Athena Software is pleased to announce that Amanda McInnis has been named Vice-President, Customer Experience at the rapidly growing Waterloo, Ont. company.
This newly-created Executive position reflects Athena’s dedication to customer service and marks a promotion from Amanda’s previous role as Director of Professional Services. In that capacity, Amanda led a global team and instilled a customer-centric, project management discipline to the successful implementation of Penelope case management software at nonprofits and human service organizations worldwide.
As the Vice-President, Customer Experience, Amanda will continue to manage and oversee the Professional Services team while also assuming responsibility for Athena’s Customer Success department, which is committed to nurturing the ongoing partnership between Athena and its growing customer base post-implementation.
“Amanda is a perfect fit for this newly-designed role, as her service excellence, integrity, professionalism, and dedicated commitment to total customer satisfaction is representative of Athena’s overall mission and values,” said Geoff Bellew, CEO of Athena Software. “Amanda’s extensive experience and knowledge of the nonprofit sector made her a natural choice to deliver rich value to our customers and bolster our executive leadership team in a time of rapid and exciting growth for Athena.”
Prior to joining Athena Software as a senior business analyst in 2014, Amanda worked for a large nonprofit community services organization in Hamilton, Ont., where her responsibilities included overseeing quality assurance initiatives, as well as partnership development, strategic planning, and development and documentation of operational procedures and standards.
She also helped lead the deployment of Penelope at the organization, giving her an invaluable understanding of the adoption and impact of Penelope from the customer’s perspective.
This attention to customer intimacy, detailed planning and execution, and a deep understanding of nonprofit operations has made Amanda an indispensable source of knowledge and a well-respected advocate for Athena’s customers during her time with the company.
“I am very excited to begin this new chapter of my career at Athena,” said Amanda. “I look forward to engaging further with our customers to ensure they continue to fully realize positive outcomes and achieve the maximum benefit from their investment in our software and services. I’m eager to connect with our growing customer base to introduce a strengthened approach and commitment to delivering the first-class wraparound services and support they’ve come to expect from Athena, something that sets us apart from our competition.”
At Athena, Amanda has overseen a large number of successful implementations of Penelope at a variety of health and social services agencies around the world, while also developing and managing a growing team of business analysts, and leading initiatives on customer engagement, process improvement, strategic planning, and policy development. Her appointment is effective immediately.