Position: Customer Success / Account Manager
Category: Other
English level: fluent
Years of experience: 5

2009 – 2010 – Future Leaders Exchange Program (FLEX) Alumni
Customer Success Manager
• Helping B2C and B2B customers with their questions, issues
• Educating customers about additional services we had
• Walking B2B customers through the whole app setup process
• Tier II Support
• Creating FAQ section for the website
• Communicating with the customers via email, tickets and phone calls
• Setting up all the necessary processes and documentation for the Customer Support department
• Communicating with our partners. Making sure they comply with our partners' program requirements. Helping with the setup process of the test version of our software
• Developing and managing relationships with B2B customers, our partners bring, keeping them informed on our progress and new upcoming features in order to manage their expectations on our product 

Customer Support Manager	
• Identifying and assessing customer’s needs to achieve satisfaction
• Solving tickets in Zendesk 
• Managing incoming emails and customer service inquiries
• Handling chats in Intercom 
• Creating customer support guide for the project

Team Lead	
• Managing and leading team of 7 people (CSR, Accountants, Back Office)
• Oversee the day-to-day activities of the team. Helping keep the team focused and on the track
• Creating relevant KPI metrics. Ensuring its fulfillment with each team member
• Conducting daily stand-ups and retrospective team meetings
• Assist managers with developing team goals and action plans
• Helping with the task’s prioritization
Looking for new opportunities preferably in IT industry.