Nicholas O'Brien

Adjust is a mobile measurement platform (app marketing analytics) and I worked within the specific scope of the Fraud Prevention product. This role was inclusive of coaching, content creation, relationship management, product improvement, sales, analytics and specialized in onboarding and training.

• Analyzed client usage results and introduced an outreach program which increased monthly active users by 25%.
• Developed and maintained relationships with existing and prospective clients.
• Educated clients through educational trial onboarding and offboarding calls.
• Focused on optimizing client experience and onboarding process through online modules which saved an average of 5 hours training time per client.
• Assisted sales team in reducing client churn and upselling through product expertise.
• Planned, created and delivered both internal and external education sessions including the creation of e-learning modules.

Procore is a cloud-based construction management platform. In this role I managed a cross-continental team of 12 representatives and maintained a team average CSAT of over 94%.

• Worked within Customer Success Leadership team for APAC.
• Monitored CSAT/NPS results and set goals with representatives.
• Officiated hiring and training for new representatives/facilitated ongoing training for existing representatives.
• Provided technical coaching and support to local and remote office locations.
• Helped to transition into a new contact platform (Salesforce) and created supporting documentation.
• Performed consistent quality control and trained in soft skills accordingly.
• Acted as escalation point for live chats, emails and phone calls.
• Worked to develop cross departmental cooperation.