United States

Product Design

Customer Experience (CX)

Generalist Product Management

Account-based Marketing (ABM)

Customer Success Management

B.S.

Ely Lenik

Director of Customer Success

Earnee

Product analytics

Product strategy

Prototyping

Communication

Collaboration

Problem-solving

Critical-thinking

Organisation skills

Presentation skills

Stakeholder management

Leadership

AI/ML

User research

Sales plan and process

Product roadmap

Salesforce

Trello

Vimeo

WordPress

Airtable

Asana

Figma

Google Data Studio

Hotjar

HubSpot

Jira

Miro

Monday

Adobe Creative Suite

Google Analytics

Zendesk

Workday

Mural

Experienced leader driving Earnee's vision, mission, and strategy. Inspires teams to achieve goals and fosters innovation. Guides mobile app development, incorporating user feedback and market trends. Cultivates strategic partnerships and champions a customer-centric approach. Manages finances and stays ahead of market trends, positioning Earnee as an industry leader.

As Torqata's Senior Director of Customer Success and Support, I led the design and deployment of the "Shop Diagnostic" framework, boosting product adoption and customer value. I managed the development of internal tools, integrated customer feedback into product development, and streamlined the customer journey from onboarding to advocacy. By setting company-wide OKRs, I aligned teams with customer-centric goals. Additionally, I implemented a cutting-edge customer success platform for a seamless 360-degree view of the customer experience and led the establishment of the contact center and ticket management system.

- Started the Customer Success organization and developed runbooks, business processes, metrics and materials from scratch.
- Successfully managed Support, Customer Training and Education and Customer Success Management functions.
- Developed streamlined customer on-boarding, deployment, implementation and integration processes.
- Created and implemented training resources and deployment tools for customer use.
- Developed support materials and user guides for all products in the Vaporstream platform.
- Managed the customer health program by developing KPI’s and usage metrics to measure customer health and integration with the Vaporstream solution.
- Continuously monitor performance/operations metrics to proactively identify issues; work to find the root cause and offer solutions.
- Project manage new functionality and bug resolution utilizing JIRA platform
- Product manage custom deliverables for clients including writing business requirements and ticket stories for the Engineering team.
- Worked closely with the Engineering and Design teams to present the voice of customer program and work to develop key features and enhancements to better the platform. 
- Implemented UserIQ as an analytics platform and implemented training guides and tooltips on products.
- Partner with Sales to establish processes to baseline customer business objectives, establish KPIs, identify methods for tracking KPI, and create feedback for both ongoing ROI conversations and white paper development
- Manage Customer Support organization and attend to customer issues using Freshdesk for ticketing.
- Maintained strong customer relationships with key accounts to develop use case exploration for upsell opportunities. 
- Revamped internal process for the hand-off between the sales and customer success teams.  Speeding up the implementation process and offering better service to our customers.

Senior Public Sector Program and Contracts Manager
•Top level relationship manager for large enterprise and government contracts. 
•Managed $50+ Million in recurring revenue.
•Lead the market development for Public Sector sales including acquiring and renewals for national cooperative contracting groups such as Omnia Partners (formerly National IPA/TCPN/US Communities), E&I, PEPPM, MHEC, TIPS/TAPS and BuyBoard
•Developed sales enablement training surrounding contract “piggybacking” to enable sales opportunities and avoid costly bidding wars. 
•Oversee the completion of RFP’s and RFI’s for State and Local government contract opportunities.
•Managed subcontracting and M/WBE partner programs.

e-Procurement Project Manager
•Project managed the creation and marketing of landing pages and purchasing portals for acquired contracts.
•Provided easy integrations with eProcurement providers such as SAP Ariba, Coupa, Jaggaer, ESM, Unimarket, Vinimaya, Perfect Commerce, SAP, Oracle, etc.
•Managed the creation of Punch-out and Check-out portals for institutions as well as cXML and EDI capabilities.
•Managed the Federal Marketplace portal.

•Creating quotes and bids for potential client purchases and capital projects 
•Meeting with clients and designing complete production solutions 
•Processing purchase orders accurately and quickly to meet high customer demand 
•Logistical management of shipments, product availability and delivery of drop-ship products 
•Customer service follow-up including returns, exchanges, price adjustments and maintaining customer relations 
•Working with the digital sales portals team to resolve customer issues and complaints
•Product specialist for lighting and photo issues and quote related inquiries 
•Senior account manager for NBCUniversal, Fox and HBO

•Qualifying customers and finding appropriate solutions to their needs 
•Finding creative solutions to unique problems that customers bring regarding all elements of
photographic and film production 
•Collaborating with the Gradus Group brand product development team with testing out new products,
writing review reports and critical analysis of the product Creating orders in the Unix database in a quick concise manner to streamline customer service 
•Collaborated with “The Studio” in creating integrated studio lighting packages

Ely Lenik🇺🇸

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