Senior Customer Success
Resume:
Senior Customer Success Manager
Belgrade, Serbia
***************@*****.***
PROFILE
Innovative and ambitious Senior Customer Success Manager with a proven track record of enhancing client relationships, optimizing returns on investment, and driving business performance. Skilled in identifying key success metrics, acting as a trusted advisor, and orchestrating internal resources to achieve exceptional results. Exceptional communicator with the ability to analyze complex challenges and implement effective solutions.
EXPERIENCE
Customer Success Manager, ActiveProspect Mar 2021 - Present United States · Remote
● Led strategic customer success initiatives within ActiveProspect, championing Consent-based Marketing.
● Continuously collaborate with clients to ensure the optimal utilization of the platform and maximum business impact.
● Serve as the primary point of contact for clients, identifying key success metrics and aligning business value.
● Cultivate and maintain strong relationships with clients to drive client satisfaction and retention.
Customer Success Manager, LeadsBridge Jan 2020 - Mar 2021 United States · Remote
● Managed end-to-end customer journeys, encompassing ongoing support, software optimization, and product expansion.
● Proactively identified and addressed client challenges, resulting in increased client retention rates.
● Delivered exceptional client experiences by exceeding retention and usage benchmarks consistently.
● Acted as a trusted advisor, guiding clients in maximizing the value of LeadsBridge's solutions.
Account Manager, Leadsbridge Jun 2019 - Mar 2021
United States · Remote
● Successfully managed a portfolio of top-tier clients, ensuring high levels of satisfaction and loyalty.
● Achieved a remarkable 120% increase in account revenue through targeted account management strategies.
● Spearheaded site optimization projects, enhancing client websites and driving quantifiable traffic growth.
● Collaborated cross-functionally to ensure client needs were met and exceeded, resulting in strong long-term partnerships.
Senior Customer Success Manager, Yazamo Jul 2019 - Sep 2020 Belgrade, Serbia
● Led the Customer Success team at Yazamo, focused on driving lead generation solutions via the LeadQuizzes platform.
● Developed and implemented engaging online workshops for enterprise clients, enhancing their use of the platform.
● Analyzed data and produced actionable insights, contributing to data-driven decision-making for clients.
● Created informative help documentation and site content to enhance customer success and product adoption.
Customer Success Manager, LeadQuizzes Jan 2017 - Jul 2019 Novi sad
● Doubled LeadQuizzes' account revenue by proactively engaging clients and aligning solutions with their goals.
● Achieved a remarkable 250% ROI through strategic site optimization projects and data-driven decision-making.
● Fostered strong client relationships, resulting in enthusiastic client advocacy and referrals.
● Collaborated closely with cross-functional teams to ensure seamless client onboarding and ongoing support.
Customer Insights Analyst, Pairview Limited Feb 2017 - Jun 2018 Southampton, United Kingdom
● Led impactful analytics projects, enhancing marketing campaign performance for a major Telco company.
● Extracted, analyzed, and leveraged data from extensive SQL databases to improve campaign efficiency and customer lifetime value.
● Collaborated closely with marketing and campaign managers, translating data insights into actionable strategies.
● Played a pivotal role in optimizing marketing KPIs, resulting in enhanced business growth and customer satisfaction.
Operations Development Assistant, Delta Agrar Jul 2015 - Oct 2015 Belgrade
● Conducted thorough market research to identify new investment opportunities in West African cities.
● Analyzed historical data to identify potential clients and investment prospects, ensuring informed decision-making.
● Evaluated project ROIs and presented findings, contributing to informed investment decisions and revenue growth.
Assistant Project Supervisor, W&E Event Management Mar 2011 - Sep 2013 Abuja
● Collaborated within a team to successfully plan, execute, and evaluate diverse projects, including corporate events and exhibitions.
● Supported project managers in developing project plans, schedules, and budgets, ensuring project success.
● Assisted in tracking project financial performance and estimated ROIs, contributing to data-driven decision-making.
● Coordinated monthly financial reports and ensured alignment with project goals and objectives.
EDUCATION
MSc. Economics, University of Belgrade, Nov 2014 — Sep 2016
● Graduated with High Honors
BSc. Economics, Covenant University, Jun 2006 — Jul 2010
● Graduated with High Honors
SKILLS
● Multitasking
● Decision Making
● Problem Solving
● Computer Skills
● Time Management
● Leadership
● Working Under Pressure
● Salesforce
● Effective Time Management
● Communication
● Account Management
● Microsoft Office
● Project Management
● Customer Service
● Customer Relationship
Management
LANGUAGES
● English: Native Speaker
● Serbian: Highly Proficient
REFERENCES
Available upon request
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