Customer Success Manager

Overview

Looking for full-time work (8 hours/day)

at $8.00/hour ($1,408.00/month)

Post-graduate degree (Masters, Doctorate, etc.)

Last Active

January 12th, 2025 (36 days ago)

Member Since

January 26th, 2023

Profile Description

Customer Success Manager-
 Oversees the management of the Commercial North American segment, which includes accounts
with a company size ranging from 11 to 50. 
? Layout the Onboarding process for new clients conduct training sessions and ensure a smooth
transition for clients who have completed the onboarding process.
? Provides ongoing support to clients after the onboarding process, ensuring they can fully utilize
PandaDoc's features and functionality. 
? Promotes the adoption and usage of PandaDoc by organizing continuous engagement events such
as QBRs (Quarterly Business Reviews), workflow consultations, and check-in calls. 
? Proactively reaches out to high-potential customers and offers recommendations to increase their
adoption of PandaDoc. 
? Handles escalated issues, cancellations, and refund requests from customers, ensuring a positive
resolution both for the customer and for PandaDoc. 
? Identifies potential opportunities for upselling, uplifting, and expanding services, collaborating
closely with the account management team to close these deals.
? Identifies customers at risk of churning and assists in implementing strategies to reduce churn. 
? Collaborates with Customer Support, Sales, and Product teams to effectively communicate and
monitor customer requests and feedback.
? With this role, I have managed to gain knowledge of other CRMs and Systems as we do have
integrations with them, which include Salesforce, Gainsight, Tableau, Hubspot, Zendesk, API,
Zapier, Zoho, Quickbooks, Stripe, Slack, SAP Concur, Ursa Major, Upgrade to see actual info, PipeDrive, and
Square
Research Analyst -
-Main responsibility is to provide analytical data to Bankers, Relationship Manager and
Senior Leaders to help them come up with decisions that profitable and sensible to the
bank and its clients. These data are coming from trusted and reliable sources from within
and outside the bank.
-Provide credit rating to bankers for public and private companies, and Sovereigns by
exploring credit rating agencies such as Moody’s, S&P, Fitch and CRISIL.
-Provide broker reports using Eikon to bankers for them to analyze the current position of
a certain business by taking the perspective other trusted institutions like JPMorgan, UBS,
Morgan Stanley, BofA and Deutsche.
-Provide company data such as its current financial positions, shareholders, management,
beneficial owners and other data that could help dUpgrade to see actual info an investor whether a company is
worth on investing.
Site Admin/Workforce -
Assisted management in making sure that the process achieved its objectives, meet agreed
deadlines and maintain an efficient organization by doing various duties that includes
correlation of MI and employee information, and creating/consolidation of reports.
-Overall monitoring and creating schedules and staffing for 8 different segments within the
process, this includes Genesys/GWFM plotting and agent scheduling and real-time
monitoring using Pulse.
-Supervising system access request, reset and retrieval.
-Liaising to the Business Partners onshore for proper forecasting and planning of work
schedules and allocation within the process.
Subject Matter Expert for Expat
Assisted new hires for their transition from training to their endorsement in the
production. During Academy, allowed recruits to develop critical thinking skills by
encouraging them asking questions and running through scenarios on their avail time.
Also guided them on how to handle cases and how to use procedure, and provided them
timely coaching and feedback.
Expat Digital Escalations
Assisting referrals from Relationship Managers, Bankers, Admin Team and
Banking associates for any escalations related to Procedure, Process and Digital
queries.
Resolving and managing INs and tracking JIRA cases for International
Investment Centre related escalation.
-Social Media management using Sprinkr.
-Creating training materials and huddle packs for newly encountered Digital
Banking error and facilitating sessions to banking associates to fill-in knowledge
gaps related to Digital Banking and share resolutions to the known system
issues.
-One of the key persons for testing newly migrated systems such as Online and
Mobile Banking migrations, Investment Platforms and Mobile Chats
Expat Financial Services
Completing international cross border activities for Top Tier and High Net-worth
customers, that includes Payment processing, Onboarding, Accounts Opening and other
banking queries.
-Conducting pre-checks for lending for those clients who seeks international mortgage,
credit cards and AMEX Charge Card.
-Doing Personal Economy Review and wealth discussions to Premier customers who are
interested to Term Deposits, Sharedealings and Portfolio Funds.
-Processing High Value International Payments/Transfers, Foreign Exchanges, and
Payments Tracking using SWIFT GPI.
UK Telephone Banking Associate
Assisting customers of HSBC UK with their multiple banking queries, that includes
Accounts Opening, Loans and Mortgages, Credit Cards, Digital Banking, Lost and Stolen,
International Payments and Complaints Handling which has been added to skill set in order
to make sure that customers will have an excellent banking journey.
-Providing high quality service to achieve maximum customer satisfaction by resolving the
customers query at the first point of contact.
-Responsible for achieving individual targets and or/sales whilst maintaining quality and
compliance.
Senior Fraud Account Specialist
Responsible for assisting customers who have been victims of Identity Fraud, creating cases
that is being submitted to Credit Reporting agencies like Equifax and Upgrade to see actual infoecking.
At the same time, accepting escalation calls from different departments.
Fraud Account Specialist
Identifying fraudulent transactions on cases being created by the system, and responsible
for informing the customer through inbound and outbound calls of their case status and the
next steps in protecting their accounts.