Ilan Kagan
Customer Success Enthusiast
41 years old
Vancouver (V5L1L2) Canada (British Columbia)
Freelancer
Available
I'm an incurable geek, information junkie, and space cadet.
I have a passion for communication, games, good food, and the Oxford Comma. My strengths lie in articulation, analysis, and adaptability. In that way, I consider myself a triple-A candidate.
I also make a lot of puns.
I have a passion for communication, games, good food, and the Oxford Comma. My strengths lie in articulation, analysis, and adaptability. In that way, I consider myself a triple-A candidate.
I also make a lot of puns.
Customer Success Team Lead
Convertus
Since July 2016
Vancouver
Canada - British Columbia
- Grew the Customer Success function at Convertus from two people and an outlook inbox to a scaled 15-person strong team operating within a fit-to-purpose tech stack, as well as tight, defined SLAs
- Aligned all post-sale Customer Contact work streams (reactive support, onboarding, and account management) into a holistic customer success department
- Duties include: client escalations, staff coaching, mentorship, hiring, and performance management
- Responsible for curating and executing on a robust departmental roadmap
- Created the process and documentation for anybody in the company to pitch a new software or process
Client Loyalty
PayrollHero
February 2016
to July 2016
Vancouver
Canada - British Columbia
- Oversaw rollout of Intercom across all departments of the company, replacing zopim for BD and groove for support
- Developed several new curated reports for c-level executive client personas
- Internal and external data analytics
- Assisted in redesigning the onboarding flow for all new clients
Freelancer
Freelance
Since January 2015
Freelancer
Vancouver
Canada - British Columbia
- Successfully coached clients through negotiations with buying departments for Tractor Supply and Amazon
- Built websites using Wix, Wordpress, and Drupal
- Inbound marketing - blogging, landing pages, and e-mail funnels
- E-commerce management: Ebay, Etsy, Amazon Marketplace, and client-operated stores using Shopify, Wix, etc
Buyer
FactoryDirect a division of Rlogistics LP
July 2013
to December 2014
Full-time
West Vancouver
Canada - British Columbia
- Grew Mobile Phone category 15% (by sales share) year on year
- Recommended purchases of all consumer electronics, toys, and lighting products
- Generated weekly market/competition reports to complement system-generated sales reports
- New vendor identification, negotiation,and management
- Occasional logistics management
Signaleer / 3rd Engineer, Marketing
Tugboat Group
March 2013
to July 2013
Temporary Work
Vancouver
Canada - British Columbia
- Systematized content collection for Social Media & packaging nutrition claims and serving sizes - allowing for easy recall and reference.
- Social Media Management for 3 facebook pages, 3 twitter feeds, 1 pinterest.
- Content Creation / Copywriting / Public Relations
- Logistics Management
- Developed presentations to assist with new client briefings/RFP followups.
Foreign Procurement Specialist
Bag Ladies
August 2010
to November 2012
Full-time
Johannesburg
South Africa
- Within 2 years - imports successfully grown over 400%. From 1 container every 60 days in 2010 to over 3 containers per month by August 2012
- Grew our supplier base from 1 factory in Shenzhen, to 6 independent suppliers across China and Vietnam who also supply the likes of Carrefour, Tescos, and Despar Italia.
- Price negotiations.
- Volume negotiations
- Monitoring shipment status.
- Interpreting sales reports
- Ensuring supplier compliance with international standards.
- Identification of potential new suppliers.
- Ensuring deliveries occur as close to schedule as possible.
- Cost Estimation.
Two year diploma program in Public Relations.
Skills learned included Crisis Management, Event Management, Media Relations, Core Publishing Skills.
Skills learned included Crisis Management, Event Management, Media Relations, Core Publishing Skills.
- Systems and process architecture
- Workflow creation and management
- Customer-first communications
- Retention and Expansion
- Relationship management
- Interviewing & Hiring
- KPI Setting & Management
- Coaching & Mentorship
- Data manipulation & reporting
- External reporting analysis
- Strong Google-Fu
-
Internal Communications
Written and In-Person
-
External Communications
Written and In-Person
- Escalation Management & Crisis Communications
- Negotiation
- Estimation
- Sourcing
- Operational Management
- I have lived on 3 continents in the last decade. Africa, Europe and North America.
- I have an adventurous palate, and enjoy new culinary discoveries from around the world.
- I am a competitive gamer, who participates at a high level in multiple games.
- I understand that the mindset of utilizing available resources to reach an objective is important in all areas of life, and not just in the gaming arena.
- In addition to making me more competitive, gaming reinforces the idea that teamwork and effective communication strategies inside a team can make the difference between success and failure.
