- Google Suite
Joe Chen
Customer Success Manager
Decatur,GA
Summary
Resourceful CSM with 4 years experience in customer success roles, including documented strengths in building and nurturing warm relationships with diverse range of customers and internal stakeholders in high-growth settings. Bringing strong DeFi, crypto, NFT expertise and intellectual curiosity.
Overview
4
4
years of post-secondary education
6
6
years of professional experience
Work History
Customer Success Manager
Customer.io
Fully Remote, Async Global Role
09.2021 - Current
- Managed book of 52 customers worth $1.05 Million ARR, resolved complex customer relation issues through Helpscout ticketing system
- Negotiated renewal contracts & 108% NRR highlights ability to identify and eliminate churn risks
- Supported sales requests by providing product insights that helped secure high-value customers and brands
- Conducted training and mentored team members to promote productivity and commitment to world class service
Freelance Content Writer
Self-employed
Fully Remote, Async Global Role
02.2020 - Current
- Wrote 200+ articles for various clients on topics such as local/state politics, brand & web design, blockchain technology, NFTs
- Established expertise through owning UD & ENS NFT domains & trading on layer 2 in order to explain complex technology to readers in clear & simple terms
- Proactively reached out to politicians, web designers, blockchain & NFT experts to conduct interviews and stay up to date on industries
Product Support Specialist
Wix
Fully Remote, Async Global Role
04.2021 - 09.2021
- Responded to 100s of technical user tickets related to Wix Facebook Ads product, and maintained less than 24-hour SLA with 98% CSAT score
- Cut product's support volume by 35% by managing multiple projects that helped internal stakeholders improve user experience
Customer Care Expert
Wix
Fully Remote, Synchronous Role
08.2020 - 04.2021
- Created raving Wix fans by providing world class customer care to over 687 Wix customers, receiving 99% CSAT score and 42 surveys
- Mentored 16 experts in 1 on 1 sessions by monitoring their live calls and providing feedback, and trained 35 new experts
Resident Advisor
Emory University
Atlanta, Georgia
08.2018 - 05.2020
- Strategized to improve resident care and satisfaction and held weekly meetings with directors to advocate for resident needs.
- Developed high EQ by resolving several roommate conflicts and floor issues using conflict management skills acquired from over 240 hours of training in working with Emory's diverse student body
- Managed 2 Sophomore Advisors by being responsible for their well-being, keeping them updated on Residence Life, delegating tasks, and providing resources
Education
Bachelor of Science -
Emory University
Atlanta, GA 08.2016 - 05.2020
Skills
- Cross-team player
Software
- Slack
- Trello
- Vitally
- GitHub
- Zoom
- Helpscout
Timeline
Customer Success Manager
Customer.io
09.2021 - Current
Product Support Specialist
Wix
04.2021 - 09.2021
Customer Care Expert
Wix
08.2020 - 04.2021
Freelance Content Writer
Self-employed
02.2020 - Current
Resident Advisor
Emory University
08.2018 - 05.2020
Bachelor of Science -
Emory University
08.2016 - 05.2020
Hobbies
- Curious & eager to learn, developing my interests in web3, writing, dancing, singing, roller skating, piano
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