Jimy Isaac Mason

Manage internal and customer feedback; implement operational improvements to internal processes, automation, and resources; Tier 2 support for internal, billing, and customer teams; support point of contact for enterprise-level accounts; maintain key account relationships; work with key customers and the Product team to refine designs to meet customer requirements; Product UX/UI testing; provide copy review for the product marketing team; ownership of all support resources such as guides, webinars, videos, and in-person training; small to medium customer onboarding including account setup, support, and training.

Manage internal and customer feedback; implement improvements to support processes and automation using ITIL guiding principles; Tier 2 support for internal, billing, and customer teams; support point of contact for enterprise-level accounts; maintain key account relationships; Product UX/UI testing; assist in fault ticket management and prioritization; provide copy review for product marketing; ownership of all support resources such as guides, webinars, videos, and in-person training; ownership of all onboarding for small to medium customers; responsible for communicating new product changes, upcoming feature releases, and fault progress between teams.

Implemented, maintained, and iteratively improved a new CRM (HubSpot) across sales, support, and billing processes, documentation, and automation; managed all billing requirements including invoicing, accounts receivable, troubleshooting, integrations, and deployment of the billing CRM (Chargebee) and later upgrades; managed support resources (guides, webinars, videos, and in-person training); handled all support inquiries across platforms; managed fault logging for all customers; assisted in prioritization of fault tickets; performed all customer onboarding including account setup, support, and training.