Marcel-Pierre
Samuels

Customer Success–driven Senior Technical Analyst with 6+ years of experience supporting enterprise clients in SaaS environments. Proven track record of building trusted advisor relationships, guiding customers through onboarding, adoption, maturity, and expansion. Skilled in managing escalations, customer product training, and aligning technology solutions with customer goals. Collaborates cross-functionally with Support, Product, and Engineering teams to drive measurable outcomes, reduce churn, and grow long-term partnerships. I take pride in my ability to empower others through clear guidance and coaching — a strength recognized when I received the Empowerment Quadient Hero Award in 2024.

Awards

Education

Ryerson University

Bachelor of Science — Computer Science Honors

Minor in Geography

Certifications

CompTIA

CompTIA Network+ CE

March 2021 – March 2028

Work Experience

Quadient / YayPay

Senior L3 Technical Analyst Team Lead · 150 Steelcase Rd W, Markham ON

• Primary escalation point for enterprise accounts, ensuring retention and satisfaction across ERP and SaaS integrations (NetSuite, Intacct, Salesforce, API/FTP/SFTP, IMAP/SMTP).
• Acted as strategic advisor to enterprise clients, guiding onboarding, adoption, maturity, and expansion.
• Maintained a 94.44% competency performance score across Q3 2025 by monitoring customer health, CSAT, SLA adherence, and churn risk.
• Delivered customer enablement sessions, success workshops, and workflow optimization training.
• Led team training sessions with success playbooks, technical guidance, and adoption strategies.
• Collaborated cross-functionally with Engineering, Product, and Support to advocate customer priorities.
• Prepared Confluence guides, success templates, and playbooks to scale enablement across accounts.
• Led daily team standups, managed accounts and tickets via Salesforce.

Aug 2021 – Present

Rogers

Technical Support Team Manager · 855 York Mills Rd, North York ON

• Developed strong relationships with enterprise and VIP clients as their main escalation point, ensuring retention.
• Collaborated cross-functionally to resolve complex network challenges, preventing churn through proactive engagement.
• Delivered executive-level support for Office of the President clients.
• Led a team of technical analysts, coaching them on customer-first strategies and scalable success practices.
• Managed Service Level across each Technical line of Business.
• Oversaw real-time analytics and reporting.

Apr 2019 – Aug 2021

VALX

Front-End Developer · Ryerson University Student Startup

• Designed and programmed the Valx website.
• Fixed bugs and planned future functionality.
• Used GitHub and GitLab to track issues and set deadlines.
• Managed a team of 2 other developers.
• Advertised the startup.

Jun 2018 – Jan 2020

Jonar

Software Developer Internship · 55 Rue de Louvain O, Montreal QC

• Experienced querying with Postgres in a professional environment.
• Fixed bugs within the company's ERP software (Paragon).
• Learned the use and functionality of the Amazon API.
• Took part in building a functional integration between Paragon and the Amazon API.

Nov 2018 – Feb 2019

Geek Squad

Counter Intelligence Agent · Best Buy, 480 Progress Ave, Scarborough ON

• Diagnosed hardware and software issues with Laptops, Desktops and Tablets.
• Repaired and imaged Desktops and Laptops; replaced Hard Drives.
• Upgraded software for Windows and macOS.
• Installed and configured Microsoft Office, Outlook, and other software.
• Provided customer service and matched clients to supported products.

Sep 2018 – Nov 2018

Sales Associate

The Source · RBC Plaza, 200 Bay St, Toronto ON

• Learned Bell mobile products and plans.
• Sold mobility, home phone, and TV packages.
• Sold mobile devices and other electronic equipment.
• Managed and organised store stock.
• Listened to customers and matched their requirements to products.

May 2016 – Aug 2017

Skills

Languages & Technologies

Additional Qualifications

Interests