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.
