Summary
Overview
Work History
Education
Skills
Websites
Languages
Personal Information
Timeline
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Milica Cuckovic

Krakow

Summary

Experienced Customer Success Manager with a proven track record in customer support and team management. Adept at improving productivity, enhancing customer satisfaction, and incorporating customer feedback to refine products and services. Strong leadership and problem-solving skills with a customer-centric mindset. Fluent in English and proficient in Polish (B1/B2 level).

Overview

9
9
years of professional experience

Work History

Senior Delivery Manager

Codete
01.2021 - Current
  • Led and mentored a high-performing customer care team, fostering a positive and collaborative team environment
  • Conducted regular performance reviews and provided constructive feedback
  • Ensured the delivery of exceptional customer service across all channels (phone, email, chat)
  • Monitored and managed customer care metrics, including response times and customer satisfaction scores
  • Developed and delivered training programs for the support team to enhance their skills.

Account Manager

Netguru
01.2020 - 01.2021
  • Supported client businesses by identifying needs and refining service strategies
  • Led numerous accounts, achieving a 50%+ quarterly upsell rate and generating $200K-$300K additional revenue per project
  • Bridged business requirements among management, delivery teams, and stakeholders, ensuring optimal client satisfaction
  • Managed and optimized customer support tools and systems.

Customer Success & Implementation Manager

Synerise
01.2019 - 01.2020
  • Streamlined client onboarding processes and developed advanced integration architectures
  • Provided actionable analytics tailored to client goals, driving continuous optimization
  • Spearheaded the development of RTB in a Product Owner capacity, fostering strong business relations
  • Defined customer support strategy in cooperation with the Customer Experience team and Head of Support.

Account Manager

Codewise
01.2017 - 01.2019
  • Amplified growth of existing accounts while capturing new business opportunities
  • Surpassed annual and quarterly revenue goals, optimizing account performance
  • Directed brands to potential clients through strategic marketing channels
  • Defined customer support strategy in cooperation with the Customer Experience team and Head of Support.

Group Account Manager

Freshmail
01.2016 - 01.2017
  • Delivered exemplary online client support across multiple channels
  • Advised clients on optimal campaign strategies and ensured high satisfaction
  • Led an international support team, enhancing campaign infrastructure and compliance measures.

Education

Bachelor's Degree - English Language and Literature

University of Banja Luka

Skills

  • Customer Support Management
  • Team Leadership and Mentoring
  • Customer Satisfaction Enhancement
  • Process Improvement
  • Data Analysis and Reporting
  • Stakeholder Management
  • Cross-Functional Collaboration
  • Training and mentoring
  • Requirements Gathering
  • Team Supervision
  • Cost Estimation
  • Service Level Agreements
  • Customer Service

Websites

Languages

English
Fluent (C1)
Polish
Proficient (B1/B2)
Serbian/Croatian
Native

Personal Information

Title: Customer Success Manager

Timeline

Senior Delivery Manager

Codete
01.2021 - Current

Account Manager

Netguru
01.2020 - 01.2021

Customer Success & Implementation Manager

Synerise
01.2019 - 01.2020

Account Manager

Codewise
01.2017 - 01.2019

Group Account Manager

Freshmail
01.2016 - 01.2017

Bachelor's Degree - English Language and Literature

University of Banja Luka

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Milica Cuckovic