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Looking for a job

Erin Baker

@erinbaker

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

Cambodia
Message

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

Mangomap logoMA
Current

Head of Customer Success

Mangomap

Sep 2018 - Present (5 years 10 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.

Mangomap logoMA

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.

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