Instapage

I have accumulated six years of experience working in a customer-facing role at a SaaS start-up with international operations. This experience has allowed me to develop a deep understanding of customer needs, expectations, and pain points. Through effective communication and problem-solving skills, I have successfully resolved customer concerns and established long-term relationships. I have also gained proficiency in SaaS products and services, along with a global perspective that allows me to navigate cross-cultural differences in business practices. 

With extensive experience in managing feature scoping and priorities, I have developed a strong ability to collaborate closely with development teams. This includes identifying the most critical new features for a product or service, and understanding how they fit into larger business goals and user needs. By maintaining clear communication and a deep understanding of development timelines and constraints, I am able to drive the successful implementation of new product features while ensuring quality and user satisfaction.

As a customer success manager, I prioritize the needs and concerns of my book of business. I understand that launches and transitions can be stressful for customers, which is why I take extra care to make them feel heard and supported. I work to provide clear communication and personalized attention to each customer, whether it's through responding to inquiries, troubleshooting issues, or providing guidance.

As an expert in working with Totango, NetSuite, Stripe, ChartMogul, Asana, and Zendesk, I bring extensive experience in managing customer data, financial information, and project workflows.

Customer Success Manager

As the billing onboarding specialist, my primary responsibility is to ensure a smooth and efficient onboarding process for new customers by processing contracts across all financial systems. I am meticulous in my approach, paying close attention to details and guidelines to ensure accurate and timely billing. This requires excellent organizational and communication skills, as I liaise with various internal teams to ensure all necessary information is collected and processed accurately. 

Managing the invoicing and payment collection process is crucial for any business to maintain a steady cash flow. This involves generating invoices, following up with customers for timely payments, and reconciling any discrepancies. Additionally, businesses need to monitor churns, i.e., customers who discontinue using their services, as these can impact revenue. Identifying upsell and downsell opportunities can help boost revenue while retaining customers.

As a team training specialist, my responsibility is to create, update, and present team workshops for the Sales team. These workshops are tailored to address specific topics, such as sales techniques, negotiation skills, customer service, and product knowledge, to name a few. I conduct extensive research on the latest industry trends and best practices to develop training materials and exercises that are relevant, engaging, and effective. I also collaborate with Sales leaders to gather feedback and adjust the training program accordingly.

As the trainer for new joiners, it is my responsibility to ensure that they are properly onboarded and trained. This includes providing them with an overview of the company and its culture, as well as teaching them the skills and knowledge necessary to perform their job duties effectively. I create training materials and conduct training sessions, monitor their progress, and provide feedback to ensure that they are meeting expectations.

Senior Billing Specialist

I was responsible for maintaining open and frequent communication with both clients and the engineering team is essential in addressing any application issues. This will ensure that any concerns or questions from the clients are addressed promptly and that the engineering team can work efficiently to resolve the problem. Through active collaboration, the team can provide timely updates on the progress made in resolving the issue. 

In order to ensure the smooth functioning of the applications, I was also responsible for reporting any service issues in Jira. By doing so, the team can fix the problem in a timely manner, minimizing downtime and preventing any potential negative impact on user experience. Detailed information regarding the issue, such as the steps to reproduce it, helped the team identify the root cause quickly.

Billing Customer Advocate

As a billing specialist, my responsibilities included managing the onboarding process for new customers and ensuring their contracts are processed across all financial systems. Additionally, I am responsible for invoicing customers and collecting payments from them. By efficiently managing these tasks, I help ensure that our company receives timely payments and maintains positive relationships with our customers.

I was also responsible for the cash application process which involves matching payments received from customers with their respective invoices and issuing credit memos as necessary.

Enterprise Billing Manager

As a customer support representative, I effectively utilized Zendesk to communicate with clients through chat and email channels. I consistently provided prompt responses to inquiries and requests, ensuring customer satisfaction by resolving issues and answering questions in a timely manner. Provided support both for technical issues and billing.

To ensure smooth business operations, I worked with colleagues from other departments. This includes Sales, Billing, Customer Success, and Engineering teams - all of whom play a vital role in the success of the organization. Effective communication, regular meetings, and team-building exercises can help foster a culture of cross-functional collaboration. 

As the designated person for updating the documentation of the Billing department, it was my responsibility to ensure that all procedures and policies are accurately documented and up-to-date. This documentation served as a guide for all staff members involved in billing processes, ensuring that there is consistency and standardization of practices across the department.

Customer Support Agent

Accenture

I have experience in providing customer support in both English and Polish, specifically in a written format. I have assisted customers with various issues and inquiries, ensuring that all concerns are resolved in a timely and satisfactory manner.

Subject Matter Expert - HR Analyst 

VALLEY TRAINING AND TRANSLATION SERVICES

I maintained strong communication with my client in order to deliver the best and quickest translation document results. By working closely with them, I ensured that their requests were met efficiently and effectively. I prioritized their needs and communicated any updates or changes promptly to ensure seamless and successful collaboration.

Taplio

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Giulia Luiza Bate

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