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Work Background
ConnectWisePartner Success Manager
May. 2023 - Aug. 2024Tampa, Florida, United StatesAs a Partner Success Manager at ConnectWise, I ensure partners maximize the value of their investment in ConnectWise solutions. I work closely with partners to enhance product adoption, drive utilization, and ensure satisfaction. My role involves strategic planning, relationship building, churn risk management, internal advocating, success plans, SMART goals, and providing technical guidance. I specialize in technical success plans for product optimization, gathering customer feedback (NPS, CSAT, CES), project management, executive business reviews, health checks, customer check-ins, resolving customer escalations, renewals management, and retention efforts. Additionally, I manage 75 EMEA and APAC low-mid and low-high accounts and conduct health checks for the products I am a Subject Matter Expert for across the full ConnectWise partner deck. Achievements:
- Resolved a critical Outlook syncing issue for a key partner, restoring their operational efficiency and enhancing satisfaction with ConnectWise solutions.
- Organized weekly meetings with a major distributor’s Partner Care Senior representative to manage all open cases, improving transparency and prioritization.
- Integrated the distributor into the internal Strategic Risk Program, facilitating collaboration between Product Support, Partner Care, Partner Success, and Account Management teams.
- Identified and escalated a time zone discrepancy issue in Outlook integration to Level 3 Product Support, resulting in a public record of the known issue with Microsoft.
- Facilitated a custom integration solution for the end customer using the CW Duplication API, resolving their syncing issue and leading to the purchase of additional licenses.
- Implemented a 3-month success plan for a partner to reduce missed critical cases by 34% in 6 months, surpassing the SMART goal of 30%.
ConnectWisePartner Success Manager SmileBack SME
Jan. 2022 - Apr. 2023GermanyAs a Partner Success Manager at SmileBack, I managed a portfolio of approximately 15 000 customers, driving their product adoption and ensuring overall satisfaction. My responsibilities included churn risk management, conducting product health checks, customer engagements, onboardings, and feedback follow-up. I contributed to product development by leveraging customer insights, maintained the partner community, and carried out internal projects and strategies to boost product adoption. Additionally, I worked on the partner newsletter and webinars to enhance product communication and maintained the product roadmap presentation to keep partners informed about our vision and development plans. Achievements: - Churn Risk Re-imagination: Developed a comprehensive strategy to enhance churn risk detection by adding more symptoms and factors. This initiative led to the creation of designated engagement processes with fewer manual tasks, resulting in almost completely automated customer outreach and churn risk tracker alerts. - Customer Segmentation for Better Adoption Campaigns: Successfully identified criteria to segment customers who used only a single product functionality. This allowed us to create, test, and launch a semi-automated process involving an in-app guide and designated email campaign, significantly increasing product adoption among these customers. - Champion Accounts Retention Strategy: Developed a strategy to improve communication and product adoption for customers with larger accounts. By collecting best-in-class practices and use cases, I drove these customers toward the ideal customer lifecycle. This strategy increased engagement, tracked progress, and established regular check-ins, leading to higher satisfaction and retention.
ConnectWiseCustomer Associate SmileBack
Mar. 2021 - Jan. 2022Berlin, GermanyAs a Customer Associate at SmileBack, my role combined SaaS B2B Customer Success Management and Customer Support Management in a small, dynamic team. I engaged in both reactive and proactive customer activities, handling support cases and collaborating with Development and Product teams to resolve customer issues. Proactively, I worked on increasing product adoption, managing after-onboarding handovers to customer success, conducting churn risk outreaches, following up on customer feedback, maintaining help center articles and blog posts, organizing and managing customer webinars, and leveraging customer feedback to prioritize product roadmap and development. Achievements: - Enhanced Customer Lifecycle Project: Led an internal project to refine the customer lifecycle by discovering and integrating new paths and engagement points. This effort created the ideal customer lifecycle for each path, resulting in improved customer engagement and satisfaction. - Help Center Re-imagination: Successfully restructured the help center, adding more content to drive engagement and retention. This comprehensive overhaul enhanced the customer experience by making the help center more user-friendly and informative.
