B2B Marketer for Tech products | Agile Project Manager

🤓 Full-stack Marketer focused on demand gen for SaaS products.
✨ Managed marketing campaigns for NGOs and education, then switched to Tech and Fintech SaaS solutions.
🌍  Experienced in working across timezones with international teams, from startups to corporate, targeting audiences worldwide.
🔄 Agile practitioner, always aiming to make the customer happy.

Gabriela Deleanu

Hootsuite

Assisting the Tier 1 Team with all difficult billing issues 
Determine whether the billing issue escalated has a solution or if it is needed to be escalated further and classified as a bug  
Handling applications for Non profit discounts

Tier 2 Specialist at Hootsuite

Main responsibilities:

Assisting the team with the difficult billing requests received from customers 
Offering training to new Customer Support Advocates on billing knowledge and procedures 
Providing feedback and working on improving the Advocates' performance in order to hit their targets  
Evaluating Advocates' performance and helping them better understand the product, the billing services and procedures 
Assisting customers with billing requests 
Pointing bugs with the billing platform and creating JIRA tickets in order to have these issues reviewed by the Development team

Senior Customer Support Advocate 

Main responsibilities 
1.Providing Customer Support via live chat, social media channels (Twitter, Facebook), help desk platform (Zendesk) 
2. Assisting customers to use different Hootsuite platform features by providing them with step by step procedures and directing them to the Help articles 
3.Troubleshooting technical regular issues for users and working with the Technical Senior Customer Advocate to pinpoint bugs affecting customers 
4.Assisting customers with billing inquiries regarding downgrades, refunds, cancelations, subscription changes, VAT/taxes, Non-Profit applications, failed payments, in-app purchases, pricing options and plans questions 
5. Permanently learning about new product features and billing system

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Gabriela Deleanu

Magdina Postolache

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