Position: Head of Customer Success / VP of Customer Success
Category: Support
English level: fluent
Years of experience: 8

Being a trusted partner for customers on use-cases and product functionality, building strategic relationships, upselling and cross-selling - that's exactly what I do.

Some of my achievements:
- Identified the investment opportunity, which resulted in fundraising $100k of seed investments from a Silicon valley-based venture fund
- Implemented customer support tools, KPIs, and processes 
- Successfully managed the team of 15 customer support agents, hired, onboarded and trained the new CS team members
- Created and maintained internal and external knowledge bases
VP of Customer Success & Sales (current position)
- Managing portfolio of clients for a mobile analytics solution, ensuring subscription renewals
- Developing Customer Success framework & sales strategy
- Assisting with implementations, educating customers
- Handling and managing support processes 

Customer Success Manager 
- Handling pre-sales question and daily customer support duties
- Investigating and resolving implementation issues, working closely with the engineering and professional services team
- Upselling additional services to the customers & handling cancellation requests
- Working closely with the CS team on developing customer success strategies and processes
- Identifying prospectives, handling pre-sales questions and issues

Chief Customer Officer
- Took inbound tech support tickets, dealt with questions efficiently and effectively, turning objections into sales opportunities.
- Assisted in training of customer service staff
- Implemented customer support tools, KPIs, SLAs policies company-wide
- Worked to ensure all individual and team targets were met
- Supported sales reps and managers by providing information on various matters and making adjustments to accounts as needed.


Side-projects:

Business Development Manager:
- Doing research for early clients and fundraising opportunities for an early-stage venture
- Communicating closely with VC funds, C-level executives, family offices, and private investors

Community manager:
- Creating community posts and announcements through various social media channels and the Steam store.
- Helping players to troubleshoot and fix various issues related to the game client. Forming bug reports and delivering them to the dev team
Job expectations:
Flexible schedule
SaaS-based b2b

Stop list:
fintech
gambling/betting-related products