TIER MobilityCustomer Success Manager
Apr. 2020 - Dec. 2020Berlin, GermanyAs a Customer Success Manager at Tier Mobility GmbH, a scooter and e-bike-sharing company, I was instrumental in launching the Customer Success project aimed at improving customer experience and effectively leveraging customer feedback across all of Tier's teams, particularly non-customer facing roles. This initiative was designed to transform the former Customer Care department into a proactive Customer Success team. Each Customer Success Manager was paired with specific internal departments to relay customer insights while ensuring that both customer-facing and internal teams aligned with the company's vision and customer agenda. Additionally, the Customer Success department maintained communication with the outsourced Customer Care team and handled complex escalated cases. Achievements:
1. Successfully transitioned the Customer Support team into a Customer Success team, enhancing customer experience and feedback utilization.
2. Managed the transition of Customer Care from an internal team to an outsourced provider, ensuring a seamless transition and continuity in service quality.
3. Played a pivotal role in the Legal and Public Tenders department during a 6-month training, providing critical customer insights that informed departmental strategies and operations. This challenging initiative not only improved customer satisfaction and operational efficiency but also provided me with a deep understanding of the SaaS B2C and B2B Customer Success management roles.
TIER MobilityCustomer Support Trainer
Feb. 2019 - Mar. 2020Berlin, Berlin, GermanyAs a Customer Support Trainer at Tier Mobility GmbH, I was responsible for onboarding and preparing a team of 32 newly hired Customer Care agents. My role involved creating a comprehensive training program to ensure new hires were fully equipped to handle their responsibilities in our dynamic startup environment. I tracked their initial performance, providing feedback and support as needed to ensure their success. Key Responsibilities:
- Developed and executed an onboarding process for new Customer Care agents, ensuring they received thorough training and were prepared to start their roles.
- Managed the onboarding of 32 new hires in 6 groups, continuously refining and improving the training process based on feedback and performance metrics.
- Created and implemented a Customer Support KPI system, developing dashboards and metrics to track team performance from scratch.
- Set up accounts and systems for new hires, ensuring they had the necessary tools and resources to perform their duties.
- Conducted call shadowing sessions to provide real-time feedback and coaching.
- Improved customer support processes to enhance efficiency and effectiveness.
- Maintained communication with other internal teams to ensure alignment and collaboration.
- Handled escalated calls and cases, providing expert resolution and support.
- Collaborated closely with the Team Lead and Supervisor to monitor and improve team performance. Achievements:
1. Developed an effective onboarding process for Customer Care agents, ensuring they were well-prepared to start their new roles in our startup company.
2. Successfully onboarded 32 new hires in 6 groups, continuously improving the onboarding process to enhance training outcomes.
3. Created and implemented a comprehensive Customer Support KPI system, including dashboards and metrics, to track and improve team performance.
TIER MobilityCustomer Support Manager
Nov. 2018 - Jan. 2019Berlin, GermanyAs the Customer Support Manager at Tier Mobility GmbH, I had the unique opportunity to start and create the Customer Support department from scratch. Leveraging my previous experience in a similar scooter-sharing business Customer Support role, I developed and implemented all necessary processes, systems, and tools to ensure seamless support operations in our dynamic startup environment. Key Responsibilities:
- Developed and established the Customer Support department from the ground up, including the creation of all processes, systems, documentation, help center articles, and escalation paths.
- Set up internal meetings, communication tools, and coordination mechanisms to ensure efficient and effective team operations.
- Worked closely with the marketing team to support initial campaigns and ensure alignment with customer support strategies.
- Prepared the team for future growth, establishing hiring processes and training programs to onboard new support agents.
- Managed support coverage and scheduling to ensure consistent and reliable customer service.
- Created automation tools, template answers, and call scripts to streamline support operations and improve response times.
- Implemented processes to leverage customer feedback, ensuring it was communicated effectively to non-customer-facing departments for continuous improvement. Achievements:
1. Successfully launched Tier’s Customer Support call and ticketing system, ensuring efficient and effective handling of customer inquiries.
