Vera

Contact information

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Work experience

Senior Customer Success Manager

from 11.2022 to 02.2024 (1 year 3 months)
Wing Assistant, Remote (Recruiting and HR)

- Customer Success Leadership: Led global teams to boost feature adoption by 20% and decrease support requests by 15%. Achieved an 83% client retention rate, managing high-profile accounts such as Abstract, Glassdoor, and Quilt Software. Spearheaded key projects to enhance app usability and conducted extensive A/B testing for optimal user experience.

- API Integration Architect: Developed seamless API integrations across multiple platforms, resulting in a 25% increase in B2B clientele. Utilized advanced technology to streamline workflow integrations, enhancing the onboarding experience for new users.

- Product Development and Innovation: Innovated user-friendly in-app tooltips and modals, improving user feedback scores and reducing inquiries by 20%. Ensured global accessibility by translating and adapting content for diverse audiences.

- Marketing and Sales Strategies: Utilized data-driven insights to optimize customer engagement and drive sales growth. Implemented effective online advertising campaigns, resulting in a 40% increase in web traffic and generation of high-value sales leads.

Sales Director/Account Executive Director

from 09.2018 to 07.2022 (3 years 10 months)
Avatrade Marketplace, Remote (Автобізнес та автосервіс)

- Sales Growth and Client Management: Successfully converted over $5 million worth of inventory by acquiring new clients, nurturing leads, and managing client accounts to drive sales growth.

- Improved User Onboarding: Developed user-friendly checklists and feedback systems, making it easier for users to get started and increasing task completion by 15%.

- Data Analysis and Insights: Used advanced analytics tools to understand user behavior, refining onboarding experiences and keeping users engaged.

- Tailored Onboarding Strategy: Implemented segmentation techniques to customize onboarding experiences, resulting in a 15% increase in conversion rates.

- Quality Enhancement: Fostered a quality-focused culture, applying principles to reduce customer complaints by 15%.

Effective Product Rollouts: Managed smooth introductions of new in-app features, ensuring a seamless transition and minimal disruption.

Creative Content Development: Produced visually appealing and brand-aligned content, enhancing the user experience and maintaining brand consistency.

Lead Customer/ Quality Assurance Specialist

from 04.2016 to 08.2018 (2 years 4 months)
Marathonfotos, Other countries (Beauty, fitness, sports)

•Became proficient with a variety of digital platforms including Google Suite, Slack, Hubspot, Zoom, Calendly, Jotform, and Zapier, bolstering inter-team collaboration and ensuring efficient client communication.
•Employed strategic content design principles to create brand-aligned, user-centric content, further optimizing in-app onboarding journeys for international audiences.
•Successfully leveraged Google Ads, Meta Ads, and LinkedIn, boosting web traffic by 40% and generating a substantial inflow of Product Qualified Leads (PQLs).
•Utilized advanced data analysis techniques to surpass quality standards, tapping into keen analytical insights to refine and enhance customer support processes.
•Instituted proactive user engagement protocols, addressing user feedback in real-time, and iterating our strategies based on their invaluable insights.
•Utilized basic UI/UX knowledge to guide the design and development of custom features and integrate third-party systems, increasing client engagement and system efficiency.
•Demonstrated a commanding grasp of ticketing platforms and CRM systems, remaining vigilantly attuned to emerging features, product launches, and industry trends to fully exploit their potential.

Technical Sales/Customer Support Manager

from 01.2014 to 03.2016 (2 years 2 months)
Gozack logistics, Remote (Transportation and logistics)

•Applied sophisticated A/B testing methodologies to fine-tune in-app experiences, achieving a remarkable 20% improvement in user engagement rates.
•Crafted visually captivating tooltips and modals, offering users an intuitive path to explore product functionality.
•Acquired invaluable expertise in marketing and sales strategies for new product categories, positioning our Solutions as a pioneering force in three emerging market segments within a brief two-year timeframe.
•Efficiently managed marketing campaigns, resulting in a commendable 20% improvement in overall campaign success through strategic planning, meticulous execution, and thorough post-launch analytics.
•Applied advanced analytics to identify trends, issues, and areas for improvement, ensuring adherence to quality standards, and surpassing them consistently.
•Maintained high-quality standards in a fast-paced environment, using strong analytical skills and data analysis to continuously monitor and improve customer interactions, fostering a culture of continuous improvement.
•Led innovative technical solutioning sessions, harnessing creative approaches to challenges, such as API bottleneck issues, earning recognition for decreasing response time to client inquiries by 40%.

Education

Enugu state University of Science and Technology

Business Administration, Kyiv
Higher, from 2014 to 2020 (6 years)

Odessa Law Academy (OLA) is a leading Ukrainian university in legal studies. Founded in 1997, OLA offers a wide range of undergraduate and postgraduate programs in law, as well as specialized programs in international law, constitutional law, criminal law, civil law, administrative law, business law, and environmental law. OLA has a highly qualified faculty and staff, and its graduates are well-respected in the legal profession. The academy also has a strong international reputation and partnerships with universities around the world.

Knowledge and skills

Language proficiencies

English — fluent