Technical Client Success

• Aug 2023 - Present

Customer Experience Manager

• Jun 2022 - Aug 2023

As a Customer Experience Manager in a fast-paced B2B SaaS startup environment, I managed a diverse portfolio clients, delivering personalized attention to cater to their unique needs and objectives. My role involved overseeing onboarding projects, product training, implementation, and post-launch support to ensure a seamless transition and successful adoption of VR safety training services. • I fostered strong client relationships through proactive account management, swift issue resolution, and regular check-ins to evaluate and address customer requirements. • Guided clients through a seamless onboarding process, conducting interactive training sessions to ensure they harness the full potential of our VR safety platform. • Collaborating closely with Product, Development, Marketing, and Sales teams, I ensured a seamless customer experience, aligning all departments towards customer success. • Utilised data-driven insights to identify opportunities for improvement and present data-backed recommendations to customers. • Providing both internal and external stakeholders with technical support and solutions engineering, I played a crucial role in optimizing customer satisfaction. • I developed and maintained comprehensive knowledge base content, workflows, templates, support documentation, training collateral, and tech decks. Show less

Client Services Officer

• Sep 2021 - Jun 2022

As a Client Service Officer, I took charge of overseeing client service operations, ensuring the delivery of exceptional customer experiences to both internal and external clients. Building strong and empathetic relationships with our clients and external stakeholders, I provided support and addressed concerns with professionalism and compassion. • I proactively maintained relationships with referring veterinarians and their teams, fostering a high level of trust and professionalism • Spearheading process improvement initiatives, I streamlined client services operations, resulting in reduced response times and enhanced efficiency. • I developed and implemented comprehensive training collateral for the administration team, including info sheets, guides, and workflows to improve overall knowledge of services and elevate the client experience. • Collaborating with cross-functional teams, I worked to streamline processes, improve efficiency, and elevate client satisfaction throughout the organization. • I oversaw the training, knowledge base, and support for the internal use of EzyVet (Practice Management software), ensuring smooth operations and proficient use across the team. • I managed customer feedback and implemented service improvements based on valuable insights gathered from our clients. Show less

Customer Service & Facilities Coordinator

• Mar 2018 - Sep 2021

As the Customer Service & Facilities Coordinator, I served as the primary point of contact for customers and pet owners, ensuring outstanding service delivery. My responsibilities extended to managing facilities and administrative operations, handling customer and pet owner complaints, and overseeing pharmacovigilance reporting. Additionally, I coordinated travel arrangements, managed the CRM database, and provided vital technical support to our internal teams. • I prioritized customer satisfaction by promptly addressing inquiries and providing expert assistance to clients and pet owners. • I efficiently managed facilities, ensuring a safe and conducive environment for all employees and visitors. • Handling customer complaints with empathy and professionalism, I worked to resolve issues effectively, elevating our reputation. • I ensured compliance with reporting requirements, contributing to product safety and regulatory adherence. • I skillfully coordinated travel arrangements for our team, ensuring smooth logistics and cost-effective solutions. • I maintained and updated the CRM database, organizing vital customer information for streamlined communication and data-driven insights. • I provided valuable technical assistance to our internal teams, fostering smooth operations and optimizing productivity. Show less