Nalpeiron is a B2B Saas company helping developers license their applications.
I’ve worked with Nalpeiron as the Customer Success Manager bridging the gap between the product team and the end-users, identifying customer pain points, prospects’ needs, and trying to make the users happy.
My previous work experience have all involved working with customers, and coordinating between the end-user and the team developing the product.
I fell into customer support as I realised that I really like knowing how end-users were using technology, teaching them how to leverage it, and helping them resolve their problems.
Following up from the series of Ember Interviews, I partnered with a video production company to create a series of video stories of our end-users.
In order to increase engagement around our existing Ember app, I was tasked to procure a series of interviews with our customers.
These interviews were a way to highlight how they were using the apps in their personal & professional lives and help potential users identify to these existing customers.
I’ve worked for Realmac Software between July 2013 and June 2015, my role has encompassed Marketing and Support alike.
On a day-to-day basis, my role is to provide assistance to the customers of our products, it ranges from Social Media support to more in-depth troubleshooting via detailed steps to get back on track. These can also include download links, screenshots, or screen recordings, when needed.
My responsibilities also include working closely with the QA manager to determine the cause of an issue and try to replicate bugs. We then coordinate to bring bugs to the attention of our developers.
My work also includes copywriting and content creation, whether to write a blog post on the companys blog, or to write down support documents, FAQs, and Knowledge Base articles.
During my final year at University, I’ve continued to develop my professional experience by working on several projects with Brilliant Noise, an innovative digital strategy agency based in Brighton, UK.
My two big projects with the agency, have been around Customer Support, Social Media, and Content Curation, on behalf of two big customers: a national movie theater chains, and a big energy provider.
Picturehouses, the popular network of cinemas in the United Kingdom, opened a new movie theatre in the heart of Brighton.
To ensure a successful launch, the client wanted to use user-generated content to share the launch party on social media. My role was focused around curating statuses, tweets, and images being posted in real-time, as the event went on.
I made it to Buzzfeed!
Managing EDF Energy’s social profiles during several PR Crises including a time when Twitter users confused EDF (the French energy company) with the EDL (a far-right movement in the UK)
Red Bull wanted to innovate with an Online-to-Offline activation.
On Blue Monday (the 3rd Monday of January and also most depressing day of the year), we were monitoring social media looking for sad and depressed Twitter users across Paris and sent the team to give them cans of Red Bull to cheer them up, no matter where they were (at home, at work, or in class.)