Ilan Kagan
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Director, Founder Success
Powell River, British Columbia, Canada
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Director, Founder SuccessClearcoMay 2025 - Current (1 year 6 months)- Director of Customer Sustaining and Operational SupportReadymodeOct 2024 - May 2025 (8 months)
- Director of Customer Success & Technical SupportReadymodeOct 2023 - Oct 2024 (1 year 1 month)
- Director, Support (interim)ReadymodeSep 2021 - Apr 2022 (8 months)
- Director of Customer SuccessReadymodeJul 2019 - Oct 2023 (4 years 4 months)
- Customer Success Team LeadConvertusFeb 2018 - Jul 2019 (1 year 6 months)Between November 2017 and Feb 2018 we facilitated a merger of onboarding, account management and reactive support functions into a single Customer Success team - during a period of record sales growth. In the first 3 months, we doubled our ability to proactively reach out to dealers. Helped coach multiple teams to achieve a 90%+ SLA adherence on tight response and resolution times. Working to scope realistic desired outcomes for our dealer partners and establish key CS metrics around engagement and value delivery. Visa mindre
- Client Care Team LeadConvertusApr 2017 - Jan 2018 (10 months)I lead a small team of account managers and technical staff to help ensure that we deliver value to our clients. Actively iterate process and workflows to ensure client requests are handled as efficiently as possible - while maintaining the personal touch of a smaller agency. Implemented SLAs for request response and turnaround times. Team-member development, mentorship and coaching.
- Client Care SpecialistConvertusJul 2016 - Apr 2017 (10 months)Account management for a portfolio of auto dealers across North America Implemented a ticketing system and built automations to help ensure client requests couldn't fall through the cracks. Duties included: ●Technical support for Convertus solutions ●Monthly performance reporting & account strategy with dealerships ●Client advocacy in solutions development - helping ensure our solutions address all of our clients' pain points.
- Loyalty DepartmentPayrollHerophFeb 2016 - Jul 2016 (6 months)Helping to build a people analytics department that provides high-value, insightful reports to C-level executives. Data analysis and reporting across all areas of our clients' operations. Our new flagship report examines the relationship between employee happiness, tardiness, performance and compensation - with the ability to track additional variables based on the needs of your business.
- FBuyerFactorydirectcaJul 2013 - Dec 2014 (1 year 6 months)Purchasing/category management for Cell Phones, Cell Phone accessories and other closeout/liquidation electronics.
- 3rd Engineer, MarketingTugboat GroupMar 2013 - Jun 2013 (4 months)Systematized the collection of data for making nutritional claims on produce packaging. Social media management for Windset Farms. Helped concept, create and execute materials for TV shoots, website recipe updates and Trade Shows.
- BForeign Procurement SpecialistBag LadiesAug 2010 - Nov 2012 (2 years 4 months)Bag Ladies is a company focusing on the importing and distribution of high-quality, environmentally friendly promotional and retail bags.
- oStaff WriteroKagans Brand AidJul 2009 - Sep 2010 (1 year 3 months)I handled all internal and external documentation requirements. I wrote promo articles and media releases - as well as a style guide for outward facing communications.
- Freelance Public Relations ConsultantSelfemployedJan 2007 - May 2010 (3 years 5 months)I worked for myself, doing PR-related writing for small companies who didn't have the budget to retain a full-time staff member and didn't want the formal requirements of working with an agency.
- Helping Ecommerce Founders Grow | Founder SuccessClearco