Position: Customer Success Manager
Category: Support
English level: fluent
Years of experience: 2

- Developed and implemented a comprehensive customer success strategy, resulting in increased customer satisfaction and retention.
- Conducted thorough customer needs assessments and developed tailored onboarding plans to align with customer goals and ensure successful product adoption.
- Conducted problem and research interviews to identify customer pain points and provided effective product solutions to address their needs.
- Built and maintained strong relationships with key stakeholders, serving as the primary point of contact for customer inquiries, feedback, and escalations.
- Gathered valuable feedback and insights, facilitating the prioritization of features in the product roadmap and driving continuous improvement.
- Developed email newsletters, chatbots, and product tours to streamline customer onboarding processes and enhance user experience.
- Created a comprehensive Help Center from scratch, authoring articles to address common customer questions and issues.
- Produced and filmed tutorial videos to assist customers in utilizing the product effectively, resulting in improved customer onboarding and reduced time-to-value.
- Conducted engaging product demos for clients and internal teams, showcasing key features and benefits to drive product adoption.
- Collaborated closely with cross-functional product teams to ensure timely and accurate communication of new releases, features, and enhancements through newsletters and the What's New section on the website.
- Conducted regular customer check-ins, providing guidance, addressing concerns, and identifying opportunities for upselling and expansion.
- Implemented upselling strategies through in-app messages and targeted email campaigns, resulting in increased customer lifetime value.
Highly motivated and results-driven Customer Success Manager with a strong track record of driving customer satisfaction and retention in a fast-paced startup environment. Seeking a challenging Customer Success Manager position to drive business growth and deliver exceptional customer experiences.

Professional Experience:

<09.2021 – 05.2023 – effy.ai> 
Position: Customer Success Manager 

Responsibilities: developing strong relationships with clients that drive adoption and high customer satisfaction, gathering customer feedback and insights to help in product roadmap prioritization, identifying ways to create new sales opportunities, implementing processes for account expansion and growth. 
 

<12.2019 – 09.2021 – Fozzy Group> 
Position: Automation QA Engineer 

Responsibilities: creating and running automated test cases for mobile application (iOS, Android) to cover existing and new functionality; reviewing product requirement documents and functional specifications; participating in manual testing, finding and reporting defects; taking part in test planning and estimation; regular communication with the team and client.  

 

<09.2018 – 12.2019 – Fozzy Group> 
Position:  Software QA Engineer 

Responsibilities: testing desktop and web applications; reviewing product requirement documents and functional specifications; test cases/check lists preparation and execution; finding and reporting defects with detailed and accurate steps to reproduce; assisting developers in discovering and researching defects; regular communication with the team and client to clarify requirements and details of implementation.  


<08.2016 – 04.2017 – Genesis> 
Position:  Affiliate Manager 

Responsibilities: establishing relationships with new partners; developing strong relationships and increasing efficiency in collaboration with current partners; setting and achieving strategic goals for program development; preparation of reports for advertising campaigns; ad campaign optimization.