Katerina Ozerova Email & Phone Number

Boston, Ma, Us

- Manage relationships with high-value enterprise clients, acting as a trusted advisor.- Lead efforts to increase renewal rates and expand account value by identifying opportunities for the accounts.- Provide feedback to internal teams based on client input to influence product roadmap decisions.- Advocate for clients within the organization, ensuring their needs and challenges are prioritized in future product development.- Develop case studies and success stories based on client outcomes to showcase value.

- Manage customer relationships, drive product adoption and ensure customers derive maximum value from the product.- Oversee client onboarding, training, and implementation to ensure successful deployment.- Provide feedback to the product and engineering teams to improve customer experience.- Coordinate cross-functional teams to resolve customer issues and ensure a seamless experience.

- Manage a team of support engineers, providing guidance, training, and mentorship to help them achieve their full potential.- Conduct regular performance reviews and provide constructive feedback to insure continuous improvement and growth.- Oversee the recruitment process for new support team members, ensuring that the team is staffed with qualified and motivated individuals.- Facilitate the onboarding process for new hires, ensuring they are well-integrated into the team and familiar with Mend.io’s products and support processes.- Manage the daily operations of the support team, ensuring that the customer issues are resolved efficiently and effectively.- Monitor tickets queues and ensure that SLAs are met.- Act as a primary point of contact for escalated customer issues, working to resolve complex or critical problems in a timely manner. Collaborate with other departments, such as Engineering and Product Management, to resolve escalated issues.- Define and execute the support team’s strategic goals, aligning them with Mend.io’s overall business objectives.- Provide regular reports to senior management on support team performance, customer satisfaction, and areas of improvement.- Explore new technologies, methodologies, and best practices to enhance the support experience for customers.- Oversee the creation and maintenance of a comprehensive knowledge base, including FAQs, troubleshooting guides, and product documentation.- Continuously seek ways to improve the overall customer experience, from the initial inquiry to issue resolution.

As an established leader of Enterprise Support Team, my responsibilities include:- Setting team goals, objectives, and performance metrics.- Providing guidance and mentoring to team members.- Conducting performance reviews and setting development plans.- Identifying and addressing performance issues and resolving conflicts within the team.- Assisting team members in resolving complex technical issues.- Serving as a point of escalation for challenging customer inquiries.- Developing and implementing strategies to enhance efficiency and customer satisfaction.- Generating reports on team performance and key metrics.- Monitoring response and resolution times to meet service level agreements (SLAs).- Facilitating regular team meetings to discuss updates, challenges, and best practices.- Serving as a liaison between the support team and other departments, such as product management and development to ensure internal OLAs are met.- Fostering a positive and collaborative team culture.- Motivating team members to achieve their goals and maintain a high level of service quality.

Greater Boston

- Troubleshoot enterprise customer issues live in production and staging environments via screen share sessions.- Educate customers on using our SCM and CI/CD integrations including GitHub, GitLab, Bitbucket, Azure, and Jenkins.- Create plug-and-play labs for Support Engineers via the AWS platform.- In-depth log analysis and troubleshooting via log files and Splunk queries/dashboards.- Manage personal Support Case queue in Salesforce as the customer-facing ticketing system.- Work in Jira as the internal, development ticketing system.- Work with Customer Success to answer technical product questions and demonstrate product capabilities.- Train and mentor other Support Engineers at all tier levels, both in customer service, product technology, and case escalations.- Create KB articles via Confluence including troubleshooting deep-dives and implementation examples.

Burlington, Massachusetts, United States

- Troubleshoot customer issues.- Build strong relationships with clients to champion high-efficiency standards.- Ensure customer satisfaction and retention.- Manage personal Support Case queue in Salesforce.- Work in Jira as the internal, development ticketing system.- Troubleshoot products in virtual environments, including VMWare and Hyper-V.- Case analysis work via DB querying using MySQL, log aggregation via Kibana, and dashboard management via Grafana.