Position: Customer Success Manager
Category: Other
English level: upper
Years of experience: 5

Managed to build trustful relationship with the clients when we can exchange feedback freely. Helped the support team to improve their processes by sharing the client's feedback and giving the recommendations on how the process can be built better. While working as the Customer Support Representative, I achieved the level growth several times. Later, I was offered to represent the company on Social Media.  
I was able to succeed in all levels of interviews to occupy the Quality Assurance representative. 
Later I was offered to transit to the Training department where I could share my experience with the newcomers.
Customer Success Manager with experience in B2B and B2C types of business. Responsible for ensuring the happiness and success of customers who use the product. Doing my best to solve the problems that the clients may face and make their user experience better. As a customer success manager I got the following experience:
- Understanding and analyzing customers’ needs and building efficient cooperation.
- Working with new feature requests.
- Review customers complaints and concerns to improve the user experience.
- Onboarding new clients, making regular presentations after the planned releases. Sending follow-up guides and tutorials.
- Providing feedback to the team on how new features will be used by the clients and what changes can be needed.
- Calculating monthly invoices.
- Making regular reports and roadmaps to keep customers updated on the plans and accomplishments.
- Constant cooperation with other departments, attending team meatings. 

While working at another company, I occupied different positions and had different responsibilities:
1. Customer Support Representative:
- Providing support regarding the company products;
- Dealing with the frustrated customers and finding the solutions to their issues;
- Processing the clients' feedback and sending follow-ups;
- Representing the company on Social Media;
- Dealing with the pre-sales questions, consulting on the products pricing.
2. Knowledgebase responsible
- Creating internal and external procedures and manuals, updating the existing ones;
- Leading different types of projects in the cooperation with the Product team;
- Interdepartmental communication.
3. CS QA
- Detailed quality assurance of the support interactions in accordance with the company policies;
- Providing feedback to the support representatives and their managers;
- Sharing pieces of advice regarding customer care, services work, different cases processing.
4. CS Supervisor
- Preparing and delivering the training and supervision process;
- Developing CJM projects;
- Working on the educational program;
- Leading the feedback sessions.
- Transperency of processes and tasks;
- Ability to express feedback;
- 5/2 working schedule without night shifts;
- Official employment with the taxes compensation; 
- Career growth;
- Understanding the list of my responsibilities.