Laurie Defoy
Team Lead, Client Success @Maple
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WORK HISTORY
Team Lead, Client Success @Maple
Toronto, ON, CA
Leading a team of Client Success Associates and Coordinators-Managing a $10M ARR strategic portfolio, with an emphasis on growth and retention-Conducting weekly 1-on-1 meetings with direct reports-Collaborating to plan, host, and follow up on weekly team meetings-Managing the day-to-day performance of direct reports, including providing guidance, coaching, and supporting career development-Executing client success team processes, deliverables, and goals, and holding the team accountable-Serving as the primary contact on renewals, pricing changes, and expansion opportunities-Playing a key role in team planning, strategy, and achieving team goals and targets
EDUCATION
Harvard Business School
Certificate in Leadership Principles
Harvard Business School
Certificate in Management Essentials
Newcastle University
Bachelor's of Arts and Science, Linguistics
Harvard Business School
Specialization in Leadership and Management
Harvard Business School
Certificate in Strategy Execution
Concordia University
Completed Bachelor's of Arts and Sciences, Honours in Linguistics with Distinction
University of Toronto
Foundations of Business Process Management
University of Ottawa
Master's in Linguistics, Linguistics
Dawson College
Completed College Diploma (DEC), Honours in Modern Languages
SKILLS
ABOUT LAURIE DEFOY
10+ years in customer success and account management supporting Canadian and international Fortune 500 companies. Strong background in consulting partners in employee benefits such as virtual care and EAP. Special interest in process improvement in internal and external workflows. Attended Harvard Business School, University of Toronto, University of Ottawa, Newcastle University, and Concordia University.
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