Oksana Horbach

Director of Customer Experience @Infinityspm

Toronto, ON, CA

As the Director of Customer Experience, I will be responsible for:Partner Enablement: Develop onboarding, training, and certification programs for delivery partners to ensure consistent, high-quality implementation and support.Customer Success Strategy: Develop and execute scalable strategies that drive customer onboarding, adoption, retention, and value realization across the InfinitySPM product suite.Customer Lifecycle Management: Design and implement processes for onboarding, enablement, QBRs, and ongoing customer engagement to ensure a consistent and proactive client experience.Support Operations: Build and lead a responsive support team, ensuring timely resolution of customer inquiries through effective triage processes, SLAs, and escalation frameworks.Self-Service Enablement: Oversee the creation of documentation, knowledge base articles, and in-app guidance to reduce support tickets and empower users.Feedback & Advocacy: Establish customer and partner feedback loops (e.g, NPS, surveys, user councils) to inform the product roadmap and service improvements.Cross-Functional Collaboration: Partner with Product, Engineering, Sales, and Marketing to align on customer needs, key initiatives, and shared KPIs.Team Leadership & Development: Recruit, mentor, and scale a high-performing CX team across

University of Toronto School of Continuing Studies

Leadership Essentials Certificate

Centennial College

Project Management Certificate

Queen's University

Bachelor of Education, Computer Science, Math, Geography, Co-operative Education

Queen's University

Bachelor of Science, Computing and Information Science