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

Work history, roles, and key accomplishments

Current

Head of Customer Success

Current

Mangomap

Sep 2018 - Present (6 years 8 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.

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.

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.