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Competências
Experiência
Senior Customer Success Manager & User Experience Specialist
FutureMoney
2025-07 -
Managed end‑to‑end user support with a <24 hr resolution SLA, ensuring high satisfaction. Analyzed deep user behavior patterns using Claude, reducing recurring issues by ~25 %. Translated insights into actionable UX improvements for product and engineering teams. Implemented AI‑assisted ticket categorization that boosted response efficiency.
Senior Customer Success Manager Consultant
Knack – Talent Development Platform
2022-08 -
Oversaw a portfolio of enterprise customers to drive product adoption aligned with roadmap objectives. Conducted user‑feedback interviews and built surveys that informed new feature development. Coordinated QA testing from the end‑user perspective and communicated fixes pre‑ and post‑launch. Monitored employee performance through real‑time dashboards and secured new accounts via data‑driven support.
Senior Customer Success Manager
Oktopi.ai
2022-06 - 2022-08
Designed the Customer Experience Journey and defined CS processes, establishing KPIs for the team. Delivered comprehensive CRM training and built onboarding work plans. Trained teams on social‑media marketing strategy and coached junior CS staff. Supported sales strategy and pricing modules, contributing to revenue growth.
Senior Customer Success & Training Specialist
Nagwa LTD
2021-09 - 2022-06
Coordinated SaaS onboarding for new clients with engagement‑focused plans, helping them achieve business goals. Leveraged the Nagwa LMS to document account changes and customer data. Trained internal teams on procedures for both classroom and remote delivery. Provided proactive client feedback that improved the product roadmap.
Customer Success Manager
LamasaTech Ltd
2020-07 - 2021-08
Drove brand awareness and sales growth by negotiating contract terms within client budgets. Managed a defined sales territory, consistently exceeding quotas and acquisition targets. Resolved escalated customer issues with actionable solutions and maintained comprehensive account documentation and compliance.
Performance Manager
Vodafone Intelligent Solutions
2018-05 - 2020-07
Evaluated at‑risk customers and created strategic action plans that improved business performance. Oversaw customer experience metrics and upselling revenue, achieving measurable gains. Coached team members to enhance results and helped senior executives prepare business cases, service delivery frameworks and budgets.
Onboarding Advisor
Vodafone Intelligent Solutions
2017-11 - 2018-05
Delivered general training and support for new employees, ensuring rapid integration into the organization. Developed onboarding materials and facilitated hands‑on sessions to accelerate productivity.
Account Advisor
Vodafone Intelligent Solutions
2016-10 - 2017-11
Provided customer care and support for UK accounts, handling inquiries and issue resolution. Maintained strong client relationships and contributed to account retention.
Training Advisor
Sunrys
2012-06 - 2016-04
Maintained training materials, curricula and classroom spaces. Closed skill gaps through targeted training programs and delivered workshops to improve employee competencies.
Idiomas
English
fluent
Última atualização: há 3 semanas