- Lead cross-departmental initiatives to align product development with customer needs and company goals- Plan and implement Enterprise level customer onboarding experience, focusing on enhancing scalability while maintaining high levels of customer satisfaction.- Analyze UX data to identify high-priority CX concerns and collaborate with product engineering on solutions- Led the initiative to incorporate AI tools into the organization, including designing and implementing a RAG LLM model for internal use- Oversee the customer service team, ensuring high-quality assistance to all clients- Develop and implement strategies to improve customer satisfaction, loyalty, and overall experience- Implement new processes to enhance customer interaction and engagement- Track customer satisfaction metrics and set goals to achieve higher levels of customer happiness- Collaborate with sales and account management teams to articulate product value and address client needs- Contribute to revenue growth by showcasing new features and improvements to existing and potential clients

- Work collaboratively with key stakeholders to implement organisational management software into businesses- Identify and understand client needs and challenges, enabling the delivery of tailored solutions.- Establish and maintain effective relationships with both internal and external stakeholders- Work in tandem with internal teams to develop and implement strategies that address client needs.

- Provide technical support via email and phone- Provided prompt and effective technical support to Microkeeper clients, enhancing customer satisfaction.- Diagnosed and resolved complex software issues, reducing downtime and boosting product performance.- Collaborated closely with the development team to relay feedback and implement improvements.- Conducted regular training sessions for users, improving their proficiency and engagement with the product.- Create and maintain technical documentation for end user support