Alexandra Kunzi
Director, Customer Delivery @Auvik
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WORK HISTORY
Director, Customer Delivery @Auvik
Waterloo, ON, CA
Reporting to the COO, I lead the strategy and execution of the Customer Experience Org (Customer Success, Customer Support, Customer Onboarding, Customer Marketing, Customer Ops, and CX Enablement). Key achievements- Supported the team through the growth of the company (+30% YoY)- Grew the team from 38 to 45 employees (+18% YoY)- Reduced monthly churn from ~1% in 2022 to 0.8% in 2023 - Implemented the CS Marketing Function in the team, resulting in the launch of our Customer Newsletter, Customer Interviews, and Adoption Campaigns - Created the CX Enablement role to streamline our cross-functional initiatives and ensure consistency in the processes the team follows - Reduced support Rep on-boarding time by 50% with the launch of a new onboarding program - Achieved 95.5% CSAT and 43 NPS - Supported the team through 2 acquisitions and the launch of a new product
EDUCATION
University of Toronto
SCS - Certification in Project Management, Project Management
Elizabethtown College
International Student - undergratuate program, Marketing and Communication
ICN Graduate Business School
M.Sc. in Business and Management, Organization Management and Information System
ABOUT ALEXANDRA KUNZI
With 15 years of experience in the tech industry, I am a well-rounded Senior Customer Experience Leader. I have expertise in building and scaling Customer Success organizations at growing B2B SaaS startups/scaleups. I thrive in fast-paced environments and enjoy wearing multiple hats. I am always eager to face new challenges and solve new problems. I have a passion for exceeding clients\' expectations and I like to see that my hard work and dedication directly impact the company\'s success. In addition to that, I am an empathetic coach and leader. I truly enjoy helping people around me grow professionally and personally. Seeing my team and coworkers engaged and succeed motivates me every day.
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