Tennis
Tevfik Eren Tortop
Customer Success Manager
Ankara
Summary
Proven Customer Success Manager with a track record of enhancing product offerings and customer satisfaction at JourneyApp. Skilled in customer relationship building and onboarding, I've successfully managed key accounts and improved retention strategies. Expert in conducting technical presentations and leveraging customer feedback for continuous improvement.
Overview
9
9
years of professional experience
2
2
Languages
Work History
Customer Success Manager
JourneyApp
04.2023 - Current
- Analyzed customer feedback(Account Meetings/Internal Surveys) to identify areas for improvement, leading to enhanced product offerings.
- Assisted customers by conducting technical onboarding presentations in order to foster successful adoption and usage.
- Managed a portfolio of mid level and key accounts, maintaining strong relationships with customer contacts ensuring high levels of satisfaction.
- Conducted monthly account reviews assessing data in order to pinpoint certain issues and provide consultation to clients.
- Internally, prepared and presented monthly usage reports for the entire client catalog.
- Maintained open lines of communication, on top of Jira/Email/WhatsApp, by being available for quick calls in order to provide consistent/instant support.
- Coordinated with the technical team in order to provide prompt support and address client needs efficiently.
- Enhanced customer retention rates by developing and implementing targeted customer success strategies keeping in mind differing objectives customers may have.(Retail Sector, Banks, Employee Training, Employee Assessment, Preboarding, Onboarding, Offboarding)
- Conducted and leaded weekly, bi-weekly and monthly account management meetings making sure their campaigns progress accordingly.
- Created content(Guide Videos, Educational Visuals) explaining ins and outs of the dashboard so that clients adapted to the product smoothly.
Client Partner Intern
Mobile Action
12.2022 - 02.2023
- Became proficient in ASO and Google Ads, learned how to conduct ASO cycle and ASO audit.
- Performed several account health checks which boosted my knowledge of Apple Search.
- Learned how to set up ASA campaigns and became familiar with various tools ASA tools in the market.
- Conducted several client meetings and participated on client kickoffs and onboarding.
Project Assistant
Weglobal
02.2022 - 08.2022
- Preparation and translation of all project related documents, activity agendum, beneficiary or co-beneficiary and associates` emails, training materials and meeting minutes.
- Organize and monitor project schedules and deadlines.
- Regularly report project updates both verbally and in written form to management.
- Demonstrate any administrative tasks such as timesheet management, research, assisting project experts etc.
Project Assistant (Part Time)
DOGTARBESBİR
06.2016 - 08.2019
- Translation of organization related documents such as; agendas, participant lists, etc.. for project WSs, trainings meetings- (Following EU visibility guidelines)
- Support project team on their communication and coordination with co-applicant.
Education
New Media And Journalism
Post Graduate Programme - Nişantaşı University
Istanbul 04.2001 -
Political Sciences And Public Administration
Bilkent University
Ankara, Turkey12-2022
Skills
Customer relationship building
Customer service
Customer retention
Customer account management
Customer onboarding
Interests
Timeline
Customer Success Manager
JourneyApp
04.2023 - Current
Client Partner Intern
Mobile Action
12.2022 - 02.2023
Project Assistant
Weglobal
02.2022 - 08.2022
Project Assistant (Part Time)
DOGTARBESBİR
06.2016 - 08.2019
New Media And Journalism
Post Graduate Programme - Nişantaşı University
04.2001 -
Political Sciences And Public Administration
Bilkent University