Open to opportunities

Jacek Mucha

@jacekmucha

Message

Seasoned customer success professional dedicated to exceptional client support.

Poland

Message

What I'm looking for

I seek a role that fosters growth, values customer-centric approaches, and encourages collaboration.

I am a seasoned customer success professional with extensive experience in providing exceptional support and account management. My dedication to understanding customer needs drives my proactive approach to issue resolution and customer satisfaction initiatives. I thrive in dynamic environments, quickly adapting to new processes to achieve outstanding results while effectively multitasking and prioritizing tasks.

In my current role as a Customer Success Manager at WealthArc, I manage a portfolio of B2B SaaS clients, ensuring their needs are met through relationship management and daily support. My previous experience at Xapo Bank allowed me to guide clients through the onboarding process of the world's first fully licensed Bitcoin private bank, achieving a 98% customer satisfaction rate. I am skilled in utilizing various CRM systems and tools, including Intercom, Hubspot, Zendesk, and Jira, to enhance customer experiences and streamline operations.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

WealthArc

Feb 2024 - Present (1 year 4 months)

Managing a portfolio of B2B SAAS clients, providing relationship management and daily support for a wealth-tech product. Responsibilities include client feedback collection, training, and collaboration with data teams.

Customer Relationship Management B2B SaaS Client Management Data Management Confluence SQL Azure Problem Solving Communication

Customer Success Advisor

Xapo Bank

Aug 2021 - Jul 2023 (1 year 11 months)

Provided account management and support for clients of a Bitcoin private bank. Responsibilities included onboarding, daily support via chat and email, and social media support, achieving high customer satisfaction.

Customer Support Onboarding KYC EDD Social Media Management Documentation Communication Problem Solving

Service Operations Specialist

TechSoup

Jul 2020 - Sep 2021 (1 year 2 months)

Provided daily technical support to a global NGO network, managing incident resolution and creating knowledge base articles. Responsibilities included validating NGOs and responding to partner needs.

Technical Support Incident Management Zendesk Knowledge Base KYC Communication Problem Solving

Customer Care Representative

Booksy

Mar 2020 - Jul 2020 (4 months)

Provided customer support via live chat and Zendesk for a leading start-up, focusing on billing and merchant support, and escalating issues as necessary.

Customer Support Zendesk Live Chat Billing Support Problem Solving Communication Escalation Management

Senior Outreach & Retention Ambassador

Majorel

Jan 2020 - Mar 2020 (2 months)

Engaged customers through outreach campaigns for Microsoft, educating them on subscription features and assisting with Office 365 setup, while collecting feedback.

Customer Engagement Microsoft Office 365 Outreach Feedback Communication Problem Solving Education

Senior Technical Support Ambassador

Majorel

Jan 2019 - Dec 2019 (11 months)

Provided technical and billing support for Microsoft Office 365, resolving queries and ensuring high levels of customer satisfaction through effective communication.

Technical Support Microsoft Office 365 Billing Support Customer Satisfaction Troubleshooting Communication Problem Solving

Education

Degrees, certifications, and relevant coursework

KPMG

Certification, Agile Business Analysis

2022 - 2022

Completed the Agile BA Foundation certification, focusing on the principles and processes of AgileBA in project situations, including techniques like MoSCoW prioritization and iterative development.