Istanbul, Türkiye
Versatile and results-driven professional with over 9 years of experience in customer success, account management, and onboarding within the SaaS industry. Possesses exceptional project leadership abilities and proven skills in managing international teams. Demonstrates a strong aptitude for adapting to emerging technology trends, particularly in AI and ML systems. A dedicated and high-energy professional with the necessary skill set to thrive in fast-paced environments, enhancing the company's capacity to capture and retain profitable markets.
- Leading a team of CSMs incl. objective setting and career development, day-to-day guidance, and escalation management. - Pro-actively engaging with customers to strengthen their internal skills, knowledge, and experience for Mastercard products and solutions - Project managing the delivery of new and complex products and solutions to customers - Partnering with product and sales teams to ensure clear communication to customers, incl. developing and maintaining customer support and sales materials - Acting as the knowledge expert on products and solutions and the most effective means of implementations - Identify areas of improvement, track project & task updates, and identify customers at risk of churning
Lead and manage a team of 7 Jr./Sr. Onboarding Specialists for Insider's main revenue-generating products: Architect, SMS, WhatsApp Business, and Email. Ensure exceptional customer onboarding experiences, delivering the highest level of product knowledge, training, and project management skills to exceed customer expectations. Pioneered and transformed the Onboarding System from human-powered to digital learning tools (LMS), collaborating with the Customer Experience Team. Mastered training skills, defining onboarding processes, and effectively troubleshooting partner issues.
Deliver an exceptional experience to our customers during onboarding with the highest level of quality in product knowledge, product training and project management skills. Consistently manage, meet and exceed customer expectations within a defined timeframe. Organize structured/on-demand trainings, workshops and webinars to the partners. Guide the partner for the right product setup and feature usages. Ensure expected uses cases are aligned with product capabilities and onboarding scope, Attend kick-off meetings, run regular check-in meetings. Create playbooks for increasing new product features & creating documents. Guide and mentor new onboarding team members
Insider (GMP), helps digital marketers drive growth across the funnel, from Acquisition to Activation, Retention, and Revenue. Leveraging real-time predictive segmentation powered by deep AI and ML capabilities. - Responsible for working with the Sales team to onboard and integrate new clients and developing existing client relationships. - Building trust between the two organizations (partner and the company) by focusing on value and enabling alignment across the company. - Responsible for developing and maintaining a long-term relationship with the partner. - Opportunity planning and understanding organizational structures of partner's and acting accordingly. - Knowing companies products at best and providing feasible solutions to partners to grow mutually. - Ensuring timely and successful delivery of our solutions according to customer needs and objectives. - Tracking key account metrics via tools, Insider Panel, Google Analytics etc. - Monitoring and analyzing customer's usage of our product. - Project management and process management (Developer - QA) to deliver the best experience and service to the partner and acting as a bridge between different departments.
Partymag, a mobile phone app, offers all party and gig options in one place. It provides a list of the best events for you among hundreds of other options around, and leads you to the event you choose with just a click. - Creating a business and sales plan to scale the company both nationally and internationally. - Carrying out sales activities and creating a customer portfolio by vis-avis meetings to venue owners in Istanbul. - Cold-calling potential clients and turning them to into potential sales timeline via ‘trial period’. - Developing strong communication with business partners (brands and venues) - Working closely with finance and legal departments to ensure compliance and consistency with contractual agreements. PartyMag has now more than +1000 subscribed users, and +50 venues under contract. https://partymag.org/en
Meal Box is a fast growing food-tech start-up company, backed by Aslanoba Capital and operates in İstanbul. - Owning both inside/outside sales processes. - Cold calling potential companies. - Proposing meal subscription solutions focused on addressing to their needs, deliver long-term value, and maintain a valuable relationship between company needs and the product. - Expanding the current customer base. - Developing pricing strategies through market analysis of competition, market trends and value added solution selling tactics. Following the customer’s payments and credit risks. - Working closely with finance and legal departments to ensure compliance and consistency with contractual agreements. - Working closely with Marketing department to define sales strategy for the new product line. Ex: Meal Box Subscription, Meal Box Fit. - Coordinating the sales team and the marketing team to raise the awareness of the new product line. - Analyzing the constant growth and continuity of the new product's sale. Increasing the profitability via optimizing the sales channels and operastional costs.