2. Developed automation tools, template answers, and call scripts to improve support efficiency and consistency.
3. Established clear processes for escalation and communication, ensuring that the right teams were reached out to when needed.
4. Managed support coverage and scheduling to maintain high levels of customer service at all times.
5. Created initial paths for leveraging customer feedback, ensuring it was used to inform and improve non-customer-facing departments.
LimeCustomer Care Shift Lead
Jul. 2018 - Oct. 2018United StatesAs a Customer Care Shift Lead at Lime, I transitioned from my regular duties as a Bilingual Customer Care Representative to taking on a leadership role. In this position, I was responsible for distributing Customer Care responsibilities at the start of each shift, organizing team meetings, reviewing team performance, and shadowing calls to provide constructive feedback. My role was pivotal in ensuring efficient and effective customer support operations. Achievements:
- Enhanced internal communication processes, resulting in improved team coordination and faster issue resolution.
- Reimagined escalation paths to streamline the escalation process, reducing resolution times for complex customer issues.
LimeFreelance Bilingual Customer Care Representative
Apr. 2018 - Jun. 2018United StatesAs a Freelance Bilingual Customer Care Representative at Lime, formerly LimeBike, I was responsible for handling Tier 1 and Tier 2 calls in English and Spanish, as well as replying to email and chat inquiries. My role involved all typical Customer Care Representative activities, including resolving customer issues, providing product information, and ensuring a positive customer experience. Key Responsibilities: 1. Handled Tier 1 and Tier 2 calls in both English and Spanish, addressing a wide range of customer issues and inquiries.
2. Responded to email and chat inquiries, providing timely and accurate information to customers.
Resolved customer issues by troubleshooting and providing solutions, escalating more complex cases when necessary.
3. Maintained detailed records of customer interactions, ensuring accurate and comprehensive documentation.
4. Collaborated with the Development and Product teams to resolve technical issues and improve customer satisfaction.
5. Provided feedback to the Customer Care team on recurring issues and suggested improvements to processes and systems.
6. Participated in team meetings and training sessions to stay updated on product changes and enhancements. Achievements: 1. Created and maintained internal Atlassian articles with process descriptions initially for personal use, which later became an integrated tool in the Customer Care department after sharing with the team.
2. Developed an internal "Whom to Reach" list for personal needs, detailing internal points of contact, which was later shared and maintained for the entire team to improve communication and efficiency.
Lidango Inc.Marketing and Advertising Specialist
Feb. 2018 - Oct. 2018Plovdiv, Plovdiv Province, BulgariaAs a Marketing and Advertising Specialist at Lidango, I was responsible for developing and executing comprehensive marketing campaigns to enhance brand visibility and drive customer engagement. My duties included creating targeted advertising strategies, managing social media accounts, analyzing market trends, and coordinating with cross-functional teams to ensure cohesive and effective marketing initiatives. I also played a key role in optimizing ad spend and maximizing ROI through data-driven decision-making. Achievements:
- Successfully launched a multi-channel advertising campaign that increased lead generation by 27% within the first quarter.
- Developed a content marketing strategy that boosted social media engagement by 42%, significantly enhancing brand awareness.
Marktprofis e.K.Social Media Community Management
Jun. 2017 - Oct. 2018Plovdiv, Plovdiv Province, BulgariaAs a Social Media Community Manager at Marktprofis e.K., I was tasked with fostering and maintaining an active and engaged online community. My responsibilities included creating and curating engaging content, monitoring social media channels, responding to customer inquiries, and facilitating discussions. I worked closely with the marketing team to align social media strategies with overall brand goals, ensuring consistent and effective communication across all platforms. Achievements:
- Increased community engagement by 56% through innovative content strategies and regular interaction with followers.
- Successfully implemented a customer feedback system that improved product development and customer satisfaction ratings by 24%.
