Nicole Gann

Head of Customer Success March 2022 — Current time

About the role Built entire customer success systems, outreach, and implementation tools for a frictionless customer experience. Proactively manage and serve as the central point of contact for all creator and brand partner accounts to ensure product adoption. Totaling over 200 accounts. Provide technical support and diagnose and monitor issues for customers using MonogoDB Compass and work cross-functionally with the engineering team. Manage and monitor usage of the app through Mixpanel to determine the health of our collective creator users and brand partner customers. Create and send internal key performance indicator reports on the usage of our app from users and customers to the management team. Communicate with users, customers and internal teams to provide feedback on current usage and potential roadblocks. Renew campaigns with existing brand partners, and engage platform creators to upload more videos.Curastory allows anyone to shoot and edit high-quality video, monetize shows, and distribute to all of their video channels, 100% free. Built entire customer success systems, outreach, and implementation tools for a frictionless customer experience. Proactively manage and serve as the central point of contact for all creator and brand partner accounts to ensure product adoption. Totaling over 200 accounts. Provide technical support and diagnose and monitor issues for customers using MonogoDB Compass and work cross-functionally with the engineering team. Manage and monitor usage of the app through Mixpanel to determine the health of our collective creator users and brand partner customers. Create and send internal key performance indicator reports on the usage of our app from users and customers to the management team. Communicate with users, customers and internal teams to provide feedback on current usage and potential roadblocks. Renew campaigns with existing brand partners, and engage platform creators to upload more videos. Skills: JSON · Customer Retention · Customer Onboarding · KPI Reporting · Customer Relationship Management (CRM)