CX expert with over 5 years of experience in Customer Success. Experienced in all things related to CSM along with Upselling and Cross-Selling. Former AGILE PM.
I am the former PM for multiple software projects, ranging from Slack bots to online learning platforms. I have worked as an AGILE PM for over 2 years and have been doing so within various teams of all sizes.
I am experienced in:
- Implementing the AGILE method
- Backlog planning and Grooming
- Creating workflows within the AGILE method
I have over 5 years of experience, all of which were hands on. Starting off as the sole CSM in my previous role I had worked my way up to VP of Customer Success. During my time I have:
- created and scaled CSM teams
- mapped Customer Lifecycles (segmentation)
- documented and implemented workflows
- created methods of upselling and cross selling
- efficiently kept Churn low via continual observation and reduction strategies
- created methods to collect and view actionable data
- established and tracked KPIs
- worked closely with C-level management
- created excellent reporting capabilities
My experience has enabled me to offer support in:
- Customer Experience
- Customer Journey Mapping
- Customer Segmentation
- Process creation for CSM teams
- Reporting for CSM teams
- KPI creation for CSM teams
- Upselling and Cross Selling strategies
I look forward to meeting with you.
In my 3 years as VP of Customer Success at UpStack I have worked closely with my peers, within a very tight knit Leadership team. I have been involved in the strategic decision making within the organisation as well as being charged with delivering:
- essential business strategies (like implementing a new business framework)
- supporting newly created teams in documenting workflows
- strategic hiring goals
- yearly and quarterly goals creation, tracking and actions
I am confident that after meeting with me you will be able to make better decisions in your business and do so with a high degree of confidence.