Kayla Stansfield

Manager, Operations: Proactive Retention & Interventions Team

Athena

Jan 2026 - Current (8 months)

Manager, Onboarding Associate - Team Lead

Athena

May 2023 - Jan 2026 (2 years 9 months)

Client Success Manager

Athena

Sep 2022 - Jun 2023 (10 months)

C

Customer Success Manager

Apr 2022 - Aug 2022 (5 months)

- Lead the post-sale engagement, retention, and growth of customers - Worked cross-functionally with Product, Marketing, Sales & Design to drive product improvement - Increased usage and adoption of Dover product across all current customers - Strengthen client relationships health post-sale by deeply embedding myself in their accounts to drive high engagement - Served as a client advocate and worked with our business development team to drive strong renewal rates, reduce churn, and generate higher wallet share - Served as the 'voice of the customer' and provide internal feedback on how we can better serve them to maximize customer value - Maintained a deep understanding of our product and spoke with customers about the most relevant featur

Customer Success Lead

PolicyMe

Feb 2021 - Apr 2022 (1 year 3 months)

- Managed monthly metrics across the customer success team - Ran bi-weekly 1 on 1 meetings with team members to coach and develop skills - Managed client escalations by pulling in appropriate stakeholders - Product expert - Worked as the voice of the customer cross functionally across the company - Completed performance evaluations and created/facilitated employee development plans - Coordinated, assigned and managed team work loads

Customer Success

PolicyMe

Jul 2020 - Feb 2021 (8 months)

- Customers point of contact through the application process - Owned key data entry and administration processes - Voice of the customer to management

District Sales Coordinator

MACKENZIE INVESTMENTS

May 2016 - Oct 2019 (3 years 6 months)

• Overseeing the territory management by preparing/maintaining/forecasting consistent geographic coverage including scheduling client meetings • Scheduling and/or coordinating events, which includes sending invitations, booking venues, catering and confirming attendance • Preparing correspondence, special mailings, client reports • Sorting and prioritizing incoming client mail, emails, answering/redirecting calls, responding to inquiries/requests • Maintaining all client-related information in the CRM database • Booking all travel including air, hotel, and transportation for the sales teams • Preparing/presenting monthly internal team reports to the Regional Vice President • Processing expenses

Customer Success

Wealthsimple

Sep 2014 - May 2016 (1 year 9 months)

• Engaged with customers via phone, email, and live chat • Assisted with new client account set up • Point of contact for VIP clients • Helped grow business from 200 clients and ~$2 million AUM to 15,000 clients and ~$500 million AUM • Internal voice of the client, offering insights to all areas of the business to help build a better product • Subject matter expert in finance and personal investing based on Wealthsimple’s methodology • Helped develop and optimize processes and tools related to account opening, funding, identify verification, and other key touchpoints with Wealthsimple

T

Executive Administrative Assistant

Turner Tomenson Wealth Management Group - Raymond James LTD

Aug 2013 - Sep 2014 (1 year 2 months)

Scheduling and Client Support • Manage an executive's busy calendar • Schedule and book all meetings and travel • Complete executive expenses • Answer and direct all incoming calls • Coordinate and schedule upwards of 25 client meetings a week • Retain continuous communication with over 700 clients • Support clients with administrative needs (transfers, address updates, new accounts) • Manage and solve client document deficiencies • Created and implemented a new efficient way to track and schedule client meetings • Proposed a new presentation resource which was implemented New Client Accounts • Prepare new client documents • Open new client accounts in Dataphile • Initiate new account transfers

Office Services/Reception

Raymond James Ltd.

May 2013 - Aug 2013 (4 months)

• Receive incoming/outgoing shipments • Process incoming/outgoing documentation • Scheduled/Set-up meetings and Luncheons • Answered incoming calls and inquires • Greeted and welcomed outside guests

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