As Head of Customer Experience I work with developing the organization toward continously improving the customer experience, from brand awareness, marketing and sales all the way into MetaSolutions main development project EntryScape, the open source software for data and information management.

Achievements include:

• Transformed company from inside-out based innovation process to combining niche expertise with prospecting customer and existing customer needs supporting new sales and upsales.
• Establishing conscious work culture focused on raising the Customer Satisfaction Measurement where customers became ambassadors on marketing website materials and webinar co-hosts educating and marketing to prospecting customers.
• Developed and packaged partnerships model growing from 1 to 10 partners.
• Handled multiple complex customer projects both related to product and consulting.

As Customer Success Manager I was responsible for onboarding customers and ensuring high customer satisfaction. Responsible for the continuous support and building new relations with prospective customers. Worked with improving the different ways of customer support and customer experience with both customer focused tools and marketing tools.

Achievements include:

• Created and facilitated user community support forum which before was non-existent. Established FAQ sections covering majority of support issues.
• Conceptualized, designed and launched services section of the company website meeting demand from customer base.
• Planned, designed and executed marketing webinar series promoting open source product and services.
• Created foundational tech support framework process including use of user support forum, help desk for technical support, user documentation.
• Handling multiple complex customer projects both related to product and consulting.

Responsibilities include:

• Leadership of people such as volunteer management
• Technical development
• Project management

Responsibilities include:

• Implementing referral system connected to Shopify
• Launching team wide real time chat
• Developing e-commerce website

Responsibilities include:

• Leading customer projects
• Account management
• Business development