The impact that a great leader has on people is an impression that lasts forever. Join us as we get to know Thentia leaders better in our Spotlight series. This month we sit down with Shannon Hadfield, Thentia’s Vice President of Customer Success.
Shannon Hadfield is an integral part of Thentia’s Senior Leadership team. She leads her department with 20+ years of program and project management experience and customer success-focused delivery. Prior to joining Thentia, Shannon was with SAS as the Canadian Delivery Lead for the SAS Risk Solutions Suite where she owned customer success for all implementations across Canada.
Shannon has deep background knowledge in consulting services with companies such as CGI, where she managed a large healthcare initiative that included successfully launching 22 hospitals on a hosted solution. She is an experienced leader across all implementation methodologies and has a strong background in leading Agile transformations with a focus on quicker time to value for customers.
What is something you are looking forward to working on as Thentia’s new VP, Customer Success?
There is so much to look forward to as we grow the Customer Success team and discipline. Mapping our customer journey is what excites me the most at this point. Understanding our customer lifecycle and how our customers interact with our broader Thentia team will give us many more opportunities to nurture our customer relationships and invest in their success.
I am also looking forward to working closely with our new VP, Product, Marcie King, to shift our implementation approach to an agile framework. This is incredibly important as it will reduce the time to value for our clients, which is key to customer success. Marcie and I share this vision and I am excited to build our implementation processes around this great new model!
What do you think separates Thentia from the rest of the tech world?
Our fast-paced agility sets us apart. Thentians aren’t afraid to try new things and innovate. From methodologies, to team structures, to how we collaborate in a mostly remote world, to how we can make our customers more successful and, as a by-product, make their customers more successful.
When we need to pivot and do things differently, we just do it. Thentia has a very dynamic culture and the rapid advancements in our solution to better serve our customers keep us constantly moving forward and breaking new ground. There is truly never a dull moment at Thentia.
Which one of Thentia’s core values resonates with you the most and why?
Our core value of A Sense of Purpose resonates with me the most. Thentians are purposeful in what we do. We recognize that our individual contributions result in team and customer success. We keep our customers at the heart of our “why” statement. Why are we at Thentia? To build an amazing solution that helps regulators serve their clients better and more effectively.
Our Sense of Purpose grounds us every day and I personally draw my passion for this role and this company from this.
Do you have any past or present female leadership mentors who have inspired you?
When I first started in technology, there were not many female leaders, sadly. Today there are many highly skilled and insightful women in leadership positions. This shift has been wonderful to see!
I would point to two women leaders who inspired me to achieve and taught me to look at situations differently and find creative paths forward: Daniela D’Ulisse as the Director, PMO at SAS Canada, and Marsha Acott as the Vice President and Corporate Controller at Export Development Canada. Both of these women taught me how to cut through the noise and focus on what really matters. They also taught me how to make a lasting impact to teams, clients, and organizations at the senior leadership level. I have both of them to thank for their mentorship.
What is something you look forward to completing on your bucket list?
Like most people I’m sure (as we climb out of the global pandemic), travel is at the top of my bucket list. I want to visit Scotland and I would love to spend time at a French chateau and immerse myself in the culture. Anywhere warm, sunny, and relaxing during the cold Canadian winters would be nice too!
Another bucket list item is learning a new language. I am going to start with re-learning French and then I am considering learning Italian, too.
How or in what ways has technology made a positive impact on your life?
I feel the most positive impact from technology for me has been collaboration. Being able to quickly and easily connect with family and friends, especially during the pandemic, has been key to keeping a positive state of mind.
As well, companies equipping themselves for remote employees has broadened the employment landscape for many industries and workforces. Being able to video chat with colleagues from far away to work together strengthens team bonds and promotes creativity. While there is nothing that will replace in-person interactions, technology has bridged a large gap and made the ability to collaborate and stay connected much easier.