Andrew Antoine

Results-driven bilingual professional with 10+ years of experience in customer success, technical support, and account management within the SaaS and financial services industries. Proven ability to lead cross-functional teams, drive product adoption, manage complex client accounts, deliver measurable satisfaction improvements and enterprise onboarding. Recognized for combining technical acumen with exceptional communication skills to bridge the gap between clients and product teams.

Senior Commercial Engineering & Customer Success Manager - Portage Cybertech (Notarius)

(2025-01)

• Lead enterprise client accounts through the full lifecycle — onboarding, expansion, and renewal — ensuring high retention and satisfaction.
• Collaborate with product and engineering teams to drive feature adoption and deliver tailored solutions to strategic clients.
• Manage executive-level relationships, serving as the primary point of contact for complex, high-value accounts.

Technical Support Manager - Portage Cybertech (Notarius)

(2023-01 - 2025-01)

• Oversaw daily operations of the customer support team, defining KPIs and implementing continuous improvement processes.
• Reduced ticket resolution time by optimizing escalation workflows and internal knowledge documentation.
• Mentored and coached a team of support specialists, fostering a culture of accountability and customer-first thinking.

Customer Success Manager - Portage Cybertech (Notarius)

(2022-01 - 2023-01)

• Maintained high client satisfaction scores by proactively addressing risks and identifying upsell opportunities.
• Supported the product deployment process for key enterprise clients, ensuring smooth rollout and adoption.
• Created comprehensive internal and external procedure documentation for the department, improving team efficiency.
• Managed client accounts end-to-end: account opening, ongoing follow-ups, and profile updates.

Technical Support Team Lead - Portage Cybertech (Notarius)

(2021-01 - 2022-01)

• Supervised a team of technical support agents; coordinated workload distribution and performance reviews.
• Acted as an escalation point for complex technical issues, collaborating with development and product teams for resolution.
• Led onboarding and training for new support team members, reducing ramp-up time.

Technical Support Specialist – Levels 1 & 2 - Portage Cybertech (Notarius)

(2016-01 - 2021-01)

• Provided multi-channel technical support (phone, email, live chat) covering subscription management, product installation, and usage.
• Documented tickets accurately and ensured timely resolution within SLA targets.
• Collaborated cross-functionally with internal teams to resolve complex technical issues.
• Maintained and updated internal support documentation as processes evolved.
• Participated in external customer service projects as needed.

Disability Benefits Payment Specialist - Sun Life Financial

(2015-01 - 2016-01)

• Reviewed member contracts to assess eligibility for disability benefits in coordination with Service Canada and the Régie des rentes du Québec.
• Followed up on application decisions (approvals and denials) with government agencies.
• Processed overpayment recovery and released monthly benefit payments to eligible members.

Life Settlements Service Representative - Sun Life Financial

9 months (Contract)

• Managed claims files for deceased members and handled inbound correspondence and calls.

Customer Service Representative - Sun Life Financial

(2010-01 - 2014-01)

• Processed new individual life insurance applications and received medical documentation from clients.
• Assisted in the training and onboarding of new employees.

Diplôme d'études collégiales (DEC) - Social Sciences - Dawson College, Montréal (2005-01 - 2007-01)

Secondary School Diploma (DES) - École Secondaire Henri-Bourassa, Montréal (1997-01 - 2002-01)