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
Company website
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.
Detailed Description
- 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
- Optimizing orders to best fit logistical constraints (ensuring that containers are full, minimizing loads brought in via LCL, etc.)
- Preparing spreadsheets for cost estimation, ensuring accurate forecasting of exchange rates and anticipation of shipping costs.
Company Description
Bag Ladies is a company focusing on the importing and distribution of high-quality, environmentally friendly promotional and retail bags.
