Customer Success Manager

Became a subject matter expert & served as a trusted advisor with content creators via text, email, chat & social media channels,

Conducted optimization and onboarding sessions with new clients and provided continual support on best practices for optimal usage.

Developed, maintained, and owned relationships with existing clients to ensure success, satisfaction, and long-term retention.

Provided critical customer feedback to the product and marketing team leading to incremental product improvements that increased customer engagement.

Assisted with troubleshooting bugs and worked cross functionally with Engineering & Product teams when necessary across various time zones.

Led the creation of knowledge base content, FAQs, & help center articles for internal & external stakeholders resulting in 50% improvement in resolution times & 75% one touch response rate for support team members.

Analyzed user financial transaction activity along with KYC information & conducted due diligence research in support of fraud investigations.

Worked closely with financial services clients to resolve cash application issues & enforced payment terms.

Took leadership with Ad-hoc projects & contributed to the development of best practices and operational processes.