Ari Herberman Email & Phone Number

Toronto, On, Ca

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Halifax, Nova Scotia, Canada

•Worked closely with customers to source, document and compile feedback for ongoing feature prioritization analysis•Ideated and assessed product features - including facilitating meetings and creating use cases•Assisted in the definition of feature requirements and overseeing select features to completion using scrum methodology•Aggregated recurring usage metrics and provides trend analysis•Acted as a liaison between Sales, Marketing, and Success teams to provide product assistance and execute go-to-market strategy •Tracked Product team activities and processes, including pilot program logistics, provisioning, etc.•Coordinated documentation for, and educates internal and external stakeholders on, best practices including new feature training using a variety of formats - e.g. webinars, decks, meetings, email responses, calls, etc.•Stayed up-to-date with industry trends and advancements including the competitive landscape•Worked with Development to help triage identified bugs - from internal and external sources

Halifax, Canada Area

•Managed software that facilitates Customer Success day-to-day activities (Salesforce, Gainsight, Akita, Pendo, Delighted)•Continually improved workflows and processes that enabled the Customer Success team to maximize customer satisfaction•Ensured that business and customer data was flowing into Customer Success software and providing an accurate view of the customer’s relationship with Affinio•Designed playbooks and alerts that analyze customer data and trigger actions for the CSMs across different customer verticals•Built, maintained, and communicated detailed reporting models for internal stakeholders•Owned all usage data analysis (track leading indicators of renewals and churn and detect early signals of at-risk renewals)•Lead monthly usage metrics meeting with Product Management team•Generated usage data analysis, identified sticky and under-utilized features to build out targeted training/education programs•Managed Net Promoter Score program (responsible for survey design, implementation, and analysis)•Worked with the Marketing team to identify ideal candidates for marketing opportunities•Delivered customer insight and customer health reports at a regular cadence to all account executive sponsors, using data and analysis from customer activities•Resolved first-tier customer support/technical issues, triaged second-tier to appropriate personnel on Engineering, Development, or CS team

Halifax, Ns

•Generated quality leads via targeted communication (email, social networks, and phone)•Often exceeded monthly lead generation targets•Nurtured and built relationships with prospects, with the aim of qualifying them for Account Executives•Researched customers to uncover potential verticals•Utilized CRM to track all pertinent information related to the opportunity and effectively manage leads•Stayed up-to-date on industry trends and product features•Worked collaboratively with the Marketing and Sales teams to strategize outreach•Hosted online presentations and product demonstrations

Halifax, Ns

-Handled advanced sales and service calls from clients with more complex banking needs/VIP clients-Created a weekly NPS check-in that resulted in the team meeting NPS targets for the first time in 3 quarters-Performed side-by-side coaching with new FSRs to help them meet and exceed their sales targets

Halifax, Ns

-Aided an average of 70 customers daily with problem solving, financial advice, and accountmaintenance in a high-pressure call centre environment-Created and led development sessions for new employees focused on client experienceand building rapport-Worked with a team to achieve sales, NPS, and efficiency targets

Halifax, Ns

-Reported on campus and community issues and events-Researched history and community impacts of the assigned topic-Conducted relevant, insightful interviews

Toronto, On

-Adapted to changing business needs by being flexible and available for short-notice tasks-Organized props, equipment, and costumes to be ready for use by the crew-Worked with producers, video editors, and talent managers to ensure production stayed on schedule