Manager / Lead (Jun 2022 – Jul 2025)
Deloitte Canada
Higher Education Transformation (HET), Government & Public Sector Solutions (GPSS)
- Served as functional and technical lead for enterprise SaaS implementations, validating scope, designing future-state process maps, and driving alignment across public-sector clients and cross-functional teams.
- Translated strategic roadmaps into clear delivery plans with milestones, owners, and technical requirements; managed updates in JIRA, DevOps and kept Kanban-boards current for full transparency.
- Led design workshops, gathered stakeholder feedback, and translated business needs into detailed, developer-ready specifications, project milestones, schedules and key deliverables.
- Followed data & process flows and integration dependencies to anticipate issues early, mitigating risks before they impacted timelines.
- Guided internal and client teams through platform capabilities, best practices, and implementation guidelines, enabling faster adoption and reducing delivery friction.
- Facilitated handoffs between design and build teams, identified gaps in requirements, and ensured continuity across the implementation lifecycle.
- Communicated progress and risks clearly to executives, developers, and external stakeholders, ensuring unified understanding and expectations.
- Trained internal teams and client groups on features, capabilities, and system behavior to strengthen technical confidence and long-term self-sufficiency.
- Implemented Agile/Scrum methodologies, managing daily stand-ups, sprint planning, backlog prioritization, and retrospectives to enhance productivity and deliver high-quality software solutions on time.
- Maintained and actively managed RAID (Risks, Assumptions, Issues, Dependencies) log to proactively identify and mitigate project risks.
- Managed project playbooks, including technical workbooks, future state designs, project schedules, post-implementation advisory for continuous improvement.
Manager (Feb 2025 – Jun 2025)
Deloitte Global
Content Strategy (Global Alliances)
- Managed strategic alliances with global Deloitte partners, aligning objectives and fostering cross-functional collaboration across Europe and North America.
- Facilitated high-impact executive planning sessions, strategic workshops, and alignment forums, strengthening global team cohesion and strategic direction.
- Directed multiple concurrent initiatives, overseeing task planning, stakeholder communications, risk mitigation, and change request management to ensure seamless project delivery.
- Partnered with cross-functional teams to introduce AI-driven analytics that improved decision-making and product adoption.
- Collaborated with product and alliance partners to improve service delivery models, enhancing customer engagement and global satisfaction scores.
- Mentored and developed junior team members, promoting growth through constructive feedback, hands-on guidance, and a supportive leadership approach.
Technical Lead (Mar 2022 – May 2022)
ReSolved
Enterprise Operations
- Managed concurrent SaaS enhancement and support projects, improving platform reliability and service quality for high-value enterprise clients.
- Designed and delivered complex workflows and functional enhancements, ensuring solutions aligned with client business processes and long-term scaling needs.
- Translated technical issues and system constraints into clear business language, accelerating client decisions and approvals.
- Coordinated across development, QA, and operations teams to align priorities, reduce bottlenecks, and maintain high service standards.
- Managed enterprise SaaS implementations, driving adoption and value realization for key clients through proactive engagement and consultative leadership.
- Oversaw onboarding, training, and support strategies that improved customer experience and post-launch satisfaction metrics.
Manager (Jul 2021 – Mar 2022)
ReSolved
Operations & Support Services
- Introduced and refined delivery playbooks, templates, and internal processes that improved team efficiency and onboarding consistency.
- Provided technical leadership during discovery and solutioning sessions for new implementations, contributing to SOWs, estimates, and roadmaps.
- Strengthened client relationships through proactive communication, root-cause analysis, and forward-looking enhancement recommendations.
- Established a 3-year strategic vision and operational roadmap, driving significant improvements in productivity and service quality.
- Acted as Subject Matter Expert on platform features, enhancing support operations and stakeholder engagement.
Senior Technical Account Advisor (Aug 2019 – Jul 2021)
SmartSimple Software Inc.
Support Operations
- Led a portfolio of ~15 enterprise clients, acting as their primary technical advisor for workflow automation, configuration, integrations, and long-term platform strategy.
- Conducted full system audits, recommended enhancements, and implemented complex workflows and data structures to modernize and streamline client operations.
- Facilitated training sessions, seminars, and webinars to improve platform adoption and reduce client dependency on in-house support teams.
- Advocated for platform improvements by presenting structured business cases to product teams based on aggregated client insights and future-state needs.
- Drove end-to-end resolution of escalated issues, coordinating across development, QA, infrastructure, and product stakeholders. Led customer success and operations for a diverse portfolio across higher education, healthcare, philanthropy, and finance, ensuring product adoption, customer retention, and measurable ROI.
- Directed and mentored a 17-member Technical Customer Support team, driving SLA-compliant resolutions and fostering a culture of operational excellence.
- Led $10M+ in SaaS implementation projects, achieving >95% client satisfaction and on-time delivery.
- Recovered and retained $2.5M+ in at-risk contracts and delivered $300K in annual revenue through proactive account management and solution optimization.
Technical Account Advisor (May 2018 – Aug 2019)
SmartSimple Software Inc.
Support Operations
- Managed ~5 high-value clients, delivering system reviews, workflow enhancements, and technical recommendations that increased system effectiveness and generated new revenue opportunities.
- Led discovery sessions, drafted requirement documents, contributed to SOWs, and provided hands-on implementation support before, during, and after go-live.
- Translated complex technical concepts into simple, business-friendly explanations, consistently praised by clients for clear, confident communication.
- Proactively engaged clients to understand future roadmap needs and provided structured input to product development teams to influence feature direction. Translated complex client requirements into efficient, automated workflows, serving concurrently as Project Manager and Business Analyst to deliver high-value solutions under tight deadlines.
- Resolved escalations and service requests as the primary delivery and escalation point of contact, ensuring SLA compliance and high Net Promoter Scores (NPS).
- Partnered with cross-functional teams to enhance platform usability, deploy new features, and drive adoption through client education, documentation, and upgrade support.
Technical Community Support (May 2017 – May 2018)
SmartSimple Software Inc.
Support Operations
- Engaged directly with clients within 2–3 weeks of joining, resolving issues quickly while ramping up on platform knowledge in record time.
- Translated business requirements into actionable technical steps, contributing to workflow designs and automation improvements.
- Built trust with clients by simplifying technical language, guiding them through solutions, and enabling faster approvals and adoption.
- Consistently achieved high customer satisfaction (NPS 9.8/10) and reduced churn through proactive engagement and product enablement initiatives.
- Developed strong technical expertise in CRM systems and incident management, laying the foundation for future leadership and advisory roles.
- Resolved client issues efficiently as the primary escalation point, ensuring SLA compliance and recommending process or software improvements to prevent recurrence.
- Facilitated cross-functional collaboration with internal and client teams to implement new platform features, strengthen partnerships, and enhance solution adoption.