- Drive user-centered innovation by understanding customer needs- Develop market-ready features- Collaborate with cross-functional teams for seamless product execution- Manage product launches and measure success through OKRs- Enhance platform value proposition and deliver exceptional user experiences

- Established robust customer rapport, analyzed feedback, and co-developed solutions with product-focused internal teams.- Undertook user and market research, unveiling areas for product enhancements and addressing user pain points.- Actively contributed to shaping product ideas and participated in betting sessions (Shape-up method).- Conducted training for clients, ensuring optimal product feature adoption and reducing churn risks.- Produced guidelines for the customer service team, and managed the customer-facing help center.

- Cultivated and enhanced customer relationships, relaying critical feedback to the product team to influence product development.- Managed daily operations and established effective team processes to consistently deliver quality service.- Engaged in feedback integration, working closely with the product team to transform customer insights into actionable product enhancements.- Maintained internal documentation, provided onboarding training for new team members, and ensured a synchronized approach to customer success.- Managed clients’ Facebook Ads campaigns, aligning promotional efforts with product features and benefits.

- Oversaw the Support Team's performance, all queries were addressed efficiently.- Managed internal documentation and the user-facing Help Center, highlighting key product features and updates.- Structured training programs emphasizing product knowledge and onboarding new team members.

Addressed support inquiries across multiple channels for international B2B SaaS products, specializing in sales automation and email marketing for ecommerce.