Abby Potich Email & Phone Number

Auckland, Nz

New Zealand

Whangarei, Northland, New Zealand

Auckland, New Zealand

Auckland, New Zealand

My role at Centrality was to act as the voice of both potential and end users to constantly improve their overall experience interacting with Centrality products and services.

Auckland, New Zealand

* Managing and leading our Design and Customer Success Teams to complete both professional service packages and custom projects* Creating and implementing process to ensure optimal workflow* Strategising and tiering customer segments based on target markets and ROI* Acting internally on behalf of client accounts who I have been assigned to * Gathering, prioritising and refining customer feedback to improve customer experience with the Putti product* Implement both subscription and professional services pricing changes across different channels and process to support this* Provide valuable recommendations for Marketing and Sales teams* Pro-actively work with customers to enable them on the Putti platform and reach a a Desired Outcome for the Onboarding phase of the Customer Lifecycle* Create and manage a professional service structure to enable the Success of our customers using tools such as Quarterly Business Reviews* Identify ways in which the Putti Product can be utilised to ensure the success of our clients* Recommend ways in which the Putti platform can be used to market to our clients customers using push notifications, social media, loyalty and e-commerce.* Help clients pinpoint a Digital Strategy for their business* Project manage relevant projects* Provide best practice to both Design and Customer Success teams for customer interaction and enablement

Auckland, New Zealand

* Communicated with both Advisers and Direct Farmers who use Figured software to pinpoint and resolve both technical and user related issues* Became familiar with and utilised Intercom's software platform to implement a Customer Engagement Strategy for the Onboarding and Adoption phases of Customer Lifecycle * Provided best practices to customers regarding Figured's software platform* Acted as the customer’s internal advocate* Provided valuable recommendations for Marketing and Sales teams

Auckland, New Zealand

* Development and execution of Customer Success Manager Training* Provided ongoing product knowledge and training to my team of CSMs on product updates and new features* Helped CSMs to deliver an amazing experience to their customers* Assisted with the continuous learning and development of CSM members by coaching, one on one meetings and being a go-to person* Proactively worked with clients and internal teams to ensure successful customer onboarding* Maintained a deep understanding of the Software product snd services* Provided best practices to CSMs regarding POS use* Acted as the customer’s internal advocate* Identified industry best practice and how the software could be leveraged to implement these practices for Customer Success* Provided valuable recommendations for marketing and sales* Contributed as part of the wider team to achieve organisational objectives* Project managed all of my projects

Auckland, New Zealand

* Ensured that my work was making the life of the retailer easier* Acted as the primary contact point of contact for assigned accounts after activation* Maintained frequent voice and email contact with assigned customers* Served as an escalation point for customer issues that would impact their success* Maintained a deep understanding of the software product and services* Provided best practices to customers regarding POS use* Acted as the customer’s internal advocate* Identified industry best practice and how the software could be leveraged to implement these practices for the customer’s success* Provided valuable recommendations for Marketing and Sales teams

Smith And Caughey, Auckland

* Store operations including scheduling and assigning employees* Maintained staff by hiring and training accordingly* Maintained store and staff results through coaching, praise and discipline* Assigned target breakdowns to staff determined by monthly budgets provided by head office* Merchandising store apparel* Contributed to sales results as part of a team* Identified current and future customer requirements by establishing rapport with potential and actual customers* Stock control management

Wellington & Auckland

* Involvement in Stock Control * Assisting customers with finding what they are looking for and making appropriate recommendations* Merchandising* Store presentation* Confident and polite manner* Balancing and closing the register* High level of personal appearance and presentation

Bachelor Of Design Innovation, Media

Education record