Position: Customer Success & Product Support Lead
Category: Support
English level: fluent
Years of experience: 10

Highly motivated and actively driven project manager and client communication expert with more than 10 years of proven experience in managing marketing, social and political projects, and research environments; client success and support lead in IT, event and financial industries; experience in organising social and cultural events of 50 to 5,000 visitors; content management; journalist-editor; co-founder of a NGO in India and a hub in Ukraine; team management skills (from 3 to 50 employees); diplomatic; purposeful; result oriented.
Customer Success and Support Lead for 10 years (5 years in IT companies):

- customer education and customer success.
- deliver the best possible issue resolutions to customers, while meeting SLAs.
- work closely with development teams to clearly identify, investigate and provide requirements for bugs, task and feature requests to ensure fast and accurate resolution and delivery.
- collaborating with internal stakeholders on process improvement, for both Support globally, as well as remote work, specifically Managing customer escalations to create positive interactions.
- product stability and support usage analysis and reporting.

Content Lead for in IT market place platform for 3 years (Austrian IT company)

- Strategic project content planning and control.
- Leading the internal team (5 members) and out-staff writers (up to 15).
- IT-market research and analytics.

Public Relations in Political campaign and Marketing Campaigns - 2 years (1 year - in India)

- Managing several key accounts and attracting new business.
- Monitoring and managing large marketing budgets.
- Reporting forecasts to executives.
- Liaising with clients.
- Business development, sales and clients relationships (presentations, calls, correspondence, meetings, proposal writing).
- Traction of promotional events with strategic drivers and up-scaling them for start-up cafes, restaurants and social activity centers.
- Social media mobilisation, campaigns and online cascades for various clients; Marketing of events for major pharmaceutical companies.

Project manager in Marketing Research and Cultural Events organisation:

Organisation of 7 effective marketing research projects (whole Ukraine), Election researches, Exit-poll 2012 conducting (Kherson city, Ukraine).
Festivals – exhibitions: Japanese culture “JapanMania 2013” September 13-15, Kiev, 5,000 visitors; Korean culture “Korean wave 2013”, May 18-19, Kiev, 3,500 visitors; Marketing research for Marketing Drive 09.26.2013, Human Capital Forum 2013.
English speaking Customer Success Manager in Product IT company to build and develop strong relationships with key stakeholders in EMEA/US to drive valuable partnership and growth opportunities.
I'm not looking for Sales opportunities