Looking for a job

Erin Baker

@erinbaker

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Head of Customer Success and Designer living and working remote from Phnom Penh, Cambodia since 2010

Cambodia

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What I'm looking for

Currently CS and Product manager for Mangomap. Supporting nearly 400 clients onboard and implement location and mapping into their workflows. Customer-first approach, delivering <2% monthly average churn and >50 NPS. Feeding customer feedback into product, QA/QC testing, managing integrations that serve marketing, billing, analytics, and operations (multi-channel marketing automation/Recurly/Stripe/Amplitude/Atlassian etc)

Experience

Current

Head of Customer Success

Current

Mangomap

Sep 2018 - Present (5 years 9 months)

Responsible for customer onboarding, account utilization, support, and billing. drive customer lifecycle nurturing strategy, which led to a reduction in average monthly subscriber churn to under 2%. I oversee an integrated help desk and knowledge base, focusing on FCR; maintain a consistent YoY NPS of > 60. Manage multi-channel marketing automation, billing, analytics, and other integrations.

Volunteer Recruitment & Marketing Manager

CWF Cambodia

Sep 2011 - Dec 2013 (2 years 3 months)

Recruited and managed more than 100 long term volunteers while meeting budget and recruitment targets through efficient and ethical volunteer recruitment.

Marketing Recruitment Graphic Design Management Marketing Strategy Social Media Strategy Video Production Travel Coordination

Growth hacking and marketing

Mangomap

May 2015 - Sep 2018 (3 years 4 months)

I joined Mango as their first hire to improve SEO, update and maintain a coherent brand and tone of voice for all communications, and develop marketing and lead generation in a 'zero budget' scenario.