VP of Client Services @ Piano.io

As VP of Client Services I led the Customer Success and Account Management team for the EMEA portfolio of Piano.io. I oversaw the customer experience which included:

• Developing, implementing, and managing strategies to improve customer success outcomes across all touchpoints.
• Defining, developing, and optimizing the customer lifecycle by implementing onboarding, retention, and engagement processes for new and existing customers.
• Leading and managing a highly-skilled client servies team and overseeing the development of strategies to reduce churn rates, increase customer loyalty, and boost renewal rates.
• Analyzed customer feedback, data, and insights to identify patterns and trends in customer behaviour, preferences, and satisfaction.
• Collaborated with key stakeholders to develop and execute strategies that make the company more customer-centric.
• Worked with the sales teams, product teams, and marketing teams to develop strategies for customer acquisition, retention, and engagement.
• Leveraged and implemented technology, CRM software, and related tools to optimize customer success operations, automate outreach, increase operational efficiency, and reduce costs.
• Measured the effectiveness of customer success initiatives by tracking key metrics, such as customer satisfaction, engagement, retention, and churn, and developing strategies to optimize KPIs.
• Prepared and presented reports to executives and stakeholders on customer success initiatives and their impact on the business.
• Identified and nurtured customer bases and customer segments based on comprehensive data analysis and market insights to ensure exceptional satisfaction, retention, and growth.