Stephen Cooney
Ottawa,ON
Summary
Dynamic Implementation Specialist with a proven track record in the information technology and services sector. Possesses extensive expertise in implementation, team management, Software as a Service (SaaS), product support, operations, and customer success. Demonstrated ability to work in collaborative environments, lead cross-functional teams, drive process improvements, and deliver exceptional client experiences.
Overview
11
11
years of professional experience
Work History
Team Lead, Client Deployments
Field Effect Software
01.2023 - Current
- Oversee team operations and provide technical guidance on client onboarding and deployment issues.
- Direct the initial setup and allocation of client deployments within the organization.
- Manage partner deployments and foster strong partner relationships.
- Collaborate with leadership to identify process inefficiencies and drive internal improvement projects.
- Consult on the implementation of process automation to streamline client deployments.
- Lead deployment-related projects and contribute to the development of comprehensive reports.
- Facilitate trial programs by collaborating with sales and customer success teams to expedite the training and deployment of trial customers.
- Provide training and advisory support to partner clients on deploying software solutions to their customer base.
- Oversee the company's client offboarding process and procedures.
Client Success Specialist
Field Effect Software
11.2020 - 01.2023
- Cultivated strong client relationships and managed product onboarding following contract execution.
- Orchestrated the implementation of new software functionalities and coordinated beta releases.
- Contributed to CRM reporting, metric development, and data migration to a new CRM platform.
- Conducted client training sessions on the software portal, addressing queries on functionality and setup.
- Managed product issue triage via FreshDesk, ensuring timely resolution in alignment with service-level agreements.
- Spearheaded the creation of process documentation and assessed the efficiency of existing processes.
- Responsible for comprehensive reporting and performance review of direct accounts.
Implementation Specialist
Assent Compliance Inc.
08.2018 - 09.2020
- Managed end-to-end client relationships from contract signing to program launch.
- Developed customized surveys based on regulatory and client requirements using internal survey creation software.
- Analyzed clients' supply chain data and validated information upon upload to the software solution.
- Liaised with clients and internal stakeholders for custom survey updates and revisions.
- Facilitated SFTP provisioning and software solution access while coordinating DKIM setup.
- Advocated departmental interests and survey deployments at the Change Approval Board.
- Led introductory calls post-contract signing and conducted data workshops during client onboarding.
- Updated implementation metrics via Salesforce and Gainsight, ensuring accurate tracking of project progress.
- Participated in client training sessions to ensure seamless transitions to program launch.
- Assisted in identifying client expansion opportunities in collaboration with customer success managers and account executives.
- Provided product support using Zendesk and JIRA, resolving software issues efficiently.
- Enhanced internal processes and developed documentation for implementations and custom survey creation.
Sales Development Representative
SolarWinds MSP
03.2018 - 08.2018
- Collaborated with account executives to develop and organize prospective leads using Salesforce CRM.
- Initiated outreach efforts, providing detailed insights into SolarWinds managed IT service solution offerings.
- Delivered comprehensive information on solution offerings to prospective clients, addressing specific needs.
- Managed lead generation for targeted sales territories and scheduled initial presentations with account executives.
- Established and nurtured external relationships, identifying the value proposition of software offerings.
Sales and Rentals Associate
Long And McQuade
07.2017 - 03.2018
- Provided tailored rental and financing solutions for a diverse clientele, encompassing instruments and professional audio equipment.
- Demonstrated expertise in client education, offering insights on instruments, audio software, and accessories.
- Contributed to daily operations, including inventory management, opening/closing routines, and warehouse maintenance.
- Managed point of sale transactions and account creation for new clients.
- Maintained a diverse instrument inventory for demonstrations and facilitated equipment trials.
- Consistently surpassed individual sales targets.
Operations and Support Officer
Track24 Canada Limited
03.2014 - 08.2015
- Provided frontline support for client issues and ensured timely updates on software versions.
- Managed procurement activities for Track24 Canada.
- Oversaw inventory management for Canada and United Arab Emirates offices, utilizing the Inflow inventory system.
- Collaborated with QA teams to test software solutions and integration with manufactured devices.
- Administered company-wide hardware RMA processes and managed user access permissions on the software platform.
- Served as the primary contact for shipping and receiving operations at Track24 Canada.
- Supported business development initiatives by contributing to product catalogues and marketing materials.
- Developed comprehensive hardware and software operating documentation.
Manager
Canadian Tire Corporation
05.2013 - 01.2014
- Directed multiple internal teams to ensure seamless store operations.
- Managed financial transactions, including safe deposits and daily financial reconciliations.
- Spearheaded store promotions initiatives and managed housewares and sports departments concurrently.
- Assisted store leadership with merchandising projects and inventory management.
- Utilized point of sale systems in the automotive department.
- Facilitated shipping and receiving processes for inventory management.
- Provided leadership in the absence of the store owner.
Education
Project Management Professional -
Project Management Institute
Ottawa, ON05.2024
CST8215 - Introduction to Database -
Algonquin College
Ottawa, ON12.2020
ECO2305 - Microeconomics -
Algonquin College
Ottawa, Ontario01.2016
CST8101 - Computer Essentials -
Algonquin College
Ottawa, ON01.2016
Bachelor of Arts: Law -
Carleton University
Ottawa, ON04.2013
Skills
- Client Relationship Management
- Software Implementation and Integration
- Process Optimization and Enhancement
- Team Leadership
- Exceptional Customer Support
- Data Analysis and Interpretation
- Comprehensive Reporting
- Business Development and Training Strategy
- Proficient in CRM Systems (Salesforce/Gainsight/Microsoft Dynamics)
- Expertise in Project Management Tools (JIRA/GitLab)
- Proficient in Helpdesk Solutions (Zendesk, Freshdesk)
Timeline
Team Lead, Client Deployments
Field Effect Software
01.2023 - Current
Client Success Specialist
Field Effect Software
11.2020 - 01.2023
Implementation Specialist
Assent Compliance Inc.
08.2018 - 09.2020
Sales Development Representative
SolarWinds MSP
03.2018 - 08.2018
Sales and Rentals Associate
Long And McQuade
07.2017 - 03.2018
Operations and Support Officer
Track24 Canada Limited
03.2014 - 08.2015
Manager
Canadian Tire Corporation
05.2013 - 01.2014
Project Management Professional -
Project Management Institute
CST8215 - Introduction to Database -
Algonquin College
ECO2305 - Microeconomics -
Algonquin College
CST8101 - Computer Essentials -
Algonquin College
Bachelor of Arts: Law -
Carleton University
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