StartupLanes

Experienced Customer Success professional with end-to-end ownership of customer base, from sales closure to support. Proficient in handling queries via phone, email, and chats. Ensures timely ticket resolution and collects service feedback to avoid escalations. Analyzes customer service data for trends and opportunities. Conducts periodic visits to assess satisfaction. Oversees implementation rollout, SLAs, and project scope. Facilitates regular customer and stakeholder reviews. Recommends upselling opportunities. Collaborates with marketing for testimonials and case studies. Manages 3rd party integrations and new requirements. Provides troubleshooting and technical support. Maintains accurate product roadmap and builds trust. Manages escalations, reporting, and client communications. Identifies improvement opportunities and enhances processes. Utilizes remote desktop tools. Raises tickets, assigns tasks, and provides online training. Monitors performance and meets service level expectations. Executes controls and achieves benchmark parameters consistently.