Director of Customer Success
Marn Tech
Total years of experience :12 years, 8 Months
My primary responsibilities encompassed overseeing and optimizing the entire customer
lifecycle. This included:
▪ Customer Success Strategy: Crafted and executed holistic customer success strategies, ensuring optimal satisfaction, retention, and long-term value.
▪ Architecting The Team: Initiated and set up the Customer Success, CH, Retention, Supply, and Onboarding Departments.
▪ Knowledge Base Development: Established an extensive knowledge base and help section, showcasing system value and enhancing user understanding.
▪ Process Evaluation: Analyzed processes, technology, and organizational skills for continuous improvement, fostering a culture of enhancement.
▪ Workflow Optimization: Led workflow automation implementation, optimizing efficiency and reducing turnaround times.
▪ Product Feedback Loop: Built and sustained an effective feedback loop, transforming customer insights into actionable product enhancements.
▪ Automation of Training: Streamline online training scheduling and meetings through automation. And conducting weekly webinars to enhance product awareness.
My primary responsibilities encompassed overseeing and optimizing the entire customer
lifecycle. This included:
▪ Customer Success Strategy: Designed & executed holistic customer success strategies for maximum satisfaction, retention, and long-term value.
▪ Architecting The Team: Initiated & set up Customer Success and Retention divisions.
▪ Workflow Optimization: Championed workflow automation implementation, leveraging the latest software to boost operational efficiency and reduce turnaround times.
▪ Client Relationship Management: Sustained relationships with clients, and supported their needs throughout their product journey.
▪ Communication Enhancement: Fostered effective communication and seamless collaboration within the team, ensuring strong engagement with clients & stakeholders.
My primary responsibilities encompassed overseeing and optimizing the entire customer
lifecycle. This included:
▪ Customer Success Strategy: Formulated & executed comprehensive customer success
strategies to ensure maximum customer satisfaction, retention, and long-term value.
▪ Architecting The Team: Initiated and set up the Customer Success, Support, and Onboarding Departments.
▪ Team Leadership: Led a dynamic team of customer success managers, support team, and onboarding experts, fostering a collaborative & customer-centric work culture.
▪ Workflow Optimization: Championed the automation of workflows, utilizing pertinent systems to boost operational efficiency and minimize turnaround times.
▪ Client Relationship Management: Nurtured & maintained relationships with key clients, ensuring their needs were met & exceeded throughout their journey with our product.
▪ Customer Health Monitoring: Implemented customer health monitoring systems to proactively identify at-risk accounts, enabling preemptive interventions and reducing churn rates.
▪ Growth Opportunities: Identified & capitalized on growth opportunities, expanding our market imprint through strategic initiatives & highlighting our unique value proposition.
▪ Product Feedback Loop: Established and maintained a robust feedback loop, translating customer insights into actionable product enhancements, contributing to a 20% increase in customer satisfaction.
▪ Process Evaluation: Evaluated existing processes, technology infrastructure, and organizational skills to identify areas for improvement, fostering a culture of continuous enhancement.
▪ Communication Enhancement: Fostered effective team communication, ensuring seamless collaboration and strong engagement with clients and stakeholders.
▪ Knowledge Base Development: Developed a comprehensive knowledge base and help section for our system, emphasizing its value & enhancing user understanding.
▪ Automation of Training: Automated the scheduling of online training sessions and meetings, enhancing accessibility & efficiency for both internal teams & clients.
▪ Client Onboarding Strategy: Developing & implementing an effective client onboarding strategy to ensure a smooth & efficient transition for new customers.
▪ Customized Training Programs: Designing tailored training programs to meet the unique needs of individual clients, facilitating a comprehensive understanding of our POS.
▪ Cross-functional Coordination: Collaborating with cross-functional teams, including CS, Sales, and Product to align onboarding processes with broader business objectives.
▪ Documentation: Creating & maintaining comprehensive documentation & resources for
clients, providing a reference for self-service and ongoing support.
▪ Client Communication: Establishing & maintaining effective communication channels
with clients throughout the onboarding process, addressing any questions promptly.
▪ Feedback Collection: Implementing mechanisms to collect client feedback during & after the onboarding process, using insights to continuously improve onboarding strategies.
▪ Onboarding Automation: Exploring opportunities for onboarding process automation, streamlining workflows, and enhancing efficiency for both clients and internal teams.
▪ Team Leadership: Leading and managing a team of technical support professionals, ensuring effective collaboration and a customer-focused approach.
▪ Technical Issue Resolution: Overseeing the resolution of complex technical issues, providing guidance to the support team to ensure timely and accurate solutions.
▪ Customer Interaction: Interacting with customers to understand their technical challenges, offering assistance to resolve issues & ensure customer satisfaction.
▪ Training & Development: For the technical support team, ensuring they stay updated on product knowledge, industry trends, and customer service best practices.
▪ Escalation Management: Managing and resolving escalated support cases, collaborating with cross-functional teams to ensure swift and effective solutions.
▪ Performance Metrics: Establishing & monitoring the KPI metrics for technical support, such as response times, resolution rates, and customer satisfaction scores.
▪ Knowledge Base: Maintaining & updating the knowledge base & documentation, ensuring the availability of accurate & relevant information for both the team & clients.
▪ Client Feedback Analysis: Related to technical support interactions, using insights to identify areas for improvement & enhance the overall support experience.
▪ Web Development: Designing and developing user-friendly and responsive web
interfaces, ensuring optimal user experience across various devices.
▪ UI/UX Design Implementation: Implementing UI/UX design concepts into functional and visually appealing front-end components, aligning with the overall design vision.
▪ Cross-Browser Compatibility: Ensuring cross-browser compatibility of web apps, conducting testing & resolving issues to provide a consistent experience for users.
▪ Code Optimization: Writing clean & efficient code, optimizing front-end performance for faster load times & improved overall responsiveness.
▪ Team Leadership: Leading & managing the technical support team, providing
guidance, coaching, and fostering a collaborative & results-driven team culture.
▪ Technical Issue Resolution: Overseeing the resolution of complex technical issues, ensuring timely & effective solutions for customers & addressing escalated cases.
▪ Customer Interaction: Interacting with customers to understand & address their technical challenges, providing expertise & assistance to ensure customer satisfaction.
▪ Performance Metrics: Establishing & monitoring KPI metrics for the technical support team, including response times, resolution rates, and customer satisfaction scores.
▪ Team Training & Development: Providing ongoing T&D sessions, ensuring they stay updated on product knowledge, troubleshooting techniques, and customer service skills.
▪ Web Development: Designing and developing user-friendly and responsive web interfaces, ensuring optimal user experience across various devices.
▪ Cross-Browser Compatibility: Ensuring cross-browser compatibility of web apps, conducting testing & resolving issues to provide a consistent experience for users.
▪ Code Optimization: Writing clean & efficient code, optimizing front-end performance for faster load times & improved overall responsiveness.
