Aisha Chaney

Sr. Director, Customer Success - Enterprise

PointClickCare

Nov 2020 - Current (5 years 11 months)

Creation of KPIs and OKRs
Collaborative development of Customer Success maturity model
Ownership of strategic projects to optimize Gainsight
Analyzing lagging indicators of churn to inform where to invest
Ensuring prioritization, resolution and escalations
Creation of internal process improvements, fostering customer centricity

Interim VP of Customer Success

PointClickCare

May 2023 - Feb 2024 (10 months)

Establish strategic direction, leading CS org
Collaborating with cross-functional teams to drive change management initiatives
Interfacing with heads of departments org wide to support growth
Analyze data to optimize customer outcomes and experience
Focused work towards the creation of adoption motions and outcomes framework to deliver on PointClickCare’s value promise

Director, Customer Success - Regional/Enterprise Markets at PointClickCare

PointClickCare

Jan 2019 - Oct 2020 (1 year 10 months)

Identified Cloud tools including Gainsight, conducting product research and implementing playbooks, health scores and custom dashboards to improve operating and organizational efficiency
Enabled team to understand customers strategic and organizational goals and developed measurable plans to help customers achieve set goals, realize value and remove barriers
Recruited, coached and developed Customer Success Managers
Managed the success of the team KPIs through use of data and tools
Served as primary point of escalation of issues for my territory and insured prioritization and resolution
Evaluated churn reasons to minimize product loss
Took an analytical approach to understand and continuously improve the per

Director, Customer Success - Western US

PointClickCare

Feb 2018 - Jan 2019 (1 year)

Built and fostered strategic client relationships
Worked to understand customers strategic and organizational goals and developed measurable plans to help customers achieve set goals, realize value and remove barriers
Created, lead and supported strategic initiatives to promote adoption, increase utilization and expand wallet share within territory
Recruited, coached and developed Customer Success Managers
Managed the success of the team KPIs through use of data and tools
Gathered valuable feedback from clients and market insights for Product, Marketing, Sales and other internal stakeholders
Served as primary point of escalation of issues for my territory and insured prioritization and resolution
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Account Manager - CA / NV

PointClickCare

Mar 2015 - Feb 2018 (3 years)

Acted as the primary PointClickCare contact for the assigned accounts in my territory
Maintained and improved my clients net promoter scores
Positioned new PointClickCare products and services within my client portfolio
Developed action plans for my accounts and drove further adoption of PointClickCare Electronic Health Records products
Liaised with the Technical Account Managers to coordinate care for accounts that subscribed to TAM services
Created strong reference sites to be used during the sales process

Account Development Representative

PointClickCare

Mar 2014 - Feb 2015 (1 year)

Lead generation in both the skilled nursing and assisted living markets, assisted the Sales Channel by attracting and qualifying prospects evaluating or considering purchasing PointClickCare software products and services
Built and fostered prospect relationships with National Senior Living Chains - 2001+
Successful at exceeding my target month-after-month by as much as 125%
Increased awareness of new products and services through collaboration with account executives, partners and prospects both face-to-face and over the phone
Documented and maintained the integrity of data through daily use of a CRM
Promoted seminars and corporate & marketing events

Coordinator of Programs and Projects (Coordinator, Community & Family Services)

The Salvation Army

Jan 2004 - Feb 2014 (10 years 2 months)

Coordination, organization and communication of innovative programs, major fund raising campaigns and special projects exceeding financial targets by as much as 26%
Stewardship and Stakeholder engagement through public events and media relations resulting in donor awareness and contributions that were able to support a 15% increase in client usage
Process lead for intake services, case management and emergency assistance
Recruitment and orientation of Advisory Council members, staff, volunteers and corporate teams
Member of the Advisory Council and Management Team
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Community Action Assistant - HRDC Contract

The Salvation Army

Jul 2003 - Jan 2004 (7 months)

Fundraising and relationship management to support a major capital campaign
Research to support the launch of innovative project
Development of policy and procedures
Collaborated on the formation, appointment and administration of an Advisory Board
Coordinated highest grossing annual campaign for the organization

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Administrator

Nottinghill Place Chiropractic Clinic

Jan 2002 - Jul 2003 (1 year 7 months)

Developed patient care plan model and managed individual plans and patient budgets
Received new and returning patients/booking appointments
Performed general administrative duties including filing, typing and support

K

Recreation Assistant (Life Enhancement Assistant)

Kensington HealthKensington Gardens

Jan 2002 - Aug 2002 (8 months)

Coordinated and facilitated activities and special events to meet the social, intellectual, spiritual, emotional and physical needs of residents according to Ministry of Health guidelines
Completed resident admissions/assessments, care plans, program documentation
Created monthly communication material
Contributed to care conferences as a member of an interdisciplinary team
Supported staff team integrally to ensure the integrity of the client and high quality of life

O

Activation Assistant

Oakville LifeCare Centre

Sep 1998 - Jan 2002 (3 years 5 months)

Designed and implemented programs and special events for residents and family
Trained, supervised and evaluated volunteer/student placements and provided correspondence/reports accordingly
Completed resident assessments and care plans, progress notes and related Ministry documentation and administrative functions
Fundraised with team members in support of the Residents and determined budget for various program supplies

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Aisha Chaney

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