CORE COMPETENCIES

Strategic Customer & Stakeholder Operations

• Omnichannel Success Support: Expert in managing high-volume chat, email, and phone-based success workflows for global SaaS portfolios.
• Strategic Escalation Management: Proven ability to resolve complex Tier 2 account and billing discrepancies through data-driven investigation.
• CRM & Systems Administration: Advanced proficiency in Salesforce, HubSpot, and Zendesk for accurate customer record management and health scoring.
• Knowledge Management: Designing and maintaining comprehensive process documentation and internal Knowledge Bases (KB) to scale team efficiency.
• Cross-Functional Alignment: Orchestrating collaboration between Success, Product, and Engineering (Jira) to resolve systemic customer friction.

Operational Excellence & Workflow Coordination

• Process Standardization: Expert in building and documenting scalable workflows to ensure consistent global service delivery.
• Data Analytics & Reporting: Leveraging platform data to track retention metrics, CSAT trends, and operational KPIs for executive reporting.
• Portfolio Prioritisation: Advanced skill in managing competing deadlines and high-priority accounts to ensure 100% SLA adherence.
• Data Integrity & Compliance: Maintaining 100% accuracy in sensitive records (HIPAA/GDPR) and managing high-stakes confidential documentation.
• Stakeholder Communication: Managing complex cross-team follow-ups and vendor coordination to ensure seamless daily business operations.

Tools & Systems

• Talkdesk, Zendesk (ticketing & support workflows)
• CRM systems (Salesforce, Jira)
• Slack (internal communication)
• Google Workspace (Docs, Sheets, Calendar)