Managing SaaS team of 15 account specialists in Customer success management overseeing the operational support of a business or organization. My responsibilities includeExecutive Business reviews, KPI management, recruitment, onboarding, performance management, coaching & development, employee engagement, workload management, project management.Managing a team of over 50 employees in partnership with a vendor responsible for handling customer support across phone, email, chat, and… Show more Managing SaaS team of 15 account specialists in Customer success management overseeing the operational support of a business or organization. My responsibilities includeExecutive Business reviews, KPI management, recruitment, onboarding, performance management, coaching & development, employee engagement, workload management, project management.Managing a team of over 50 employees in partnership with a vendor responsible for handling customer support across phone, email, chat, and social media channels. Role includes negotiating Statements of Work (SOW), Cost management, Contract Negotiation, Compliance & Risk Management,Reporting and Analysis, Process streamlining, Performance monitoring and documentation.Client relationship management to resolve complex customer escalations, serve as primary point of contact for high-profile clients, ensuring proactive and reactive support. Show less

Manage and resolve complex customer escalation, product & portal expertise, cross functional collaboration, strategy planning, quality assurance and knowledge sharing.- Recruitment and Training: Recruiting, training, coaching, and inspiring support agents to excel.- Process Improvement: Designing and implementing processes and execution strategies, contributing to a 6-month operational plan.- Workflow Optimization: Ensuring efficient workflows through applications while… Show more Manage and resolve complex customer escalation, product & portal expertise, cross functional collaboration, strategy planning, quality assurance and knowledge sharing.- Recruitment and Training: Recruiting, training, coaching, and inspiring support agents to excel.- Process Improvement: Designing and implementing processes and execution strategies, contributing to a 6-month operational plan.- Workflow Optimization: Ensuring efficient workflows through applications while enhancing and adhering to established procedures.- Customer and Technical Support: Delivering exceptional support and technical assistance to both customers and staff.- Operational Documentation: Maintaining comprehensive documentation for support operations. Show less

- Client Relationship Management: Build and maintain strong relationships with key clients, ensuring their needs are understood and met.- Issue Resolution: Address and resolve complex customer inquiries and issues, providing timely and effective solutions.- Account Oversight: Manage a portfolio of accounts, tracking performance and ensuring client satisfaction.- Collaboration: Work closely with cross-functional teams, including sales, product development, and technical support, to… Show more - Client Relationship Management: Build and maintain strong relationships with key clients, ensuring their needs are understood and met.- Issue Resolution: Address and resolve complex customer inquiries and issues, providing timely and effective solutions.- Account Oversight: Manage a portfolio of accounts, tracking performance and ensuring client satisfaction.- Collaboration: Work closely with cross-functional teams, including sales, product development, and technical support, to address customer needs.- Customer Feedback: Gather and analyze customer feedback to inform service enhancements and product development.- Strategic Planning: Collaborate with management to develop strategies for enhancing service delivery and customer retention. Show less

- Customer Assistance: Provide prompt and courteous assistance to customers via various channels (phone, email, chat) to address inquiries and resolve issues.- Issue Resolution: Troubleshoot and resolve customer problems efficiently, escalating complex issues to senior staff as needed.- Product Knowledge: Maintain a deep understanding of the company’s products and services to provide accurate information and guidance to customers.- Documentation: Keep detailed records of customer… Show more - Customer Assistance: Provide prompt and courteous assistance to customers via various channels (phone, email, chat) to address inquiries and resolve issues.- Issue Resolution: Troubleshoot and resolve customer problems efficiently, escalating complex issues to senior staff as needed.- Product Knowledge: Maintain a deep understanding of the company’s products and services to provide accurate information and guidance to customers.- Documentation: Keep detailed records of customer interactions, including inquiries, complaints, and resolutions, in the customer relationship management (CRM) system.- Collaboration: Work closely with other departments (e.g., sales, technical support) to ensure a seamless customer experience and resolve cross-functional issues.- Adherence to Policies: Follow company policies and procedures while providing support, ensuring compliance and maintaining high service standards. Show less

- Developed new and improved training programs to fit underserved areas.- Created engaging learning experiences by incorporating real-world examples and case studies into curriculum. - Collaborated with cross functional teams for seamless integration of new processes and systems.- Facilitated post-training evaluations, using feedback gathered to further refine future iterations of course materials and delivery methods.- Developed comprehensive training materials, resulting in… Show more - Developed new and improved training programs to fit underserved areas.- Created engaging learning experiences by incorporating real-world examples and case studies into curriculum. - Collaborated with cross functional teams for seamless integration of new processes and systems.- Facilitated post-training evaluations, using feedback gathered to further refine future iterations of course materials and delivery methods.- Developed comprehensive training materials, resulting in improved overall performance among trainees.- Ensured alignment between training objectives and company goals, resulting in better overall business outcomes. Show less