Promoted in <6 months to build and manage a highly cross-functional team of 4 Customer Success Managers, establish organizational escalation processes and oversee the end to end customer journey.Spearheaded onboarding initial beta client base and developed a comprehensive 90 day onboarding journey with a focus on customer education, exceptional CS and gathering practically applicable feedback to aid product development.Collaborated with marketing teams in order to develop… Show more Promoted in <6 months to build and manage a highly cross-functional team of 4 Customer Success Managers, establish organizational escalation processes and oversee the end to end customer journey.Spearheaded onboarding initial beta client base and developed a comprehensive 90 day onboarding journey with a focus on customer education, exceptional CS and gathering practically applicable feedback to aid product development.Collaborated with marketing teams in order to develop instructional/demo videos, marketing assets and client communications to be used throughout onboarding and as answers to FAQs from customers. Built comprehensive Help Centre alongside marketing team in order to improve department efficiency and streamline team efforts. Triaged what articles were needed according to trends and developed content that was comprehensive while still being easily digestible to customers. Collaborated with Operations and Credit teams by relaying customer feedback in order to ensure that clients were able to transact disruption free. Assisted Credit Operations with implementation of credit strategies and projects to streamline the customer experience. Managed a team in charge of customer support line, support inbox and website demo link. Provided frequent updates to C-level executives internally by presenting current client trends including recurring known issues, points of friction in customer journey and suggestions for streamlining client experience. In charge of Level 2 escalations regarding customer queries, complaints and disputes as well as onboarding and managing VIP accounts. Created tickets for known issues and participated in daily stand-ups with tech and product teams to advocate for client needs and help shape product roadmap according to market. Followed up with relevant teams for status updates.Created feature enhancement request tickets leveraging customer feedback and anecdotal observations in order to proactively address feature gaps. Show less

Built lead lists and cold called to encourage prospects to sign up for beta waitlist, book demos and fill out the application. Oversaw customers through the entire sales cycle from initial reach out to onboarding. Hosted discovery calls with prospects highlighting Caary's value proposition and collaborating to solve for organizational pain-points. Emphasized the benefits of our product against the competition and big banks.Spearheaded invitation only beta program by taking… Show more Built lead lists and cold called to encourage prospects to sign up for beta waitlist, book demos and fill out the application. Oversaw customers through the entire sales cycle from initial reach out to onboarding. Hosted discovery calls with prospects highlighting Caary's value proposition and collaborating to solve for organizational pain-points. Emphasized the benefits of our product against the competition and big banks.Spearheaded invitation only beta program by taking clients through the application and liaising internally. Used feedback to act as a voice of the customer and client advocate within the Caary organization and saw customers through the sales cycle to onboarding. Assisted product teams by relaying customer feedback and anecdotal market research in order to ensure the product meets the market needs and can best serve both current and future clients. Conducted engaging, informative and individualized demos thereby fostering strong relationships with initial beta client base and acted as a trusted advisor and first point of contact. Show less

Merchandising, customer assistance and organization