Chief Customer Officer

• Oct 2022 - Present

OWNER / TECHNICAL RESEARCHER / TECHNICAL WRITER / PLATFORM ADMIN

• Jan 2008 - Present

Customer Technical Support

• Sep 2022 - Feb 2023

Project Manager

• Feb 2022 - Sep 2022

Customer Success Manager

• Apr 2021 - Sep 2022

Key Responsibilities: - Part of the core team responsible for increasing trial to paid conversion rates for our self-serve customer segment from 14% to 26% over the course of a year. This resulted in 1 out of every 4 signups becoming a paying customer. - Helped generate all-time client NPS scores of 36 for paying customers and a score of 22 for free trials. This is compared to industry averages of 20 overall and 13 for software companies specifically. - Helped achieve one of the lowest subscription churn and net MRR churn rates in the department's history (Top 4 lowest rates). - Heavily involved in establishing and organizing key customer data for the success and sales department to help serve current customers and generate new business. - Reducing customer churn and increasing product adoption by providing exceptional customer experience; - Ensuring customers have all the products, services and support they need to meet their objectives; Implementing user flows in order to optimize their experience; - Proactively providing guidance, tips, knowledge on best practices to clients, advising them on appropriate actions according to their goals; - Ensuring an effective communication with the clients and colleagues; - Proposing new solutions to optimize the existing landing pages, campaigns, etc; - Performing conversion rate optimization audits; - Offering onboarding, platform and product training sessions via video calls or loom videos; - Guiding clients with supporting materials depending on their use case; - Facilitating interaction and communication between Customer Success and different teams, such as Sales, Support, Product etc. Show less

Administrator

• Jan 2013 - Apr 2016

Web Designer

• Jan 2007 - Apr 2009