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Head Customer Success
Total Views81
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Member since30+ Days ago
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Contact Details
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Candidate Information
  • User Experience
    Experience 15 Year
  • Cost
    Hourly Rate$20
  • availability
    Availability3 Week
  • work from
    Work FromAny
  • check list
    CategoryInformation Technology & Services
  • back in time
    Last Active OnJune 20, 2024
Key Skills
project management customer experience customer successScrum-Scaled Agile FrameworkVendor ManagementFunctional TestingRegression TestingIntegration TestingRequest TrackerData Analysis customer relationshipImplementationIntegrationMiddleware

Head, Customer Success & TechOps

• QuestionPro February 2022 - Present | Client Success and Management: Lead the implementation of QuestionPro products with support from various teams. Translate client requirements into actionable tasks against timelines. Support clients throughout the implementation process, fostering long-term relationships. Act as a trusted advisor for both senior leadership and project teams to achieve client goals. Project Planning and Management: Design and develop project plans, including budgets, schedules, and objectives. Perform risk management to minimize project issues and risks. Use project management techniques to handle changes in scope, schedule, and costs. Ensure timely and within-budget delivery of all projects. Account Management: Engage as an account manager for ongoing client success after the transition from professional services to product support. Align project objectives with QuestionPro/customer goals. Coordinate resources for project execution and liaise with internal stakeholders. Collaboration and Training: Foster partner relationships with customers and stakeholders. Provide guidance and mentoring to collaborating consultants. Collaborate on the expansion, training, and deployment of new services. Communication: Report project updates to the President of product and key stakeholders. Escalate risks to QuestionPro leadership and customer sponsors. Educate and drive customer support team members on project delivery and overall customer support. Implementation: Work with client and project teams to implement QuestionPro for various projects. Lead or assist with client business process work sessions, document use cases, and develop specifications. Analyze and evaluate legacy system data and processes. Technical Solutioning: Lead technical landscaping and solution design. Integrate 3rd party applications and guide product teams to adapt to ongoing technology requirements. Mentor, coach, and implement Javascript, CSS, API-based methodologies. Work with DevOps to stabilize performance on cloud infrastructures. Design middleware for unique use cases, including data transformation. 

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