Parta.io

Parta.io is a collaborative eLearning creation platform that streamlines workflows and boosts team productivity for L&D and beyond. Our end-to-end solution empowers teams to curate & create faster and more efficiently, without switching between different apps. Inspired by trailblazers like Notion, Figma, and Miro, we're bringing a new architecture & different level of collaboration to the world of eLearning.

During my time as Head of Customer Success and Support, I created and configured a support and customer success department from scratch.

I am responsible for the following:

-HubSpot automation (workflows, ticket and deal pipelines, meetings, chat configuration (chatflow, offline bot), availability settings, general signatures, properties management, dashboard and metrics, active/static lists)
- Maintain support metrics (ticket source, resolution time, chat, NPS, CES, CSAT)
-Configuring emails via Mailgun (markup with HTML, CSS, JS, VSC, Figma)
-Notion (Support FAQ)
- Creating and maintaining documentation, FAQ, user guide, release notes (HubSpot, GitBook, Ezgif, FFmpegUI)
- Drawing block shemes using Draw.io (block schemes, UML Diagrams)
- Resolving customers issues
- Product demo
- Presales activities (preparing docs, negotiations, technical product description, building demo courses)
- Scripting skills (JavaScript, GitBush)

Head of Customer Success & Support

Silverbird | A global business account

Silverbird is a digital bank for international trade. Silverbird onboards international SMEs using data-driven AI-powered KYC technology to make them bankable in Europe and beyond. Silverbird works with banks,regulators, payment networks, and trade finance companies so businesses who bank with Silverbird don’t have to.

As an automation specialist I:
- automated support processes by connecting internal database to HubSpot and creating multiple worklfows to streamline dataflow;
- automated inbound leads campaing and visualise the onboarding process for internal team;
- connected Slack and HubSpot using Zapier to transfer needed data from messenger to a CRM;

What I achieved:
- saved approximately 700$/monthly (paid HubSpot seats) by avoiding paid HubSpot functionality via custom logic and scripts;
- saved 400 h/month for support team (~3000$/m) by reducing manual work of the support team via automations;
- increased onboarding completion up to 17% via email autochasers;

Customer Experience Automation Specialist/Automation Engineer

WeLoveNoCode

WeLoveNoCode is the largest no-code marketplace that connects 5,000 companies and 36,000 no-code developers. The company is headquartered in San Francisco and already raised $3M in funding.

I automated the majority of business processes:
- support (closing spam tickets, autoreplies to known queries, tickets autoclosure, chatbots, knowledge base)
- sales (inbound automation, outbound automation)
- matching (matching pipeline is fully automated, ticket system for finding the talent)
- account (notifications about new customers, track of sales, matching persons who worked with contact)
- NPS (custom surveys, autosending NPS surveys, automated NPS discount programm)
- customer success (autocreation of meeting with invited developers)
- CES, CSAT (placed on a SaaS platform)
- e-sign documents (build the process with DocuSign, all docs are placed in AirTable accordingly)
- data management (data format, mapping, transfer, cleaning and etc.)
- established connections to APIs to read and write data between systems
- automated manual workflows to process and move data (e.g., through Integromat/Make) to different places (e.g., Asana tasks, Google Drive files, emails, etc.)

Based on Timely (timetracker), I spent more than 2000 hours automating:
- email sequences;
- notifications;
- property management (contact, ticket, deal, record, survey, record and etc);
- entity creations (deals, contacts, tickets, records);
- data transfer;
- two-way data sync;
- webhooks;
- conditions.

Tools in use: 
Zapier (> 1.000.000 manual tasks automated), 
HubSpot (~400 workflows), 
AirTable (more than 150 fields and formulas), 
Make (Integromat) (>30 scenarious)
Slack, Sakari SMS, Zoom, Google Calendar, Google Drive, DocuSign, Notion, Bubble, Calendly,  webhooks.

The final step of my work at WLNC was to source a +40k airtable database and conduct up to ten interviews to find my replacement.

Customer Support Automation Lead/Automation Engineer Lead

Guidepoint

As a no-code advisor I shared my ideas about Modern Documentation Platforms.

No-code Advisor

Third Bridge Group Limited

As a no-code advisor I shared my ideas about no-code development and it's possibilities

The Rolling Scopes School

My CV - https://artemromanovsky.github.io/rsschool-cv/

Junior Front-End Developer (trainee)

UI Bakery

UI Bakery is a low-code platform to build apps and automations you never had time for.

- represent the product (https://www.youtube.com/watch?v=mNVaI76r3KQ&t=7s);
- participate in conferences (https://www.youtube.com/watch?v=_A3ju2hMSu8);
- host webinars (https://www.youtube.com/watch?v=ILuVLN6AYd4);
- L1-L2  Support;
- sales/presales activities;
- expectations management;
- make our clients satisfied at all times;
- onboard new clients; 
- live chat support;
- email support;
- resolving conflict situations with customers;
- prototype users' projects in UI Bakery;
- templates creation (
https://app.uibakery.io/share/0x4hrvLcfp - Food delivery;
https://app.uibakery.io/share/RuJ3oQovK6 - Healthcare;
https://app.uibakery.io/share/l4MvRDTMhA - Financial dashboard)

Customer Success Manager

Akveo

- administer https://store.akveo.com/ based on Shopify;
- support clients using: 
• UI Bakery - an internal tool with an intuitive UI builder (https://uibakery.io/),
• Ngx-admin - customizable admin dashboard template based on Angular 10+
 (https://github.com/akveo/ngx-admin/issues),
• Nebular - customizable UI Kit, Auth & Security (https://github.com/akveo/nebular/issues);

- still learning JS, Angular;
- English B2-C1
- familiar with Hubspot, Shopify, GitHub, VSC, MS Office, Google Sheets (Docs), Notion, Confluence, Slack, YouTrack, Git, Crisp, Hotjar, Amplitude, Sentry, Discord

Support Manager

ngx-admin

EPAM Systems

As part of my education, I learned the following topics and was offered a junior BI/BA position at the EPAM but decided to stay with UI Bakery:
Business analysis key value and skill sets 
Business analysis levels and tasks
Business analysis in context of product development and software development project
SDLC overview  
Stakeholders and their types 
Communication plan 
Engagement of stakeholders 
Collaboration with stakeholders 
Major software components 
Impact on requirements 
Mobile applications       
Desktop/website elements
UI controls, actions
Specification of detailed requirements      
Requirements and their types 
Non-requirements 
Traceability and dependencies 
Requirements development process      
Requirements statements 
Acceptance criteria 
Scenarios
Principles overview 
Tools review 
Theory sum-up 
Practice 
Q&A session    
ERD and class diagrams 
SQL DBs overview 
Intro to SQL      
UML Activity diagrams 
UML state charts 
UML use case diagrams  
Description/documentation from BA perspective

Business Analyst Student

Hey:)

I'm Artem, senior Customer Success Manager/Business Automation Lead and Zapier/HubSpot expert with technical expertise in Front-end, Integromat, Airtable. Consistent, open-minded, paying attention to detail, good oral and written presentation skills, customer-focused.

Interested in low-code/no-code technologies as well as web development and game development.

Experienced in communication and automation of company processes (sales, accounts, support, NPS, marketing, products).

My no-code CV - https://talent.welovenocode.com/no-coders-profile/artem%2520romanovsky/r/recRALxgRy1Exado4

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