Position: Customer Success Manager
Category: Support
English level: upper
Years of experience: 5


Experienced Customer Success Manager with a demonstrated history of working in the internet industry. Skilled in Analytics and trained in Microsoft Excel,  Perform Communication,  Decision-Making and Problem-Solving skills, Teamwork, Customer Experience. Strong support professional with a Bachelor's degree focused in English Language and Literature, from Kyiv National Linguistics University.
 
Delivery Manager (Account manager):
• The primary point of contact for the set of Mid-market customers, responsible for Client satisfaction in terms of Operational relationships, Product usage & transactional volumes.
• Coordinating with other internal Delivery teams to ensure successful delivery and Client satisfaction.
• Engaging in conflict resolution in relation to services being delivered and business issues.
• Managing upgrade schedule and proactively insuring fixes are applied.
• Conducting ongoing training/how-to sessions for customers based on customer’s configuration.


Customer Success Manager / Chargeback Specialist:
- establishing contact with new clients of the company`s premium segment customers;
- supporting premium customers during their journey by providing assistance via different communication channels;
- managing & monitoring support team processes;
- preventing and resolving different kinds of issues if ones arise;
- handling the problematic cases and escalated issues from other customer segments in order to retain their loyalty for future activity renewal, considering processes updates to prevent cancellations precedents;
- developing and supporting individual loyalty programs;
- gathering and analyzing the data, tracking the statistics and its regular reporting;
- assisting in creating training and educational materials for other team members;
- serving as a communication link between CSM process participants and other departments;
- participating in process improvements and retention techniques as well as developing the methods to ensure the premium client segment stable revenue growth;


- reviewing incoming credit card chargebacks and provide timely responses to the billing department to ensure the highest possible win rate;
- maintaining the communication with our partners and clients regarding the dispute process;
- assisting with customer complaints or inquiries regarding dispute claims;
- support team assistance in processing verification/chargeback/fraud cases;