Summary
Overview
Work History
Education
Skills
Websites
Affiliations
References
Timeline
Generic
ADAM NICHOLSON

ADAM NICHOLSON

Manager Of Onboarding

Summary

Experience in SASS CS and Onboarding Operations with a robust background in operations management, in dynamic startup environments. Experience working in IT clinical operations. Adept at leading strategic initiatives, ensuring adherence to budgetary and timeline expectations, and developing comprehensive organizational plans and operational models. Exceptional at defining roles, establishing performance metrics, BPO hiring and implementing remote monitoring and trial operation strategies. Strong leadership, strategic thinking, and communication skills, combined with a track record of successfully managing budgets and adapting to organizational changes.

Overview

9
9
years of professional experience

Work History

Manager of Onboarding Operations

Hostaway
06.2022 - Current
  • Team Leadership: Leading, mentoring, and motivating a team of 19+ Customer Success Managers (CSMs). Providing guidance, coaching, and professional development to enhance their performance, customer engagement, and overall satisfaction.
  • Increased onboarding growth 3x from hire
  • Customer Engagement: Collaborating with CSMs to establish and nurture strong relationships with key customers, understanding their unique needs, goals, and challenges. Building and developing tailored success plans and strategies to drive value and satisfaction.
  • Customer Onboarding: Overseeing the onboarding process led by CSMs to ensure a smooth transition for new customers, working closely with the Director of Customer Onboarding and VP of CS to optimize onboarding experiences and product adoption.
  • Created a training procedure playbook for hiring all new staff.
  • Customer Advocacy: Guiding CSMs in serving as customer advocates within the organization, collecting customer feedback, insights, and suggestions to influence product enhancements and improvements.
  • Data Analysis: Collaborating with CSMs to utilize customer data and feedback to measure and analyze customer health, usage, and satisfaction. Develop strategies to proactively address customer concerns and improve customer success metrics.
  • Process Improvement: Working with CSMs to continuously evaluate and enhance customer success processes to optimize efficiency, effectiveness, and customer satisfaction. Guide the implementation of best practices to ensure consistent service delivery.
  • Customer Communications: Collaborating with CSMs to develop and maintain effective communication channels to keep customers informed about product updates, industry trends, and best practices.
  • Collaboration: Fostering strong collaboration with cross-functional teams, including Sales, Marketing, Product, and Support, to ensure a seamless and coordinated customer experience.
  • Metrics and Reporting: Defining and tracking key performance indicators (KPIs) related to customer success managed by CSMs and report progress to the Director of Customer Success.
  • Expansion (Cross-Sell/Upsell): Consultative selling, management, forecasting and execution of opportunities identified.

Director of Customer Experience & Support

MDIIO
1 2020 - 04.2022
  • Designed customer onboarding program for users
  • Implemented Intercom as a CSM system for the department
  • Configured NPS, CSAT reporting metrics, built a customer knowledge-base repository, setup up in-app notifications and email automation to improve the user experience
  • Created Q&A testing for our development team
  • Developed key CX and KPI metrics for measuring success
  • Responsible building the CX team from ground up.
  • Collected CX data and metrics, converted to insights for the organization
  • Crafted an exceptional user experience, developed an ensuite of bonus services for paid subscribers
  • Collecting user feedback for feature requests and product improvement
  • Developed strategies to expand engagement and enable adoption
  • Implemented ClickUp operationally for the organization, for project management and progress purposes
  • Worked close with MDIIO's product development team, focusing on creating a better user experience for the MDIIO platform
  • Analyzing competitors, and finding ways to develop our product to have an advantage
  • Analyzing and managing potential user churn, and developing ways to save the organization from losing revenue
  • Developing content with the marketing team to improve the user experience
  • Managed 'Product' user requests and prioritized recommendations to the engineering team
  • Managed issue logs, and working with the development team for resolving issues
  • Created staff onboarding training, and created knowledge-base articles for users
  • Helped reduce churn creating a retention program.

