rugby, Hockey, Football, Basketball, Tennis, Mountain/Road Biking, Kite Boarding.


Travel: France, England, Scotland, Spain, Morocco, Bahamas, Dominican Republic, Mexico, and extensive travel throughout Canada and the United States.

Timeline

Client Success Director

LEAP Legal Software CA
10.2022 - Current

Partner Network and Enterprise Director

LEAP Legal Software CA
10.2021 - 10.2022

Partner Network and Product Manager

LEAP Legal Software CA
10.2020 - 10.2021

Senior Project Manager

GhostPractice Inc
05.2017 - 10.2020

Software QA Tester

GhostPractice Inc
05.2016 - 08.2016

Honours Bachelors Business Administration -

Wilfrid Laurier University

Ontario Secondary School Diploma -

Nelson Secondary School

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