Eugene Fernandes
Head of Client Success @Podscribe
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WORK HISTORY
Head of Client Success @Podscribe
Scaled our client success team from one person to six by interviewing, onboarding, and training new hires. Was the go-to person in the company for onboarding, including for those from other teams like Marketing, Partnerships and Engineering.Designed and produced the first industry course on podcast tracking and media buying, now studied by all new team members and used by at least five other companies in podcast advertising in their onboarding process. Architected and built multiple internal automation tools using Python, SQL, REST APIs, Google Apps Script, and AWS. One was a Slack AI ticketing bot (Jarvis) that cut bug ticket creation time by 50–95%, another was a Chrome extension (LinkGun) that made linking to guides 2–3x faster, and others were Gmail add-ons that sped up investigations.Contributed product ideas prolifically to our #innovation channel, the majority of which were implemented in production. Interviewed hundreds of users and linked their knowledge gaps to issues in our onboarding process and UI design.”Collected, analyzed and cleaned CS ticket statistics to inform client success and product roadmaps. Onboarded clients and introduced them to a technical dashboard through calls, emails, messages, and educational video responses. Wrote technical documentation and help guides.Investigated data integrity issues using SQL (ClickHouse), debugged attribution pipelines with datasets of 10M+ rows.Created and QA’d bug tickets.
EDUCATION
The University of British Columbia
Bachelor of Arts - BA, PPE: Philosophy, Political Science, and Economics
Sciences Po
Political Economy
ABOUT EUGENE FERNANDES
I\'ve worked at many early-stage startups doing marketing, sales, customer support, and…
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