Senior IT Application Support Specialist

St. Michael's Hospital Toronto
07.2018 - 10.2019
  • Implemented and rolled out various EMR software systems hospital-wide, working with developers and software vendors
  • Worked amongst vendors to ensure issue logs and reported bugs were resolved in a timely manner
  • Supported hospital EMR records system, PACS system, and various application databases
  • Running reports and queries for data metrics and analysis
  • Trained users with hospital applications
  • Created customer knowledge-base articles, and documentation for training internal employees
  • Worked with business stakeholders to develop and implement end-to-end application planning, and implementation
  • Rolled out feedback management, and PAC implementations for the hospital organization
  • Attended weekly meetings with upper management to discuss progress on projects, projects, and expertise.

SAAS SENIOR CUSTOMER SUPPORT REPRESENTATIVE

Junglescout
05.2016 - 07.2018
  • Dynamic professional with a strong background in assisting Amazon sellers to enhance sales and navigate the platform effectively.
  • Experienced in providing SaaS software support for Jungle Scout's web applications and Chrome extension, ensuring high customer satisfaction with a 95% score ranking.
  • Adept at onboarding new employees, maintaining team morale, and offering additional SaaS services to boost sales.
  • Skilled in resolving customer inquiries through various communication channels and proficient in creating comprehensive knowledge-base articles, FAQs, documentation, and instructional video guides.

Clinical IT Application Coordinator

Alberta Health Services
3 2014 - 5 2016
  • Project coordinator for implementing EMR systems for various sites
  • Worked with hospital business area to gather and analyze business requirements, meeting key department managers, traveling on site to hospital zones, working with end users to resolve software issues
  • Worked independently and collaboratively, with minimal guidance to ensure reliable operations of software systems
  • Ensured support tickets were dealt with in a timely fashion, and that customer end user support was kept at its highest level of service.

Education

Software Product Management - Certificate -

University of Alberta
01.2021

Diploma in e-Business -

Alison

Diploma in e-Business -

Alison

Certificate in Inbound Marketing - undefined

Hubspot Academy

Certificate in Social Media - undefined

Hubspot Academy

Javascript Fundamentals - undefined

Freecodeacademy.org

Introduction to SQL programming - undefined

Ryerson University

Audio Engineering Degree - undefined

Ontario Institute of Audio Recording Technology

Business Administration - undefined

Northern Alberta Institute of Technology

Skills

Managing, hiring, onboarding and coaching teams

Building employee training and user onboarding

Managing crisis situations

Team morale

Strategic Planning

SAAS Product management

Automation of CSM systems

Client Retention and account growth

Collecting data, converting into insights

Experience working in a clinical IT environment

Understanding, and implementing CX metrics

Measuring KPI's

Designing customer onboarding programs

Managing, hiring, onboarding and coaching teams

Affiliations

  • SOCAN 2011 - Present
  • Australian Computer Society 2019- Present

References

Available upon request at any moment.

Timeline

Manager of Onboarding Operations

Hostaway
06.2022 - Current

Senior IT Application Support Specialist

St. Michael's Hospital Toronto
07.2018 - 10.2019

SAAS SENIOR CUSTOMER SUPPORT REPRESENTATIVE

Junglescout
05.2016 - 07.2018

Director of Customer Experience & Support

MDIIO
1 2020 - 04.2022

Clinical IT Application Coordinator

Alberta Health Services
3 2014 - 5 2016

Software Product Management - Certificate -

University of Alberta

Diploma in e-Business -

Alison

Diploma in e-Business -

Alison

Certificate in Inbound Marketing - undefined

Hubspot Academy

Certificate in Social Media - undefined

Hubspot Academy

Javascript Fundamentals - undefined

Freecodeacademy.org

Introduction to SQL programming - undefined

Ryerson University

Audio Engineering Degree - undefined

Ontario Institute of Audio Recording Technology

Business Administration - undefined

Northern Alberta Institute of Technology
ADAM NICHOLSONManager Of Onboarding