Experience

BL.INK

• United States
• Technology, Information and Media
• 1 - 100 Employee

• Client Success Manager

  • Mar 2019 - Present

  Austin, Texas Provided thought leadership, developed and improved the capabilities of customer success for BL.INK. Oversaw all of customer support and established workflows in Hubspot Service Hub, managed, updated, created processes for BL.INK Support, and handled customer inquiries via chat, email, and phone. Migrated, maintained, and updated the Knowledgebase content. Collaborated with other internal departments to enhance the customer experience. - Escalated bug/feature request tickets to the… Show more Provided thought leadership, developed and improved the capabilities of customer success for BL.INK. Oversaw all of customer support and established workflows in Hubspot Service Hub, managed, updated, created processes for BL.INK Support, and handled customer inquiries via chat, email, and phone. Migrated, maintained, and updated the Knowledgebase content. Collaborated with other internal departments to enhance the customer experience. - Escalated bug/feature request tickets to the engineering team and worked with customers to troubleshoot issues, identify the problem, and worked with the engineering team to resolve the issue. - Worked on updating existing content and also created new content to fill the gaps in the Knowledgebase. Successfully created over 40 new articles, including video content. - Championed effort in achieving high retention and renewal rate by consistently delivering high customer satisfaction. - Maintained and enhanced customer satisfaction by providing ongoing, proactive support throughout the customer lifecycle. Show less



Shopgate

• Germany
• IT Services and IT Consulting
• 1 - 100 Employee

• Product and Partner Marketing Manager

  • Apr 2018 - Feb 2019

  Austin, Texas Promoted into a pivotal leadership role to boost enterprise B2B business initiatives and lead product marketing strategy. Created copy, worked with the team to coordinate and plan design, planned, and executed partner outreach for partner listing page. Worked closely with Design, Customer Success, Product and Sales in the US and Germany. - Contributed to copy for the website, internal training, release notes, and built out the demo (desktop site and mobile app) used for sales presentations… Show more Promoted into a pivotal leadership role to boost enterprise B2B business initiatives and lead product marketing strategy. Created copy, worked with the team to coordinate and plan design, planned, and executed partner outreach for partner listing page. Worked closely with Design, Customer Success, Product and Sales in the US and Germany. - Contributed to copy for the website, internal training, release notes, and built out the demo (desktop site and mobile app) used for sales presentations and tradeshows. - Managed and developed a strategic plan of action to ensure that the cost of events remained under a pre-determined budget. - Spearheaded the planning, development, and implementation of marketing campaigns for the product portfolios - providing the best delivery channels to support growth and retention of the customer database.

• Team Lead Customer Success

  • Nov 2015 - Feb 2019

  Tempe, Arizona Effectively managed and continuously enhanced the delivery of a seamless and joyful customer experience journey across all Shopgate touchpoints in a cost-effective and profit-generating manner. Led and supervised the daily reports of 7 team members and reported directly to the CEO. Owned all projects relating to the customer-facing Support Center. - Translated and edited copy for 100+ support articles and organized content for a better customer experience. - Promoted the happiness of team… Show more Effectively managed and continuously enhanced the delivery of a seamless and joyful customer experience journey across all Shopgate touchpoints in a cost-effective and profit-generating manner. Led and supervised the daily reports of 7 team members and reported directly to the CEO. Owned all projects relating to the customer-facing Support Center. - Translated and edited copy for 100+ support articles and organized content for a better customer experience. - Promoted the happiness of team members while fostering their individual professional growth and productivity in the workplace. - Created KPIs, coached team, and created new-hire training for the Customer Success department. - Attained high customer satisfaction and NPS scores through improved coaching and focusing on core competencies that drive value to all customers. - Proactively installed consultative processes to offer the best customer-first experience to reduce churn.



GoDaddy

• United States
• Technology, Information and Internet
• 700 & Above Employee

• Small Business Consultant

  • Apr 2013 - Oct 2015