InsiderHead of Technical Onboarding
May. 2021 - Mar. 2023Istanbul, Turkey-Provided leadership for technical account management & email deliverability teams consisting of 25 local & remote technical resources from different regions. ( LATAM, EU, MENA, APAC, AU )
-Set up the team from scratch. ( Hiring from external resources and role transformations from internal teams )
-Optimized and monitored the KPI & OKR system of the team.
-Planned career road maps and improvement plans of team members.
-Supported optimising full customer success management processes.
-Supported 300+ clients (Global E-comm, Retail, Automotive, Travel , Finance companies) from 20+ Countries in EU, MENA, US, LATAM, APAC, AU regions to meet success criterias in integration projects.
-Communicated effectively with all key stakeholders, including project teams, internal and external parties. Managed complaints with calm, clear communication and problem-solving approach.
-Interacted with cross-functional teams ( sales, product, customer success and operational excellense ) in such areas as analysis, architecture, build and deployment.
-Managed technical cases and escalations using Zendesk, Gainsight tools
-Conducted regular appraisals and performance reviews, highlighting training and development opportunities.
-Maintained positive, professional working environment to optimise staff and customer satisfaction.
-Supervised and mentored staff in 1:1 sessions, driving attainment of individual KPIs.
-Led recruitment, hiring and onboarding activities, training new joiners in operational processes and conducting probationary performance reviews.
-Listened to team members' feedback and proactively addressed concerns.
-Established recurring meetings to meet the goals, communicating priorities to staff and closely tracking progress to achieve success.