Insurance Institute of Canada

KU Leuven

University of Ottawa

Renewals Manager- EMEA at Elastic

Elastic

Renewals Manager- EMEA

As a Customer Success Manager at Samanage, and since then as an Account Manager ITSM at SolarWinds after our May 2019 acquisition, I focus on retention and expansion of our customers by creating and maintaining relationships with existing customers, identifying organizational processes and how to apply best practices, and assisting with overall adoption to drive value and increased usage.Key Responsibilities:- Manage customer relationships after the implementation process has been completed ensuring long-term business partnership.- Identify new departmental stakeholders and build those relationships- Act as a product expert in order to apply use cases to different business units and share business process best practices with customers.- Schedule and conduct instructional calls with customers and provide ongoing assistance.- Train and help users in their Samanage environment post-implementation to drive adoption.- Conduct quarterly business reviews with customers.- Manage overall account health.- Prepare renewal options and manage customer subscription end dates.  - Keep up to date on ITSM, ITAM, and ITIL development, and working knowledge of SaaS-based IT terms to be able to speak to customers about our API, integrations, partnerships, and best practices within Samanage.- Post and respond to posts on our community forum in order to share best practices, use cases, and upcoming features with our customer base.- Help educate the customer base by hosting product webinars.

SolarWinds

Account Manager ITSM

The Customer Success Manager (CSM) is a quota carrying sales position, reporting to the RVP of Sales, and primarily responsible for management of new and existing BI and Big Data customer accounts. Using a strong base of customer service skills, I help Customers and Partners from a post-sales perspective to facilitate the interfaces between the Customers and various Pentaho departments. The idea is to ensure a successful deployment of the Pentaho products through development, maintenance, and identification and growth of revenue potential in the assigned accounts.  - Onboard new customers and facilitate the interfaces with Professional Services, Training, Support, and other necessary teams in support of the Customer's successful deployment and use of Pentaho.- Work with Account Executives in the development of existing accounts and identify upgrade/expansion opportunities.- Proactively reaches out to customer, maintain and nurture a healthy client relationships with high level or customer Satisfaction.- Understand and be able to sell the value proposition of Pentaho products.- Handle customer escalations as necessary.

Pentaho, A Hitachi Group Company

Customer Success Manager EMEA

For the Fax and Document Distribution Group within OpenText. Lead qualification and development for EMEA, involving “lukewarm” calling of decision owners (CIO, CEO, Technical directors) and various prospects.  As an Account Manager for key partner accounts across the region, I develop account plans and business development activities with these partners to meet growth targets set by our management team; internally, I manage the pipeline for these accounts and ensure accurate forecasting through follow up and continued communication. I have a special focus on all activity in francophone countries in light of my language skills, coordinating the sales activities with various departments across the company to manage product and service delivery to partners and customers, ensuring customer satisfaction and retention. Key tasks: lead qualification, account management, forecasting, business development, records management, event planning, and customer relationship management.

OpenText

EMEA Inside Sales and Channel Account Management

I designed and implemented structured account management for my international accounts (large international companies with HQs in the NL) which could easily accommodate an increase in team size and activity. It included internal and external communication protocols, information management, financial reporting guidelines, client assessment of service quality, standards of presentation, team coaching, and monitoring of our accounts’ costs and revenues around the world. Using this technique, I helped grow one account from €5 million/year to €35 million/year in revenues over a two-year period. This structure was recognized as “Best Practice” and used as the basis of a new firm-wide global standard in account management, following my appointment as Financial Reporting Champion of the EMEIA region in 2007. I offered training to other account managers in the implementation of this structure, including report making using pivots, Excel and PowerPoint as well as database management.In addition to my regular duties, I managed RFPs; I project managed the Dutch implementation of a new firm-wide CRM system; and made a study on outsourcing to India. I identified some key issues in the firm’s internal global financial reporting systems, which lead to a process reinvention for which I was an internal consultant.

Ernst & Young

International Account Manager

In support of the account manager and responsible partners for various international RCP accounts, I collected, analyzed and presented market, company and client information, putting together reports for internal and client use. I steered the sales process and was the drive behind individual account team members. I managed the action list, pro-actively taking on the operational commercial activities for the account, and prepared client visits while guarding a company-wide approach of prospects. I managed various databases and knowledge system on behalf of the account teams and reported on agreed activities. Participated in RFPs, and took on the management of additional departmental projects, such as the setting up of a newsletter.

International Account Coordinator

Review claim files to determine course of action required; manage relationship with service providers, pool members and insured from all over the world, in both English and French; keep updated calendar of mediation, trials and due dates.

Encon

Senior Assistant Claims Analyst

Teacher for the Department of Classics and Religious Studies, for the class “Methods and Techniques in Archaeology,” in both French and English, with groups ranging from 35 to 65 students.  Related tasks of students and TA supervision; grading papers, projects, essays, and exams; collaborating with faculty and students regarding student assessments and curriculum.  I followed several training sessions on teaching through the university on topics such as effective testing, class preparation, and topic delivery.

Teacher

Elected position within the Student Association of the Faculty of Arts, representing 6000 students.  Responsible for all communications in the form of letters, website, info sessions, newsletters, presentations, meetings, etc.  Chair of the Publication Committee.  Project management within the organization, such as the creation of a monthly newsletter, creation of a website, community outreach program, and student mentoring project.

Vice-President of Communications, Student Association of the Faculty of Arts

As an archaeological data analyst with the Museum of Classical Antiquities (University of Ottawa), I managed a database of archaeological finds and worked on the internal publication of artefacts.As a trench supervisor for the archaeological projects of Tell el-Kaleifeh and Roman Aqaba Project in Jordan, I was further responsible for data analysis and Small Finds Database management.I further consulted in archaeological data analysis for various digs.

Various archaeological sites in the Middle East

Trench supervisor  -  Data analyst  -  Database manager

From basic duties of providing sociological and anthropological background to the exhibits, I became a specialized guide in a range of tour types, such as young children, groups with physical or mental disabilities, architecture, special exhibit, and VIP. I also gave training to other guides on touch-cart animation (using objects to aide learning) and guiding techniques.

Geneviève Trottier