Position: Team Lead of Customer Success/ Customer Relationship Manager
Category: Support
English level: fluent
Years of experience: 8


As Customer Relationship Manager/ Coordinator my main responsibilities are:

- create and implement pipeline of work with customers and build strong relationship with them
- lead customer during full life cycle ( both pre and post sales activities)
- closely work with HR and Recruitment Managers to optimize work between departments and ensure customers are always updated
- conduct regular meetings with customers to ensure they are satisfied with the service and resources provided, solve issues appear and forecast potentials for the year
- together with management define goals to expand and retain services we provide to customers, work on its realization

As Team Lead of Customer Success Department ( previous job):

- Hire and train CS managers to build Customer Success Team
- Build and implement a pipeline of full customer's life cycle after sale
- Build and implement post-sale activities with the customers to increase satisfaction and retention rate (onboarding materials, regular trainings, collecting feedback, expanding service for all users)
- Implement CRM layouts to full fill needs of the team to monitor customers activities and to report results to the management
- Collaboration with Product team to detailed materials, video guides and FAQs in Help Center for customers to find all necessary information to successfully use the product
- constantly worked with Product team on gathering requirements from customers on product improvements and implementing new features. Collecting feedback from testing beta versions
- cooperated with Development team to help to prioritize tasks in sprint and backlog in order to achieve customers expectations, as a result increase product usage and expand number of customers.
- with Marketing Team implemented a range of activities and supporting materials to ensure customers are always updated on all new features and receive all values from the product they use. 

Participated in meetings with higher management to define goals for expanding current business and maintain high retention rate and satisfaction rate.