Position: Head of Success department
Category: Support
English level: fluent
Years of experience: 8


HEAD OF CUSTOMER SUCCESS TEAM
- Manage Customer Success Activities
(Onboarding, Training, Professional Services, Customer Support, Customer Success Management, Cross-sell / Up-sell);
- Drive Customer Success Outcomes
(expand our revenue in accounts through cross-selling and up-selling);
- Define and Optimize Customer Lifecycle
(define segmentation of customer base and varying strategies);
- Measure Effectiveness of Customer Success
(define operational metrics for the team);
- Identify opportunities for continuous improvement
(based on clients' feedback and performance together with Development and Business Analytics teams we are constantly developing and improving our product through adding new CRM/Platform features, new payment methods integrations, new BA reports).

CUSTOMER SUCCESS MANAGER
- Adjusting the system according to the client's needs
(PSP integration (server to server, public payment page), VOIP providers (Auto Dialer, Click2Call), Chat systems, Email systems(transactional emails, marketing emails), BI Reporting system, Mobile Applications;
- Integration of Sales & Marketing
(by working with the marketing department to find leads that will turn into valuable assets, and/or by creating and implementing lead generation campaigns and monitoring their success);
- Training & Support
(make sure that all customers are taken through the system and trained in the product's use, ensuring a fully engaged, positive and valuable experience by working with the Tech Support department to create the tools the customer need);