Erduan Saliu Email & Phone Number

Skopje, Sk, Mk

- Manage a portfolio of 300 accounts, overseeing the full customer journey from onboarding through to long-term relationship management, while enhancing client retention and expansion by strategically upselling, cross-selling, and introducing new product features.- Led robust account management efforts, ensuring consistent communication and support for customer needs, and coordinated with internal teams to address and resolve customer complaints promptly.- Collected and shared customer feedback across Product, Sales, Global Operations, Finance, Legal, and Growth teams, advising customers on use cases and product functionality to optimize their experience.- Delivered high-quality service models focused on customer success, educated and trained customers to equip them for success, and mentored new team members to enhance their skills and integration.- Monitor account health to prevent churn and managed escalations effectively, ensuring ongoing customer satisfaction and operational excellence.

- Create and maintain spreadsheets to keep track of various metrics on a daily, weekly, and monthly basis and present achieved results, as well as new target numbers during company meetings.- Hold training sessions for the entire department and present new ideas and processes to improve workflow, as well as individual training sessions for each new team member.- Conduct social media and general lead prospecting and write email personalisations for each qualified lead according to the level of the client pricing package.- Send email campaigns on a daily basis via Gmass and Mailjet and conduct A/B testing of different templates for various target audiencesand niches.- Create and distribute tasks for each team member using ClickUp and create new data tasks and requests through Asana for the data team.

Collaborate with the sales team to stay current on account acquisition status and provide support during the sales process to increase chances of account retention throughout the onboarding period, work closely with all newly sold accounts, maintain optimal levels of communication with them, effectively and efficiently guide them throughout the onboarding process in order to successfully set them live on our platform, use critical thinking to break down our client's concerns or misgivings with joining our platform, evaluate all of the available solutions and make the best decision to reach a favorable outcome, mentor existing and newly-hired team members to foster proper completion of assigned duties, adherence to onboarding policies and achievement of weekly/monthly targets or initiatives.

Effectively manage 200-300 accounts concurrently, work closely with multiple departments to update partners' account information quickly and accurately, cultivate productive relationships with existing partners, collaborate with clients to match their needs to our available solutions, handle incoming escalation calls, divide daily tasks amongst the team and motivate other team members to meet and exceed their assigned targets, as well as develop their skills and achieve their goals.

Manage and grow a dedicated portfolio of accounts, maintain daily updates, find solutions to any issues a partner might face, whether technology-specific or otherwise, devise plans to boost sales and increase income for our partners through paid marketing and SEO optimization.

Memorize various types of commercial insurance policies and their documentation process, research each received task for any errors and decide whether to renew or cancel a given policy document, process all card payments, document all processed cancellations, reimbursements and endorsements.

Create displays and control multi-zone screens with rolls, crawls, animations, clocks, station logos, 3D objects and more using a powerful interactive ON-AIR graphics generator program.