Position: Customer Success manager; Account manager
Category: Support
English level: fluent
Years of experience: 7


Customer Success Manager
2022 - present

- Onboard new customers from start to finish
- Conduct regular check-up meetings with existing clients
- Follow up on the usage and license count
- Reduce customer churn
- Manage upsells and renewals of my clients 
- Educate clients on the features of our platform 
- Analyze client satisfaction and determine renewal health score 
- Conduct interviews with clients to understand what functionality and content they are missing
- Execute tailored implementation strategies based on customer goals
- Escalate issues to our development team
- Update data in the CRM system

Customer Experience Advocate
2019 - 2022:

- Educate customers on the features of the platform
- Conduct one-on-one demos / trainings
- Lead online webinars
- Make sure clients are realizing the full potential of monday.com
- Report bugs to our development team and make sure that they are resolved on time
- Manage incidents
- Help our clients to automate their workflows with monday.com 
- Assist in creating integrations with native monday.com options or external ones via Zapier / Integromat
- Manage billing related questions / chargebacks / billing errors
- Prioritize user needs / feature requests
- Manage user stories


Customer Support Specialist
2016 - 2019:

- Provide customer service through email to 50-80 users per day
- Analyze customer needs
- Help customers to manage their workflows with Readdle apps
- Write support articles for the Knowledge base
- Create templates for our customer support team 
- Test user workflows
- Report bugs to QA and development teams