Position: Head of Customer Success dept(IT consulting) Kiev/Berlin
Category: Marketing
English level: fluent
Years of experience: 8


Building Support Quality Control department
Development from scratch of an effective system of KPI indicators (aimed to motivate support representatives)
Implementation and reviewing of the KPI system
Quality control of requests processed by the Support Department (letters, calls, chats)
Analysis of client requests
Conducting kick-off (onboarding) trainings for new clients
Engaging with clients through their product journey to increase adoption and retention
Handling incoming correspondence from clients, sales managers
Writing content and implementing new tools to support users including populating new in-app help center, short video tutorials, newsletters and finding new ways to drive product adoption
Driving referral program (increase reviews of the product and testimonials)
Any other activities which improve customer experience (we're open to your ideas too)