Jean-Mark B. Email & Phone Number

London Area, United Kingdom

- Maintained relationships with Authorized Partners and Resellers in the EMEA region, ensuring alignment with sales targets and efficiently processing quotes and orders.- Served as the primary point of contact for both B2B and B2C enquiries, assessing customer needs and applying product knowledge to solve specific business challenges.- Conducted online product demonstrations to highlight key advantages of the product and provided extensive training to new customers.- Proactively resolved customer inquiries across multiple channels (live chat, email, and phone) in accordance with SLAs, utilizing systems such as Zendesk and HubSpot.

- Led projects to implement new systems company-wide such as Slack, RingCentral, and HelpScout, delivering effective training to ensure staff proficiency.- On-boarded and mentored new team members, training them on application specific practices and processes.- Managed the procurement of essential IT hardware & software in alignment with company needs.- Played a pivotal role in the technical side of the company's growth from start-up to SMB and successfully facilitated the transition from office-based to remote working during the COVID-19 pandemic.- Developed internal guides and processes, enhancing workplace productivity for colleagues.- Created and published knowledge-base guides for end-users having issues or queries with the SaaS solution. - Efficiently resolved 1st/2nd line internal and external tickets via phone, live chat, and email while adhering to SLAs and using tools such as HelpScout, Salesforce, Jira, and Github.