Manager of Internal Onboarding and Partner Enablement - SiteDocs Safety Corp (A Nemetschek Company) - Abbotsford, BC
(2025-01)
Launched enterprise-wide Learning and Development function responsible for organizational change initiatives across Sales, Customer Success, Operations, and Development.
- Organizational Design: Created and led new L&D function from inception, establishing governance structures and operating models for enterprise onboarding and partner enablement.
- Change Leadership: Designed standardized ramp workflows across 4 departments, reducing time-to-productivity by 50% and achieving sub 45-day employee ramp times.
- Desire Building: Built first partner enablement program for 6 value-added resellers, creating incentive structures and value propositions that reduced partner onboarding cycle time by 40%.
- Technology Transformation: Evaluated and piloted enablement technology stack to scale course delivery, content creation, feedback collection, and program analytics.
- AI Assistant Deployment: Launched AI-driven sales training tool for global teams (NA, APAC, EMEA), reducing product questions 60% in 3 months, 100% by 6 months. Enabled immediate product knowledge access without waiting for expert availability.
- Awareness & Communication: Owned feedback intake and reporting infrastructure using Trello dashboards, routing insights to Product and Leadership for strategic prioritization.
- Stakeholder Engagement: Delivered insights presentations translating engagement data into actionable narratives for business decision-making.
- Cross-Functional Alignment: Partnered with Product, Marketing, CS, and Channel Sales to synchronize launch timelines, messaging, and organizational readiness.
Customer Success Training Manager - SiteDocs Safety Corp - Abbotsford, BC
(2019-01 - 2025-01)
Moved quickly from a Support Specialist to become the first Customer Success Training Manager, driving customer-obsessed culture and operational transformation.
- Role Creation: Pitched and established position focused on optimizing Onboarding Program across Customer Success, achieving 40% reduction in training timeline for new staff.
- Knowledge Transfer: Developed and maintained Help Center with 500+ articles using text, interactive walkthroughs, and video tutorials to drive product adoption.
- AI Implementation: Piloted and deployed AI assistant and help center automation, achieving 90%+ support ticket deflection and reducing escalation volume.
- Capability Building: Created and maintained curriculum for internal learning management system, strengthening product knowledge and company value adoption.
- Process Redesign: Streamlined New Feature Release Process through cross-team coordination with Product, Marketing, CS, and Channel Sales, saving 400+ hours annually in launch overhead.
- Scale Enablement: Managed enablement operations for 100+ feature releases, ensuring Sales and CS teams had workflows, documentation, and training to support new functionality.
- Enterprise Enablement: Created customized, branded product training for Enterprise Customers, including safety procedure integration.
- Feedback Infrastructure: Designed support interaction, survey, and feature request systems to identify trends and drive customer-centric improvements with regular executive reporting.
Technical Solutions Team Lead - SiteDocs Safety Corp - Abbotsford, BC
(2022-01 - 2023-01)
Led high-performing team of 6 Technical Solutions Consultants supporting advanced product adoption and retention.
- Onboarding Process Design: Created onboarding workflow for new Technical Solutions Consultants, codifying knowledge base and transitioning from peer-to-peer to coursework-based training, resulting in 75% reduction in onboarding timeline.
- Product Adoption Strategy: Drove rollout, adoption, and retention of Analytics, Low-Code Integrations, and API Tools, contributing to 93%+ quarterly Analytics retention.
- Account Portfolio Management: Managed 50+ accounts, driving retention and upsell revenue through structured account management processes and proactive outreach.
- Customer Escalation Management: Provided full-cycle technical support via Zendesk, email, and phone, troubleshooting complex issues and de-escalating customer concerns with Salesforce tracking.
- Development Liaison: Represented customer perspective during QA testing and feature development projects between Customer Success and Development teams.
Sales and Service Representative - Pacific CoastCom - Abbotsford, BC
(2015-01 - 2019-01)
Top 25% sales performer with exceptional customer experience delivery across 19 Canadian branches.
- Consistently achieved top 25% sales rankings monthly, driving team revenue targets.
- Maintained 95%+ positive client satisfaction ratings through customer service excellence.
- Developed tailored product & service plans for diverse customer needs, including Deaf/Hard-of-Hearing accommodations.
- Led creation of client-facing troubleshooting tutorials for self-service support.
- Led company in Learning Center appointments, educating customers on device confidence and renewal drivers.
