I am a Customer Success & Marketing Executive at Layup, a subsidiary of Creative Software, and my primary responsibility is to ensure customer satisfaction with our eLearning platform. Additionally, I am an integral part of our marketing team, which focuses on creating brand awareness and generating leads.
My academic background includes the successful completion of an MBA program at ANC, affiliated with the University of West London, and a bachelor's degree in Business Information Systems from the Informatics Institute of Technology (IIT), affiliated with the University of Westminster, UK. During my academic years, I received recognition for my final year project on a sports reservation application, which was accepted for an IEEE conference. I have also served as the assistant sports director for the Student’s Union and actively contributed to the Rotaract Club of IIT. My journey in education began at S. Thomas' College, Mount Lavinia, where I also excelled in sports and extracurricular activities.
Experience
Layup
Jan 2021 – Present
Sri Lanka
Senior Executive - Customer Success & Digital Marketing
• Maintain professional relationships and communicate effectively with the customers to ensure a positive customer experience.
• Provide immediate assistance and ensure that solutions meet the needs and requirements of the business.
• Engage in the development process and all related tasks to ensure the requirements are accurately understood, analyzed, communicated and developed.
• Assist in bridging the communication gap between customers and the development team in order to solve problems.
• Conduct training sessions and develop interactive product walkthroughs for customers to learn how to effectively utilize the platform
• Analyze the customer platforms on a regular basis and offer recommendations as to how they can improve engagement.
• Develop and offer marketing materials that the customers can use to increase engagement.
• Ensure that the customer expectations and goals are fully met by customizing instances based on customer requirements.
• Collaborate with the Innovation team to understand how to improve the product with new features and to provide customers with a better user experience.
• Stay up-to-date with the latest IT advancements to automate processes and improve the product.
• Manage all social media platforms including LinkedIn, Facebook, Instagram, and TikTok.
• Developed successful customer engagement strategies to obtain case studies and testimonials, contributing to impactful marketing collateral as part of the marketing team.
