ATN International

Customer Support

• Design and implement a unified customer experience strategy across B2C and B2B channels.
• Map customer journeys and identify friction points to improve satisfaction and reduce churn.
• Monitor, evaluate and report on KPIs (e.g., NPS, CSAT, CES) to track and enhance customer sentiment.
• Lead a proactive Customer Success function focused on onboarding, engagement, and retention.
• Design and execute retention programs tailored to both B2C and B2B customer needs.
• Identify at-risk customers and implement targeted interventions to reduce churn.
• Build success plans for key accounts and scalable engagement models for broader customer segments.
• Establish feedback loops to capture, analyze, and act on customer insights.
• Partner with Product, Sales, and Marketing to advocate for customer needs and influence roadmap decisions.
• Lead initiatives that turn feedback into action, driving continuous improvement.
• Implement tools and systems (e.g., CRM, CX platforms) to streamline customer interactions and reporting.
• Collaborate with support and technical teams to resolve escalations and ensure service excellence.
• Develop playbooks, training, and knowledge bases to empower internal teams and customers alike.

Customer Experience Manager