Ninel Mkhitaryan
Customer Experience Manager
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Although you may not notice it at first, I’m an introvert.
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I’m a proud dog mom.
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I’m a maker and an artist at heart. I love making tactile things like pottery and macrame. I also paint, dance, and write.
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I love being outdoors because it grounds me mentally and emotionally.
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I speak High Valyrian (yes, I am a huge fan of ASoIaF)
ABOUT
Experienced Customer Success Manager with over 5 years of experience in CX.
Driving customer success initiatives, enhancing satisfaction scores, and pushing CX teams to operational excellence. Proven track record in creating and optimizing customer journeys, user-facing documentation, and delivering exceptional service across digital and traditional channels.
Adept in CRM systems, team management, and training delivery.
Fluent in four languages with a passion for continuous improvement and cross-functional collaboration.
SKILLS & EXPERTISE
Communication (Eng, Rus, Arm, De)
Tutoring and presentation
Relationship management
Customer support/success
User face research
CSAT, NPS and other surveys
CRM setup & management
TOOLS
Deals, Customer accounts, tickets management
Task, Project, Board management
Knowledge Base management
Ticket, chat management
Board, Roadmap creation
Inbound/Outbound email, chat management
Photo Editing, 3D art
Illustration, 2D art
WORK EXPERIENCE
Onboarding Manager | Native Teams
Feb 2025 – Present
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Managed the complete onboarding process for new clients and EOR (Employer of Record) cases, ensuring accurate, timely, and compliant setup across global markets.
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Scheduled and led intro calls, introducing clients to the onboarding process, gathering key details, and aligning expectations from day one.
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Handled account setup and documentation, including sharing and collecting the EOR form during or immediately after the initial call.
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Prepared tasks for the Client Lifecycle Coordinator (CLC) upon receiving the completed EOR form, ensuring smooth internal handovers.
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Monitored critical onboarding deadlines, especially for country-specific registrations, to avoid delays in client activation.
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Utilized standard onboarding materials, ensuring consistent communication and professionalism throughout the customer experience.
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Managed invoice processes, verifying the accuracy of the first invoice, confirming deposit requirements, and ensuring payment timelines were met before proceeding with registration.
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Tracked salary payments and deposit confirmations for the first three months post-onboarding to guarantee proper payroll processing.
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Introduced the support team and email channel, enabling clients to seamlessly transition to ongoing assistance post-onboarding.
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Updated internal systems, including creating company portfolios in Asana and logging deals in HubSpot’s Expansion pipeline for both new and existing clients.
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Ensured data integrity across platforms like HubSpot and Asana, maintaining visibility into client lifecycle stages and account health.
Customer Experience Manager | Native Teams
Nov 2024 - Feb 2024
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Owned and optimized the full customer journey, from onboarding to long-term engagement, ensuring every touchpoint delivered value and aligned with user expectations.
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Built strong, proactive relationships with clients, conducting regular check-ins to offer insights, support, and tailored guidance - even outside of issue resolution.
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Deeply understood customer goals, challenges, and workflows, enabling the delivery of personalized solutions and strategic support.
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Led seamless onboarding experiences by guiding new customers through setup, conducting training sessions, and providing customized learning resources to ensure early success.
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Acted as the primary point of contact for issue resolution and payroll tracking, responding with empathy, urgency, and collaboration to resolve challenges efficiently and thoroughly.
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Educated customers on Country-specific employment regulations and platform features and product updates, increasing adoption and identifying upsell/cross-sell opportunities based on business needs.
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Advocated internally for the customer voice, sharing feedback and insights with product, engineering, and leadership teams to drive customer-centric improvements.
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Monitored customer health and engagement using tools and metrics like NPS, usage patterns, and retention signals to prevent churn and boost loyalty.
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Designed and improved CX workflows, enhancing internal consistency and delivering a cohesive brand experience.
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Tracked and reported on CX metrics and KPIs, presenting actionable insights and performance updates to stakeholders.
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Committed to continuous learning, actively participating in CS training, workshops, and industry knowledge-sharing to stay ahead of evolving customer expectations.
B2B Customer Success Manager | Native Teams
Mar 2024 - Nov 2024
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Managed and grew relationships with B2B clients across global markets, acting as the main point of contact post-sale and ensuring seamless onboarding and engagement.
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Collaborated with HR, finance, and operational stakeholders on the client side to facilitate smooth adoption of Native Teams’ payroll, EoR, and compliance solutions.
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Led end-to-end onboarding processes, educating clients on platform functionalities, compliance workflows, and country-specific employment features.
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Monitored client satisfaction and account health, proactively addressing concerns and offering strategic guidance to maximize platform value.
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Organized tailored training sessions and check-ins, ensuring HR and finance teams were confident using the platform and equipped for independent success.
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Collected and analyzed client feedback, coordinating with product and engineering teams to improve UX, add features, and address technical issues.
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Supported expansion and upselling efforts, identifying new use cases and presenting additional services aligned with client needs.
