Experience

Datorios

• United States
• Software Development
• 1 - 100 Employee

• Head of Customer Success & Operations

  • Jan 2022 - Present

  𝐋𝐚𝐮𝐧𝐜𝐡𝐢𝐧𝐠 & 𝐦𝐚𝐧𝐚𝐠𝐢𝐧𝐠 𝐭𝐡𝐞 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐮𝐜𝐜𝐞𝐬𝐬 𝐃𝐞𝐩𝐚𝐫𝐭𝐦𝐞𝐧𝐭, recruiting 2 employees and providing a proactive, data-driven, and client-oriented approach. Member of the company's management team. • 𝗔𝗰𝘁𝗶𝗻𝗴 𝗮𝘀 𝗮 𝘁𝗿𝘂𝘀𝘁𝗲𝗱 𝗮𝗱𝘃𝗶𝘀𝗼𝗿 𝗳𝗼𝗿 𝘁𝗵𝗲 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿. • 𝗠𝗮𝗻𝗮𝗴𝗶𝗻𝗴 𝗮 𝗯𝗼𝗼𝗸 𝗼𝗳 𝘀𝘁𝗮𝗿𝘁-𝘂𝗽 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀 from initial onboarding to renewal. • 𝗦𝗼𝗹𝗲 𝗹𝗲𝗮𝗱𝗲𝗿 𝗼𝗳 𝘁𝗵𝗲 "𝗧𝗲𝘀𝘁 𝗕𝗮𝗹𝗹𝗼𝗼𝗻𝘀 𝗣𝗿𝗼𝗷𝗲𝗰𝘁": The company decided to test 8 options for adding functionality to the product. Each of the 8 called a "test balloon," and the POC included inspecting and testing R&D, Marketing & Product aspects. I oversaw all 8 sub-projects from beginning to end. • 𝗥𝗲𝘀𝗲𝗮𝗿𝗰𝗵𝗶𝗻𝗴 & 𝗮𝗻𝗮𝗹𝘆𝘇𝗶𝗻𝗴 market trends, competitors, and competitive platforms. • 𝗣𝗿𝗲𝗽𝗮𝗿𝗶𝗻𝗴 & 𝗰𝗼𝗻𝗱𝘂𝗰𝘁𝗶𝗻𝗴 business reviews: QBR, EBR, COR. • 𝗢𝗳𝗳𝗲𝗿𝗶𝗻𝗴 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀 a free product trial while escorting each customer to ensure successful and timely product adoption. • 𝗣𝗿𝗼𝘃𝗶𝗱𝗶𝗻𝗴 𝟮𝟰/𝟳 𝘁𝗲𝗰𝗵 𝘀𝘂𝗽𝗽𝗼𝗿𝘁, gathering valuable product feedback and feature requests and acting as a conduit to the product and engineering teams. • 𝗖𝗿𝗲𝗮𝘁𝗶𝗻𝗴 𝗮 𝘁𝗲𝗰𝗵𝗻𝗶𝗰𝗮𝗹 𝗮𝗻𝗱 𝗺𝗮𝗿𝗸𝗲𝘁𝗶𝗻𝗴 𝗸𝗶𝘁 for every potential/existing customer. Supporting marketing videos, content creation for demos, and demo calls with platform walkthroughs. • 𝗖𝗿𝗲𝗮𝘁𝗶𝗻𝗴 & 𝘂𝗽𝗱𝗮𝘁𝗶𝗻𝗴 𝗻𝗮𝘃𝗮𝘁𝘁𝗶𝗰'𝘀 𝗶𝗻𝘁𝗲𝗿𝗮𝗰𝘁𝗶𝘃𝗲 𝗱𝗲𝗺𝗼𝘀 for the website and test balloons. • 𝗪𝗼𝗿𝗸𝗶𝗻𝗴 𝗶𝗻 𝗰𝗼𝗻𝘀𝘁𝗮𝗻𝘁 𝗰𝗼𝗹𝗹𝗮𝗯𝗼𝗿𝗮𝘁𝗶𝗼𝗻 with the Marketing Director: taking part in webinars, office, & external events. In addition, creating posts & managing communities. • 𝗖𝗼𝗻𝘀𝘁𝗮𝗻𝘁 𝗰𝗼𝗹𝗹𝗮𝗯𝗼𝗿𝗮𝘁𝗶𝗼𝗻 with the Product Director. Working in daily collaboration with the VP of Sales, supporting sales activities & delivering technical and marketing materials. Show less