CloseOut is a new SaaS that provides the best quality control management for fieldwork in real time. The position of Head of Customer Success at CloseOut includes the following:• detailed knowledge of product functionality for informed customer counseling;• establishing Customer support processes and procedures in collaboration with Product Management and the development team;• taking charge of the entire customer life cycle from setting up an account, onboarding, and coaching;• representing customer needs in the product and engineering team;• collecting user feedback on the product and analyzing areas of possible improvements in terms of modifying existing or adding new functionalities;• providing technical support to customers;• maintaining quality relationships of trust with customers;• direct marketing strategy creation and implementation.

Responsible for planning, implementing, managing, and monitoring Social Media strategy for numerous small and medium-sized companies, to increase brand awareness, improve marketing efforts and increase sales; Defining the most important social media KPIs; Managing, creating, and/or overseeing social media content; Copywriting and designing content for online platforms; Creating social media campaigns and measuring their success; Staying up to date with latest social media best practices and technologies; Client management.

Enetel Solutions is a software development and system integration company that operates within the Roaming Solutions group of companies. CloseOut is a new SaaS from Enetel that provides the best quality control for fieldwork in real-time. The position of Head of Customer Success at CloseOut includes the following:• detailed knowledge of product functionality for informed customer counseling;• establishing Customer support processes and procedures in collaboration with Product Management and the development team;• taking charge of the entire customer life cycle from setting up an account, onboarding, and coaching;• representing customer needs in the product and engineering team;• collecting user feedback on the product and analyzing areas of possible improvements in terms of modifying existing or adding new functionalities;• providing technical support to customers;• maintaining quality relationships of trust with customers;• direct marketing strategy creation and implementation.

Managing the daily activities of a content team composed of writers, graphic designers, videographers, and other industry professionals; Establishing and defining content control policies and procedures; Assisting the development and execution of a web content strategy that encompasses the goals of a company and aligns with the company's image; Creating web content and monitoring its effectiveness over time; Creating SEO strategy; Maintaining a content calendar that schedules all aspects of the creation; Stay abreast of current best practices in the industry and review the market.Edge Technologies is the American software company (founded in 1993), focusing on integrating secure web applications, provides software products and enterprise services to corporations and government agencies.

Comprehensive teaching, lecture material preparation, student grading, and communication on two critical Digital marketing courses, Social Networks I and II; Teaching assistantship and development of collaborative projects on Content Marketing and Internet PR alongside some of the great role models within the field such as Lazar Džamić (Google ZOO), Istok Pavlović (Nutanix, Frame) and others; This experience provided me with a unique opportunity to develop essential skill sets such as mentoring, coaching, critical thinking, explaining complex information, problem-solving skills, conflict mediation and resolution skills, multi-tasking, and adapting to fast-changing markets and technologies.

Competitive and rapid promotion within the company speaks about my motivation, hard work, abilities, and performance reviews, which exceeded expectations. My leadership responsibilities included management of 6 teams based on the company's 2 locations (Belgrade and Subotica) with a total of 60 employees as direct or indirect reports; These teams were following: Social Media Team & Digital Care, Online Support, Technical Support, Sales Support, Complaints team, Back Office - Trade Inspection and Consumer protection associations communication. Major threads across these teams were related to leading aspects of customer care and crisis management, which allowed me to excel in my leadership skillset development.Specific experience includes (i) using data analysis and insights to enhance customer base knowledge which subsequently ensured that relevant data are most effectively used in online interactions with customers; (ii) continuous implementation of novel strategies for efficiency and productivity improvements across different teams, including team members individual professional development coaching and mentoring; Identifying the appropriate people, technology, tools necessary to build an agile and efficient part of organization; (iii) customer-facing interaction including customer need assessments resulting in their loyalty and satisfaction, while still meeting company's OPEX and revenue targets; (iv) working closely with all key stakeholders in different teams across company to ensure first in class experience for our customers which brought us a competitive advantage; (v) representation of company including but not limited to State institutions regarding customers' complaints, Telenor official digital accounts, vendor management, crisis PR and communication;

While working as Telenor - Digital Support Team Leader, I was responsible for ensuring that Social Customer Care delivers customer service excellence, where I was leveraging customer interactions to drive cross-sell and up-sell while demonstrating operational efficiency; Among other things, I was responsible for reputation risks on Social networks; System and process implementation and improvements; people management and development; Recruiting, interviewing, and hiring candidates;

While working as Telenor - Digital Support, Social media representative, my responsibilities included resolving customer complex and data-sensitive requests; Recognizing and using online sales opportunities; Education of customers regarding the use of primary and special services; Mentoring in Hackathon.

Primary responsibilities included engagement in creating and presenting various media content, including but not limited to sports, politics, informative, and entertainment. Such a broad spectrum of content types speaks to my adjustment abilities and learning capacity, where I can easily pick-up new content and proceed with the "in-depth" research and content representation. Another vital thing to note is that during this time, I was also an excellent student with the highest grades, which speaks to my time management skills and resilience;Some of the numerous companies in digital/print/broadcasting format include following: Web portal Mondo; Magazine Gloria; National frequency RTS – Radio Television of Serbia (Serbian Broadcasting Corporation); TV "SOS Kanal"; Emotion Production; FMK radio; The SEEMO deScripto, based in Vienna but I was correspondent from Belgrade; Association Balkademija - International Educational Centre; Balkan media team; Note: If any of these are of particular interest, I am happy to provide more specific details related to specific professional experience and elaborate on skills which I have developed while working there;