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Work experience

Customer Success Manager

from 09.2021 to now (4 years 11 months)
HelloNote, Remote (IT)

Customer Success Responsibilities
Sept 2021 — Present
• On-boarded therapy clinics and trained clinicians in documentation, scheduling, billing, and reporting workflows.
• Leveraged analytics tools like Crazy Egg and monitored CSAT and NPS scores to identify friction points, optimize
workflows, and provide actionable feedback to product teams for continuous improvement.
• Provided ongoing technical support across web and mobile platforms, resolving issues related to
documentation, templates, billing, and system configuration.
• Conducted adoption check-ins and risk assessments to reduce churn and optimize client workflows.

Manual QA Responsibilities
• Performed manual testing of new features before release, including functional, regression, and user acceptance
testing.

Documentation & Process Support
• Created troubleshooting guides, help-center articles, and workflow documentation for end users.
• Helped test improvements to documentation templates, scheduling updates, billing rules, and data-import
workflows.

Education

Kharkiv National University of radio electronics

Computer engineering, Kharkiv
Higher, from 2017 to 2021 (4 years)

Knowledge and skills

• Customer Retention
• Regression testing
• Exploratory testing
• Workflow Testing for EMR/EHR systems
• HubSpot
• Zendesk
• Android Studio
• Data management
• MS Azure

Language proficiencies

English — fluent