Position: Customer success manager
Category: Support
English level: upper
Years of experience: 10


YoHe.io – CUSTOMER SUCCESS MANAGER 
MAY 2020 - March 2022 (2 years)
- Service for improving digital products and customer experience by gathering user feedback.
- Engage with customers during onboarding and throughout their customer journey.
- Prepare the technical assignment to install the code on the client’s site or SDK on the client's application.
- Implement client’s tasks for creation surveys – the study of survey objectives, drafting questions, and setting up targets. Analytical work on processing the results of the survey.
- Proposing hypotheses based on the received feedback for solving business problems, making decisions regarding UX research, and evaluating user experience.
- Conducting interviews with clients, recording impressions, and identifying the most relevant points of growth for the product.
- Develop and maintain deep expertise of the product and best practices to contribute to customers.

UNIVEST ADVERTISING PRODUCTION – ACCOUNT MANAGER
December 2014 - May 2020 (6 years)
- Services in digital, large format printing, outdoor advertising, production of complex and non-standard constructions, design, and engineering
- Project cycle support: communication with clients, preparing a technical assignment for the project, estimating all possible risks, and calculating a price for the project.   
- Exceeded client base with such companies as Metro Cash and Carry, Pepsico, and Coca-Cola; Simultaneously working on several projects -up to 7 projects with a budget of 1 to 3 million.
- Work in terms of KPI for profitability. Supervised projects to achieve 30% ROI and make data-driven decisions to improve them.
- Synchronized team members and process cycles: designers, engineers, purchasing department, production specialists, logisticians, and installation. Resolving conflicts between different parties.