Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Additional Information
Timeline
Generic

Sima Panasky

Ottawa,ON

Summary

Dynamic MBA graduate with 12 years of global customer-facing expertise, specializing in client success management within the SaaS and MSP sectors. Known for leadership in team management, strategic sales, and fostering exceptional client relationships. Seeking opportunities as a CSM to leverage proven abilities in driving client satisfaction, retention, and revenue growth.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Senior Client Success Manager

Convergence Networks (formerly Grade A)
11.2020 - Current
  • Managing highest MRR clients in Convergence Canada (40+ clients), achieving overall 97.5% retention rate past three plus years
  • Identify and leverage opportunities for upselling and cross-selling within the existing client base to maximize revenue and deepen client relationships for Convergence Networks
  • Acting as internal client advocate, ensuring support, project deployments, and contract renewals
  • Maintaining 90%+ Net Promoter Score (NPS) and facilitating client references and referrals
  • Leading cross-functional collaboration for seamless onboarding and optimal client support resulting in 100% successful new client onboarding
  • Managing at-risk clients to reduce churn, resulting in 85% 'at-risk client retention' over three years
  • Implementing a personalized client success plan for each high MRR client to ensure their unique needs and goals are met, ultimately driving client satisfaction and loyalty
  • Leading quarterly business reviews with key stakeholders from my clients, presenting performance metrics, strategic recommendations, and new value-added service offerings to drive client engagement and retention
  • Train and mentor newly hired Client Success Managers (CSM).

Customer Success Manager

Case IQ (formerly i-Sight)
09.2019 - 11.2020
  • Reported directly to the director of product management team, I contributed to the product with new features and capability suggestions to create the product roadmap
  • Enhanced NPS score from 14 to 57 through end-user training and increased product adoption
  • Transformed disengaged client into advocate through regular product feedback sessions
  • Collaborated with sales to identify and support growth opportunities in customer segments
  • Facilitated technical troubleshooting and expanded client usage of software solutions
  • Turned a major client in education industry from a shrinking, disengaged account into an advocate for i-Sight
  • Developed transformational webinars resulting in increased billable work and feature adoption.

Consumer Insights and Business Analytics Regional Lead - Asia Pacific (APAC)

SC Johnson
06.2017 - 12.2018
  • Consolidated regional business centers, achieving 28% annual cost savings and 48% cost avoidance for APAC region
  • Implemented quality improvement measures resulting in 45% fewer consumer claims annually
  • Suggested product enhancements based on consumer insight reports, driving product improvements
  • Presented annual business plans and budgets for the APAC region, with quarterly updates.

Assistant Operations Manager

Scicom MSC Bhd
07.2014 - 05.2017
  • Managed 33 customer service representatives, achieving monthly service level targets and quality scores with a monthly average of 16,000 contacts via calls, emails, and social media
  • Implemented process improvements resulting in reduced contact volume and handling time
  • Demonstrated leadership skills by directing and motivating the customer service team which resulted in having the best employee promotion rate (20% of employees have been promoted in the span of a one-year tenure)
  • Used metrics to drive change and provided process improvement strategies, which resulted in less overall contact volume (20% monthly) and reduced Average Handling Time (7 minutes to 6 minutes)
  • Successfully retained and promoted team members through effective leadership and development.

Specialist - Operations and Knowledgebase

Scicom MSC Bhd
08.2013 - 07.2014
  • Improved customer service processes and metrics, achieving 95% customer satisfaction
  • Transitioned knowledge base to online portal, ensuring up-to-date information availability
  • Facilitated open communication between team members and management through regular meetings.

Customer Service Representative (CSR)

Scicom MSC Bhd
06.2012 - 08.2013
  • Assisted in SOP development and provided training support during project launch
  • Managed shift assignments and workload distribution, ensuring efficient operations
  • Handled complex customer issues, ensuring timely resolution and satisfaction.

Education

MBA -

Universiti Putra Malaysia
Malaysia
05.2012

Bachelor of Science - Health Care Administrations

Tehran University of Medical Sciences
Iran
09.2009

Skills

Soft Skills

  • Strategic Planning
  • Customer Relationship Building
  • Customer Retention
  • Strategic Sales
  • Team Leadership
  • Cross-functional Collaboration
  • Communication skills
  • Problem Solving

Technical Skills

  • Salesforce experience
  • Atlassian and Jira experience
  • Advanced knowledge of Microsoft 365 line of businesses
  • Working knowledge of Business Intelligence tools such as MS Power BI, Yellowfin, Bright Gauge, and Sisense
  • Technical sales experience
  • Excellent understanding of IT Operations
  • Working knowledge of API integration
  • MSP tools such as ConnectWise, Kaseya, IT Glue, and Propel

Accomplishments

    Voted by employees and won the Convergence Networks Canada “Sunshine Employee” award in year 2023 for consistently exhibiting positive attitudes, mindsets, and behaviors.


    “Thanks Now” award

    SC Johnson HQ, Racine Wisconsin in Sept 2017

    Streamlined SC Johnson South Korea's consumer personal informational compliance.

Certification

•Microsoft Security, Compliance, and Identity Fundamentals, January 2024

•MS 365 subscriptions training, July 2023

•MS Azure fundamentals training, December 2022

•Six Sigma: Green Belt, LinkedIn Learning, August 2019

•Business Analysis Foundations: Fundamentals, LinkedIn Learning, July 2019

•Analytical Framework Training SC Johnson, April 2018

•Managing Yourself and Leading Others, Scicom, April 2016

•Excel for Business–Basic and Advanced, Scicom, July 2013

•Corporate Strategy Simulation, Putra Business School, March 2011

Additional Information


Substitute Teacher, Canadian International School (CIS)

Phnom Penh, Cambodia (January-June 2019)

Timeline

Senior Client Success Manager

Convergence Networks (formerly Grade A)
11.2020 - Current

Customer Success Manager

Case IQ (formerly i-Sight)
09.2019 - 11.2020

Consumer Insights and Business Analytics Regional Lead - Asia Pacific (APAC)

SC Johnson
06.2017 - 12.2018

Assistant Operations Manager

Scicom MSC Bhd
07.2014 - 05.2017

Specialist - Operations and Knowledgebase

Scicom MSC Bhd
08.2013 - 07.2014

Customer Service Representative (CSR)

Scicom MSC Bhd
06.2012 - 08.2013

MBA -

Universiti Putra Malaysia

Bachelor of Science - Health Care Administrations

Tehran University of Medical Sciences

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