Shona NicolleOttawa, Ontario, Canada
I am an active, involved member of the start-up community across Canada. My go getter and entrepreneurial spirit and attitude drives me to contribute to highly successful Canadian comapnies. I currently work as a Customer Success Manager at ProntoForms, and am a 2015 Graduate Fellow for Venture for Canada.

When I am not hard at work you will most likely find me in the kitchen trying a new crazy recipe, or out for a night of trivia trying to master useless facts.
Manager, Customer Success
Oct 2020 - Current
Leading and supporting a team of Customer Success Managers focused on growing existing customer relationships through onboarding, conducting executive business reviews, monitoring key activities, nurturing the base with compelling content, identifying and forecasting churn risks, and renewing for positive net retention.
Customer Success Manager
Apr 2018 - Oct 2020
As Customer Success Manager at ProntoForms, my role is to advocate for all my customers internally and help in any way that I can to ensure they are getting the most out of our product. This revolves around 5 key motions of onboarding to success, monitoring key activities, nurturing with relevant content, getting to know you through executive business reviews, and managing renewals.
Customer Success Lead
Sep 2017 - Apr 2018
Advancing my role at Swept, my focus still remained heavily on the well being of our customers. I worked everyday to make sure they were supported in getting on boarded with product. I also worked very closely with the development and product team at Swept to manage the priority of customer feedback in terms of bugs reported, UI/UX enhancements, and new feature development.
Customer Success Coordinator
Aug 2016 - Sep 2017
As Customer Success Coordinator I ensured that all our customers are successful in using our software. I work everyday with our customers in responding to questions and conducting trainings. I focused heavily on the on boarding of our customers to make sure the process goes as smoothly as it can. I was also the internal advocate for our customers needs to the rest of my team to ensure our product is evolving to reflect what our customers are looking for.
Business Development Manager
Metamaterial Technologies Inc.
Aug 2015 - Aug 2016
As Business Development Manager at MTI my role was very diverse. My main responsibility involved managing customer relationships through the sales cycle from initial contact to product sample delivery, working closely with MTI's engineering team. Since MTI is a small team, my role was not limited to sales functions. I often found myself branching out to explore other activities such as creating marketing material, composing technical documents, conducting research, and working on proposal documents.
Marketing and Sales Support Manager
Metamaterial Technologies Inc.
Jul 2015 - Nov 2015
Venture for Canada
Mar 2015 - Jul 2017
Venture for Canada pairs new grads with high potential start up companies in Ontario and Nova Scotia. Through a heavy interview process I was selected as one of thirty out of over 800 applicants to be a part of this valuable experience. This program has allowed me to jump start my career and exposed me to an amazing learning opportunity. Earned special recognition in the category of grit.
Teacher's Assistant for Intro to Marketing
Dalhousie University
Sep 2014 - Dec 2014
Junior Marketing Manager
Bell Aliant
May 2014 - Aug 2014
- Conducted a detailed competitor analysis of the home security market• Researched industry statistics to be incorporated into current marketing material• Made recommendations on how to reduce customer calls on over 2000 help desk calls, which were implemented within two weeks• Composed and built a customer satisfaction online survey to deliver to over 1500 current customers• Worked successfully in a small team of ten within the large organization• Presented findings to my team as well as other departments after each completed project• Managed priorities and completed tasks on or before the deadlines
Brand Coordinator
Solar Global Solutions
Sep 2013 - Dec 2013
- Contacted perspective representative to sell our solar and wind powered street lights• Kept contact with current representatives and clients to ensure their needs are fulfilled • Helped in the manufacturing of parts needed to complete orders of solar lighting systems• Maintained and updated the companies social media and web sites• Worked in InDesign on various marketing material
Media Assistant
Rose Wagner Media
Jan 2013 - Apr 2013
- Created and reviewed media schedules for completeness and accuracy• Ran and analyzed reports for online data using excel• Gathered and created reports on new and interesting media opportunities • Handled three clients simultaneously with ease • Became experienced in media schedules – Online, Print, Television, Out-of-Home, and Radio• Completely planned and organized the interview process for a permanent position
Marketing Intern
STI Technologies Limited
May 2012 - Aug 2012
- Worked closely alongside the Marketing Associate to learn the responsibilities of a marketer • Worked everyday at a different challenge to gain valuable experience • Edited important documents for clarity and accuracy • Research and presented software information in front of the entire forty person company with ease• Attended and helped to plan two events to promote STI and publicized their programs
Dalhousie University
2011 - May 2015
Sandler Training
Nova Scotia Community College
Continuing Education, Adobe Photoshop, Illustrator, InDesign
Nova Scotia Community College
Continuing Education, Human Resource Management
Dalhousie University
Bachelor of Commerce (B.Com.), Marketing Management, Dean's List
Acton-Boxborough Regional High School
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