Department for Legal CultureLegal Content Editor
Dec. 2016 - Oct. 2018Sofia City, BulgariaAs a Legal Content Editor for pravatami.bg, part of the Association "Department for Legal Culture," I ensured the accuracy, clarity, and readability of legal articles intended for the general public. My role involved editing and refining content to make complex legal information accessible to non-lawyers, maintaining a high standard of quality, and ensuring compliance with editorial guidelines. This voluntary, pro-bono position is crucial in promoting legal literacy and empowering individuals with knowledge about their legal rights. Achievements:
- Edited and improved the readability of over 100 legal articles, ensuring they are accessible to a wide audience.
- Enhanced the overall quality and consistency of content, contributing to the credibility and reliability of the pravatami.bg website.
Department for Legal CultureLegal Copywriter
Oct. 2016 - Mar. 2017Sofia City, BulgariaAs a Legal Copywriter for pravatami.bg, part of the Association "Department for Legal Culture," I was dedicated to making Bulgarian legal issues accessible to the general public. Every month, I prepared a 1500-word article that interprets complex legal texts into clear, understandable language for non-lawyers. This voluntary, pro-bono role allowed me to contribute to raising legal awareness and fostering a better understanding of legal rights and obligations among the broader community. Achievements:
- Successfully authored over 30 legal articles, simplifying intricate legal concepts for a diverse audience.
- Played a key role in enhancing public legal education through clear, concise, and engaging writing.
Apostolov, Spasova, Madzhar Law FirmInterim Legal Advisor
Sep. 2016 - Dec. 2017Plovdiv, Plovdiv Province, BulgariaAs a Legal Intern at Apostolov, Spasova, Madzhar Law Firm, I gained invaluable insights into the legal profession by observing the workings of a dynamic legal environment and watching how seasoned professionals conduct their day-to-day affairs. My responsibilities included preparing legal papers and documents, conducting legal research, assisting attorneys with case preparation, and managing case files. Additionally, I participated in client meetings, attended court hearings, and supported the legal team with various administrative tasks. Achievements:
- Assisted in obtaining crucial case information for key clients we represented, contributing to successful case outcomes.
- Reorganized and cleaned the case archive, improving accessibility and efficiency.
- Independently created my first case memorandum and supporting documents, demonstrating initiative and legal acumen.
Sixty K Ltd (60K)Zumba Fitness Customer Care Team Lead
Oct. 2015 - Aug. 2016United StatesAs a Customer Care Team Lead at Zumba Fitness, I played a crucial role in supporting the customer care team in their daily activities and ensuring efficient operations. My responsibilities included organizing team meetings, monitoring team performance and KPIs, and keeping the team updated on the latest news and developments. I shadowed calls and reviewed case handling by team members, providing constructive feedback to improve performance. Additionally, I distributed internal tasks among the team and collaborated closely with supervisors and other team leads, working under the Manager of Customer Care. Achievements:
- Developed and implemented a performance tracking system, enhancing the team's ability to meet and exceed KPIs.
- Introduced a structured feedback process, significantly improving the quality and consistency of customer interactions.
Sixty K Ltd (60K)Bilingual Customer Care Operator - Zumba Fitness
Mar. 2015 - Sep. 2015United StatesAs a Bilingual Customer Care Operator at Zumba Fitness, I managed support activities in both Spanish and English for customers across North and Latin America. My responsibilities included handling a high volume of calls, emails, and chat inquiries related to Support Tier I. I provided assistance to ZIN (Zumba Instructor Network) members, addressed questions and concerns about Zumba online shop orders, and resolved various customer service issues. My role required effective communication, problem-solving skills, and a deep understanding of Zumba products and services to deliver exceptional customer support. Achievements:
- Improved internal process base, streamlining operations and enhancing overall efficiency.
- Updated and optimized email templates, resulting in more consistent and effective customer communications.
StorylandCashier
Jun. 2013 - Sep. 2013New HampshireAs a Cashier in the Food Department at StoryLand, my summer job during college involved handling various cashier duties to ensure smooth and efficient service for park visitors. My responsibilities included processing transactions accurately, managing cash and credit card payments, providing friendly and prompt customer service, and maintaining a clean and organized workstation. I also assisted with restocking supplies, answering customer inquiries, and coordinating with kitchen staff to ensure timely delivery of food orders.
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