Customer Success Operations Manager at CloseReach Ltd. (2023-01 – Present) Progressed through increasingly senior roles at CloseReach, supporting customer success, business operations, government procurement and project delivery.
Responsibilities span research and analysis, cross-functional project coordination, stakeholder engagement, reporting, process improvement, consultant management and federal contracting support, with a strong focus on organizing complex initiatives and translating requirements into clear, actionable deliverables.
Customer Success
Specialist at CloseReach Ltd. (2024-01 – 2024-12) Business Support Specialist at CloseReach Ltd. (2023-01 – 2023-12) Proposal Leadership & RFx Management at CloseReach Ltd. (2023-01 – Present) • Led 40+ competitive RFx responses valued between $200K and $3M, managing 2–3 concurrent pursuits from qualification through compliant submission.
- Produced compliant responses for RFPs, RFIs, RFQs, RFSOs, Supply Arrangements, Task Authorizations and unsolicited proposals across federal and provincial procurement.
- Coordinated proposal teams involving executives, sales, delivery, finance, legal, technical SMEs, consultants, subcontractors and strategic partners.
- Led kick-offs, requirements analysis, content planning, compliance reviews, Pink Team, Red Team and executive reviews.
- Managed electronic submissions through portals such as CanadaBuys, SAP Ariba, MERX, Bonfire, Bids & Tenders, JAGGAER, NBON and Purchasing Alberta, etc.
- Collaborated with strategic partners on joint proposal pursuits, coordinating contributions and supporting the development of partnered submissions. AI & Proposal Process Transformation at CloseReach Ltd. (2023-01 – Present) • Modernized proposal development process through AI-enabled automation and standardized workflows.
- Designed, built, trained and continuously improved custom Microsoft Copilot and ChatGPT proposal agents.
- Automated requirements evaluation, content retrieval, compliance support and AI-assisted first-draft development, reducing proposal development time by approximately 50%.
- Reduced the initial drafting burden on technical SMEs, allowing them to focus on validation, solution refinement and Pink and Red Team reviews.
- Built reusable prompt libraries, proposal templates, consultant résumé repositories and approved-content libraries to improve consistency, knowledge sharing and content reuse.
Business
Operations & Customer Success at CloseReach Ltd. (2023-01 – Present) • Collected and analyzed customer feedback, usage patterns and recurring challenges to identify trends, recommend improvements and communicate actionable insights to internal teams.
- Led customer onboarding and implementation activities, coordinating internal resources, establishing timelines, documenting requirements and ensuring customers were supported through key project milestones.
- Developed and delivered customer training, guidance materials and product education to improve adoption and help users maximize the value of available tools and services.
- Acted as a primary liaison between customers, consultants and internal teams, coordinating issue resolution, communicating project updates and ensuring stakeholder requirements were understood and addressed.
- Organized and facilitated customer User Group meetings, including agenda development, scheduling, stakeholder coordination, meeting facilitation, documentation of feedback and follow-up on action items.
- Prepared executive business reviews and customer reports by consolidating account information, project status, risks, usage data and recommendations for senior stakeholders.
- Monitored customer health and project activity to identify emerging risks, service gaps and support needs, coordinating corrective actions before issues escalated.
- Maintained customer documentation, account histories, project records and knowledge assets to support continuity, reporting and informed decision-making across teams.
- Optimized HubSpot CRM by redesigning pipelines, automating workflows and improving reporting across sales, customer success and proposal activities.
- Partnered with executive leadership on opportunity qualification, bid/no-bid decisions, proposal prioritization, resource planning and strategic growth initiatives.
- Built and maintained consultant profiles, project references, capability statements and corporate knowledge assets supporting proposals and business operations.
- Managed executive business reviews, customer health checks, adoption planning and strategic account activities to support retention and expansion.
- Served as Alternate Company Security Officer (ACSO), coordinating personnel security clearances and access requirements, maintaining confidential security records, monitoring compliance requirements, and liaising with government authorities and contractors to ensure security obligations were completed accurately and on schedule.
Facility
Manager at Yang Medicine, Ottawa Allergy Research Corporation, Red Maple Trials Inc., & National Capital Allergy Laboratory Services (2019-01 – 2021-12) Managed facility operations, staff, projects, regulatory requirements and administrative activities supporting multiple medical organizations and a regulated research facility. Served as a key liaison between management, employees, vendors, contractors and external governing bodies while developing the documentation, procedures and systems required to support safe and compliant operations.
Project
Management & Coordination at Yang Medicine, Ottawa Allergy Research Corporation, Red Maple Trials Inc., & National Capital Allergy Laboratory Services (2019-01 – 2021-12) • Managed and coordinated multiple operational, facility and organizational projects involving internal teams, external contractors, vendors and regulatory stakeholders.
- Served as administrating member of the project-management team for a major facility retrofit, coordinating project requirements, schedules, contractors, operational impacts and implementation activities.
- Led the relocation of four medical organizations, coordinating timelines, vendors, equipment, facility requirements and stakeholder communications to maintain continuity of operations.
- Planned and prioritized concurrent operational projects while monitoring timelines, outstanding actions, risks and resource requirements.
- Coordinated preventative and corrective maintenance programmes for a facility supporting four separate organizations, including vendor scheduling, issue tracking and follow-up.
- Evaluated vendors and service providers, coordinated procurement activities and maintained ongoing supplier relationships to support operational and project requirements.
- Managed changing priorities and urgent operational issues while maintaining longer-term project deliverables and organizational requirements. Management & Organizational Leadership at Yang Medicine, Ottawa Allergy Research Corporation, Red Maple Trials Inc., & National Capital Allergy Laboratory Services (2019-01 – 2021-12) • Managed day-to-day facility and administrative operations supporting multiple organizations operating within a shared medical and research environment.
- Supervised employees and coordinated contractors, vendors and service providers, communicating responsibilities, priorities and expected outcomes.
- Assigned and monitored work, followed up on deliverables and addressed operational issues to ensure projects and routine activities remained on schedule.
- Worked closely with organizational leadership to identify operational needs, recommend solutions and implement improvements.
- Supported employee onboarding, training and workplace procedures and developed documentation to ensure staff understood organizational requirements and expectations.
- Established organized administrative and operational systems for correspondence, records, purchasing, vendor information and facility documentation.
- Managed sensitive operational, employee and research-related information with discretion and confidentiality. Research, Regulatory Compliance & Stakeholder Engagement at Yang Medicine, Ottawa Allergy Research Corporation, Red Maple Trials Inc., & National Capital Allergy Laboratory Services (2019-01 – 2021-12) • Served as Chairperson and primary liaison between governing bodies and the research facility during the process of meeting government-established standards for formal research-animal facility certification.
- Researched and interpreted regulatory, certification and operational requirements and coordinated actions required to demonstrate organizational compliance.
- Worked with management, researchers, staff and external stakeholders to gather required information, address deficiencies and prepare the facility for regulatory review.
- Maintained documentation and records supporting regulatory, facility and operational requirements within a confidential medical and research environment.
- Monitored changing public-health and regulatory requirements during the COVID-19 pandemic and translated them into practical