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Acted as a strategic liaison between clients and internal departments, ensuring a smooth flow of feedback, updates, and deliverables.
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Reported regularly to leadership on client retention, satisfaction metrics, account risks, and opportunities for product or process optimization.
B2B Client Success Manager | Sentium Consulting
Jul 2023 - Mar 2024
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Served as the primary post-sales point of contact for clients, managing all communication and ensuring satisfaction across the customer lifecycle.
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Built and maintained detailed client profiles to track solution specifics, preferences, and ongoing activities for each account.
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Spearheaded the creation and management of internal documentation for bespoke solutions, streamlining knowledge-sharing across teams.
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Tracked client-reported issues and bugs, working cross-functionally with technical teams to ensure efficient resolutions and timely follow-up.
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Designed, executed, and analyzed client feedback surveys to continuously refine service quality and solution offerings.
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Implemented and optimized customer success journeys, ensuring clients achieved maximum value from tailored solutions.
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Led seamless onboarding processes, introducing clients to solutions, walking them through functionalities, and setting them up for long-term success.
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Organized and delivered client training sessions and workshops, equipping users with the skills and resources needed for confident product use.
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Developed customized training materials and resources for each unique implementation, boosting adoption and reducing support needs.
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Monitored client health metrics and engagement, taking proactive steps to mitigate churn and promote retention.
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Identified upsell and cross-sell opportunities aligned with client goals, contributing to revenue growth and deeper solution integration.
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Acted as a liaison between clients and internal teams, ensuring clear communication, alignment on deliverables, and fast response to evolving needs.
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Presented regular reports to senior leadership, summarizing client feedback, account health, risks, and strategic opportunities.
Customer Support Advocate | ServiceTitan Armenia
Sep 2022 - Mar 2023
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Delivered support to ServiceTitan users via chat, email, and phone, resolving issues related to scheduling, dispatching, invoicing, and other platform functionalities.
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Acted as a product expert, guiding customers through workflows, troubleshooting technical issues, and offering best-practice advice tailored to each business.
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Collaborated closely with Tier 2 and Success teams to escalate and resolve bugs or complex cases efficiently, ensuring minimal disruption for customers.
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Maintained accurate records of customer interactions, using CRM tools to track resolutions and ensure continuity of service.
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Contributed to internal knowledge sharing, supporting team learning
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Participated in onboarding and mentorship of new support team members, promoting team cohesion and knowledge retention.
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Advocated for the customer voice within cross-functional teams, helping shape product decisions with real-time user insights.
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Upheld high CSAT and SLA standards, consistently exceeding expectations in response time, empathy, and solution accuracy.
Aug 2021 - Jul 2022
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Led the Customer Support team, overseeing daily operations, training, and performance management to ensure high-quality assistance across all customer touchpoints.
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Provided strategic support to B2B partners and enterprise clients, assisting with onboarding, integration, payment solutions, and long-term adoption of the platform.
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Managed and optimized customer journeys, drivingsatisfaction, retention, and platform engagement through proactive communication and personalized support.
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Collaborated cross-functionally with Product, Design, and Engineering teams to communicate user feedback, prioritize feature requests, and resolve technical issues efficiently.
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Developed and implemented support workflows and documentation, including internal playbooks and external knowledge base articles, improving support consistency and self-service rates.
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Monitored customer support KPIs and team performance metrics, identifying trends and opportunities for operational improvements.
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Handled escalated issues and complex cases, ensuring swift resolution and maintaining a positive customer experience.
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Built and maintained strong relationships with partners, facilitating ongoing communication, training sessions, and business reviews.
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Played a key role in scaling support infrastructure, aligning tools and processes with the company's growth, and evolving customer needs.
Customer Support Specialist | Ucraft
Nov 2019 - Aug 2021
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Provide top-tier customer support via live chat, email, and ticketing systems to assist users with platform-related inquiries and technical issues.
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Guide users through website creation and customization, offering clear, step-by-step instructions and design tips using Ucraft’s tools.
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Troubleshoot issues related to domains, integrations, billing, templates, and third-party apps to ensure a seamless user experience.
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Maintain deep knowledge of the Ucraft platform, staying updated with new features, changes, and best practices to provide accurate assistance.
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Collaborate with product, design, and development teams, relaying user feedback and reporting bugs or system issues for continuous product improvement.
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Create and maintain help center articles, FAQs, and tutorials, enhancing self-service resources for customers.
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Offer onboarding assistance for new users to ensure smooth setup and satisfaction with Ucraft’s platform.
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Track and report recurring customer issues and suggestions, helping inform roadmap and customer success strategies.
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Manage and escalate critical or complex issues as needed to appropriate internal teams for timely resolution.
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Deliver exceptional customer experience by maintaining a friendly, professional, and solution-oriented communication style.
Onboarding Manager | Native Teams
Customer Sucess Manager | Ucraft
EDUCATION
2020
Individual courses
Graphic design and illustration
2012 – 2016
Yerevan State University
Bachelor's Degree in Art History, Criticism, and Conservation
