Steve Petrus

VOICE OF CUSTOMER (+40k CUSTOMERS): - Collect & Build Voice of Customer dashboard for executive summary (PowerPoint & SFDC.com) - Centralize cross functional customers feedbacks/VOC. (Excel – Pivot table) - Analyzing Voice Of Customer, turning them into valuable insights - Research actionable item across departments to solve customer pains & contact drivers - Drive brainstorming based on Internal Design Thinking process (D4D & CDI) - Strongly contribute in major Project within Customer Success MANAGING DEFECT ESCALATIONS (L3): - Escalation point for all QuickBooks Online and Accountant product related issues for onshore/offshore expert team - Provide ongoing Training & Coaching to senior experts (L2) onshore/offshore in order to ensure a best in class escalation quality. - Drive project to accelerate time to resolution: reducing time from customer call to product defect’s resolution by the PD Team. - Liaising and collaborating with product managers and engineers to ensure best resolution in a timely manner (JIRA) PSD2 Regulation & OPEN BANKING: - Crafting the escalation path (from customer call to third party provider) - Build a dashboard to gain visibility on the project impact - Report & Simulation of different scenarios in order to size the impact of executive decisions (Excel) - Popularization of PSD2 regulation for internal Awareness - Test the new open banking path with customers to ensure a smooth customer experience during the migration

DELIGHT OUR CUSTOMERS (L1/L2) : • Provide exceptional customer service at all times while responding to support tickets, phone calls, and live chats • Ensure long-term customer success from the beginning of their trial period and forward through product Onboarding and support • Follow through with our customers’ requests, feedback and questions • Recognize happy customers and help inspire brand advocates to secure testimonials, product reviews and case studies • Track down and get to the root of any issues that arise for our customers using analytical techniques (UDAS, IDEAL, troubleshooting Model) • Build trust with Accountant and Bookkeeping partners and encourage them to refer their clients (B2B) • Build trust with Small and Medium Businesses and advise them on how to use de product in the best way. Award: - Employee of the quarter: Best Representative in Paris office - Customer whisperer - Rated as high performer: Achieved 89+ TNPS (initial target 50) DELIGHT MY CUSTOMER SUCCESS TEAM: • Keep the entire team well informed on customer needs and desires • Manage various customer success projects to increase team efficiency and continually improve processes