Ricardo Birk

Sales, Onboarding and Customer Success Manager with over 10 years of experience delivering exceptional service, driving customer satisfaction, and improving operational efficiency across diverse workflows. Skilled in managing customer accounts, resolving complex issues, and optimizing service processes to support business growth. Recognized for a smart and strong mindset with good communication, problem-solving, and relationship-building abilities.

Seeking to bring a customer-first mindset to a dynamic and growth-oriented organization.

Head of Sales & Customer Success at FoodDocs (2025-09 – Present)

Managed North American accounts from onboarding to expansion and retention, led sales operations, and drove customer success initiatives.

• Managed 120+ North American accounts, from onboarding to expansion and retention.
• Booked and led sales calls with inbound leads; assessed needs, ran product demos, and gathered feature requests.
• Created and presented tailored subscription pricing to close deals and drive revenue growth.
• Led onboarding and drove product adoption to secure health customers.
• Identified and closed upsell opportunities to expand account value and gather revenue.
• Built strong client relationships through proactive check-ins and success planning.
• Monitored account health metrics to reduce churn and increase engagement.
• Acted as the primary point of contact for all accounts, managing ongoing customer needs through the support chat.
• Collaborated with the CEO and COO to resolve issues, improve the product management, workflow, issues management and reporting.
• Delivered tailored solutions based on customer workflows and compliance requirements.

Customer Success Manager at Katana MRP (2022-07 – 2025-04)

Managed 300+ customer accounts contributing to $210K+ in monthly recurring revenue, conducting daily consultations and driving product adoption.

• Managed 300+ customer accounts, including Advanced and Professional tiers, contributing to $210K+ in monthly recurring revenue (MRR).
• Identified opportunities to improve customer engagement, reduce churn, and drive account growth through proactive support and education.
• Conducted daily virtual consultations to assist clients with product usage, resolve issues, and ensure successful onboarding and adoption.
• Collaborated with internal teams—including Support, Product, Marketing, and Engineering—to communicate customer needs and contribute to service improvements.
• Daily meetings with customers to increase product usage, reduce churn, and expand account values by $3K–$7K/month.
• Managed billing tasks including subscription adjustments, failed payment resolutions, and account upgrades/downgrades.
• Worked with clients to uncover system adoption opportunities and expand account value, contributing to MRR growth.

Customer Success Manager at EShipper (2021-09 – 2022-07)

Managed relationships with key clients including Whirlpool Corporation and Primed Medical Products, overseeing high-value accounts and significant order volumes.

• Managed relationships with key clients, ensuring timely execution of deliverables and a high level of service.
• Oversaw 10+ high-value accounts, including Whirlpool Corporation and Primed Medical Products.
• Managed 250+ orders daily and 50K+ SKUs across multiple client catalogs.
• Handled $150K+ in daily B2B/B2C order volume using NetSuite, Shopify, and Amazon platforms.
• Supported supply chain activities such as inventory planning, order fulfillment, and vendor coordination across multiple locations.
• Responsible for invoice management, stock cycle counts, and cross-functional operations with fulfillment and logistics teams.

Growth and Retention Specialist at Give & Go Inc. (2019-10 – 2021-09)

Managed logistics and fulfillment for major retailers, ensuring 100% on-time delivery and processing high-volume sales orders.

• Managed logistics and fulfillment for 100+ SKUs daily across major retailers like Walmart, Costco, Target, and Kroger.
• Ensured 100% on-time delivery by overseeing carrier tracking and logistics coordination.
• Processed and invoiced 250+ weekly sales orders valued at $50K–$250K using NAVISION and SPS Commerce.
• Forecasted purchasing to ensure stock availability, to reduce excess stock and to anticipate shortages.
• Compared seasonal data to track client ordering trends and on workflow improvements in QBRs.
• Conducted meetings with clients to present new products and drive adoption into the existing order pipeline.

Order Control Supervisor at Gate Gourmet Canada (2017-01 – 2019-08)

Supervised a team of 6 order control associates responsible for flight carrier data entry and logistics coordination for 10 international airlines.

• Supervised a team of 6 order control associates responsible for entering flight carrier data into Salesforce, ensuring accuracy across logistics for 10 international airlines.
• Reviewed and analyzed 150+ flight orders per shift using Excel, coordinating with 30+ international teams to verify correct passenger counts and meal allocations, achieving a 99% data accuracy rate.
• Communicated real-time logistics updates—including flight changes and meal adjustments—to 5 global stations, minimizing operational errors and ensuring meal-destination alignment.
• Managed last-minute changes and special accommodations by accurately updating passenger and meal data, maintaining 100% compliance with flight logistics requirements.
• Led daily oversight of 6 team members to resolve errors swiftly, utilizing clear communication and solution-oriented leadership to maintain workflow efficiency and accuracy.

Intake Associate at Brampton Multicultural Center (2013-05 – 2016-09)

Provided personalized support to 500+ ESL clients with personal and professional needs including website navigation, form completion, and immigration-related assistance.

• Provided personalized support to clients with personal and professional needs, including website navigation, form completion, and English language assistance (spelling, comprehension, and communication).
• Conducted intake interviews and delivered ongoing support for 500+ clients, all of whom spoke English as a second language (ESL).
• Maintained and optimized client file organization; updated internal database systems to improve data accessibility and efficiency.
• Guided new Canadian residents through essential application processes, including citizenship, Social Insurance Number (SIN), health card registration, and Ontario tax benefits.
• Designed ESL teaching materials using HotPotatoes™ software, including interactive worksheets and educational handouts.
• Delivered individualized assistance for clients on temporary housing options, shelter services, and foundational resume building.
• Created and presented educational workshops on essential life skills such as mobile phone usage, bill payment, and credit-building, using Microsoft PowerPoint and Prezi.
• Spearheaded a successful fundraising initiative that provided 125 mobile phones to Canadian newcomers lacking access to communication tools.

Bachelor's Degree in Health Administration – Wilfrid Laurier University (2013 – 2016)