1. Problem Resolution: Investigated and resolved complex or long-standing customer issues escalated by local support teams, ensuring timely and effective solutions.2. Customer Communication: Facilitated proactive two-way communication with clients, fostering transparency and building strong relationships.3. Success Planning: Developed tailored success plans that outlined critical success factors, key metrics, potential challenges, and actionable recommendations for each client.4… Show more 1. Problem Resolution: Investigated and resolved complex or long-standing customer issues escalated by local support teams, ensuring timely and effective solutions.2. Customer Communication: Facilitated proactive two-way communication with clients, fostering transparency and building strong relationships.3. Success Planning: Developed tailored success plans that outlined critical success factors, key metrics, potential challenges, and actionable recommendations for each client.4. Trusted Advisor: Established a trusted advisor role, ensuring customer satisfaction and aligning product capabilities with client needs.5. Process Updates: Kept clients informed of procedural and product updates to ensure smooth transitions and optimized usage.6. Technical Proficiency: Leveraged working knowledge of applications such as Microsoft Office and Salesforce to streamline client interactions.7. Customer Satisfaction: Consistently drove high customer satisfaction through strategic engagement and personalized support.8. Campaign & Account Management: Assisted clients with daily tasks including campaign scheduling, account management, content design, list growth via acquisitions, web tracking implementation, and performance reporting.9. Client Portfolio: Managed and supported a portfolio of over 70 domestic and international clients, ensuring tailored solutions and satisfaction.10. CRM & ESP Expertise: Provided expert guidance on a range of CRM and ESP tools including Infusionsoft, Salesforce, and Marketo.11. Upsells & Upgrades: Actively identified upsell and upgrade opportunities, contributing to client growth and company revenue.12. Client Reviews & Goal Alignment: Conducted monthly review meetings to ensure ongoing alignment with client goals and business objectives.13. Support & Feature Requests: Ensured timely resolution of support tickets and feature requests, followed by client touchpoints to confirm expectations were met. Show less

1. Cross-functional Collaboration: Worked closely with Product, Development, Deliverability, and Support teams to address and meet diverse client requirements.2. End-to-End Client Management: Managed the entire customer lifecycle, from initial kickoff calls and onboarding to conducting Quarterly Business Reviews (QBRs), driving product adoption, and supporting the renewal process.3. Global Client Management: Oversaw and managed relationships with a global portfolio of clients, ensuring… Show more 1. Cross-functional Collaboration: Worked closely with Product, Development, Deliverability, and Support teams to address and meet diverse client requirements.2. End-to-End Client Management: Managed the entire customer lifecycle, from initial kickoff calls and onboarding to conducting Quarterly Business Reviews (QBRs), driving product adoption, and supporting the renewal process.3. Global Client Management: Oversaw and managed relationships with a global portfolio of clients, ensuring consistent communication and support.4. Account Health Monitoring: Conducted regular weekly calls with clients to review account health, proactively addressing concerns and ensuring optimal product utilization.5. Feature Adoption & Education: Introduced clients to new product features, highlighting the benefits and assisting in their successful implementation to enhance client outcomes.6. Digital Marketing & Technical Expertise: Skilled in digital marketing strategies, web tracking, web funnels, abandoned cart remarketing, and content management. Proficient in technical tools and languages such as MySQL, HTML, CSS, and content feeds.7. Campaign Optimization: Supported clients in designing and executing A/B campaigns, customer journeys, landing pages, and acquisition forms to drive engagement and conversions.Behavioral Triggers & Automation: Developed and implemented strategies for automated SMS/email sequences based on user behavior, such as time spent on web pages, product purchases, and link clicks, to improve targeting and client engagement. Show less

Associate Team Lead (Customer Success) | Maropost1. Technical Support & Client Assistance: Provided comprehensive technical assistance to clients via calls, emails, and chats. Supported with content creation, A/B campaign building, automation workflows, and integration with platforms such as Infusionsoft, Shopify, and Salesforce.2. Account Health Reviews: Conducted regular account review calls, discussing client account health, newly launched features, and their implementation to… Show more Associate Team Lead (Customer Success) | Maropost1. Technical Support & Client Assistance: Provided comprehensive technical assistance to clients via calls, emails, and chats. Supported with content creation, A/B campaign building, automation workflows, and integration with platforms such as Infusionsoft, Shopify, and Salesforce.2. Account Health Reviews: Conducted regular account review calls, discussing client account health, newly launched features, and their implementation to maximize product value and performance.Digital Marketing & Analytics Guidance: Advised clients on using SEO, Google AdWords, and Google Analytics features to enhance their marketing efforts and achieve measurable results.3. Product & Feature Expertise: Demonstrated expertise in web tracking, landing pages, form integration, surveys, cart integration, list creation, contact management, and API functionalities. Provided App support and strategic planning solutions for customer queries.4. Customer Relationship Management: Built and nurtured long-term relationships with clients, offering guidance on product purchases, promotions, and overall strategic growth.5. Pre-launch & Product Support: Conducted conference calls and virtual meetings to address pre-launch issues and technical queries, ensuring smooth onboarding and product adoption. Show less

1. Order Status & Follow-ups: Provided order status updates to customers through chats and emails. Conducted follow-up calls to ensure safe and timely deliveries, maintaining communication via email until the order was successfully received.2. Product Education: Described product features and care instructions to customers, ensuring accurate understanding of merchandise.3. Vendor Coordination: Liaised with vendors to track backorder availability, manage future inventory, and handle… Show more 1. Order Status & Follow-ups: Provided order status updates to customers through chats and emails. Conducted follow-up calls to ensure safe and timely deliveries, maintaining communication via email until the order was successfully received.2. Product Education: Described product features and care instructions to customers, ensuring accurate understanding of merchandise.3. Vendor Coordination: Liaised with vendors to track backorder availability, manage future inventory, and handle special orders.4. Customer Experience & Loyalty: Delivered an elevated customer experience, building a loyal client base by addressing concerns with empathy and resolving issues promptly.5. Cross-functional Collaboration: Communicated effectively with sales, marketing, and administrative teams daily, ensuring alignment and efficient issue resolution.6. High-volume Support: Managed a high volume of customer chats, working closely with internal departments to resolve invoicing and shipping issues.7. Superior Problem Resolution: Ensured superior customer experiences by addressing concerns on the spot, demonstrating empathy, and delivering quick, effective solutions. Show less