À propos
Bilingual (English/French) Customer Success and Strategic Account Management professional with 15+ years of experience managing enterprise and SMB client relationships within cybersecurity, managed services, telecommunications, and SaaS environments. Experienced in driving customer adoption, renewals, retention, and account growth by aligning technology solutions with business objectives. Trusted advisor to executive and technical stakeholders, known for building long-term partnerships, navigating complex customer environments, and translating technical challenges into strategic business value. Collaborative leader with a proven ability to work across sales, customer success, support, and engineering teams to deliver exceptional customer experiences and measurable business results.
Compétences
- Souci du détail
- Communication bilingue
- Communication
- Service à la clientèle
- Analyse de données
- Saisie de données
- Anglais
- Français
- Google Workspace
- Leadership
- Microsoft Excel
- Microsoft Office
- Microsoft Outlook
- Microsoft Word
- Santé et sécurité au travail
- Sens de l’organisation
- Power BI
- Résolution de problèmes
- Gestion de produit
- Gestion de projet
- Collecte des exigences
- Vente
- Travail d’équipe
- Gestion du temps
Expérience
ACCOUNT MANAGER
ARKYS
avr. 2024 to juin 2025
• Managed a portfolio of SMB clients, delivering tailored IT and cybersecurity solutions aligned with business needs. • Guided clients through technology modernization initiatives, including cloud, infrastructure, and security enhancements. • Built trusted client relationships through proactive communication, strategic planning, and ongoing support. • Collaborated with technical teams to develop recommendations that improved operational efficiency and reduced business risk. • Identified opportunities for service expansion and long-term account growth through consultative discussions.
CUSTOMER SUCCESS MANAGER
TELUS BUSINESS
mai 2021 to sept. 2023
• Managed enterprise and mid-market customer relationships within a large cybersecurity portfolio. • Acted as the primary point of contact throughout the customer lifecycle, including onboarding, adoption, renewal, and retention. • Delivered executive-level presentations and strategic recommendations based on customer goals and business needs. • Partnered with sales, implementation, and technical teams to ensure successful service delivery and customer satisfaction. • Strengthened customer relationships through proactive engagement and solution-focused problem solving.
BILINGUAL IT SUPPORT ANALYST
LIEBHERR CANADA
oct. 2019 to mai 2021
• Delivered bilingual IT support to employees across multiple Canadian divisions. • Installed, configured, and maintained hardware, software, and network resources. • Troubleshot technical issues and implemented solutions to minimize downtime and improve productivity. • Collaborated with internal departments to support business operations and technology initiatives.
PRICING & COMMUNICATIONS COORDINATOR
OSL RETAIL SERVICES
août 2016 to oct. 2019
• Coordinated communications and operational initiatives supporting retail and sales teams. • Facilitated collaboration between internal stakeholders and external partners. • Supported strategic projects that improved workflow efficiency and business operations. • Assisted with reporting, documentation, and administrative processes.
CUSTOMER SUPPORT REPRESENTATIVE
POWERSCHOOL
mars 2016 to août 2016
• Provided technical and customer support through phone and email channels. • Assisted clients with software configuration, troubleshooting, and issue resolution. • Documented customer interactions and maintained detailed service records.
BILINGUAL HELPDESK SUPPORT
WOLSELEY CANADA
mai 2014 to mars 2016
• Delivered bilingual technical support for users across the organization. • Resolved hardware, software, and access-related issues. • Developed documentation and knowledge-base resources to improve service efficiency.
Formation
Everest College
Diploma, Network Administration