Juliane A
Customer-focused SaaS professional with 6+ years of experience
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About
Customer-focused SaaS professional with 6+ years of experience across product support, customer onboarding, product education, technical troubleshooting, customer insight, and team enablement. Experienced in helping customers understand and adopt software, translating complex product issues into clear guidance, and partnering with Product, Technical Support, Engineering, and leadership teams to improve the customer experience. Brings a practical combination of communication, analysis, product knowledge, and cross-functional collaboration.
Experience
Senior Product Support Specialist - ABC TRAINERIZE - Vancouver, BC
(2021-10)
- Support coaches, trainers, and premium Studio customers across onboarding, platform setup, product education, troubleshooting, and complex escalations.
- Provide technical guidance on API and integration questions, translating requirements and constraints into clear customer and internal next steps.
- Analyze customer feedback, NPS or CSAT themes, and recurring support patterns to identify customer friction and communicate improvement opportunities to Product and Technical teams.
- Create support guidance, troubleshooting resources, huddle notes, and training content that translate product changes, incidents, policies, and escalation decisions into actionable team enablement.
- Partner with Product, Technical Support, Engineering, and leadership on defect reproduction, feature feedback, incident communications, AI product discussions, and customer experience improvements.
- Coach peers and new Product Studio specialists on complex workflows, premium customer scenarios, escalation procedures, and product knowledge.
Coach and Customer Success Experience - ABC TRAINERIZE - Vancouver, BC
(2020-04 - 2021-10)
- Provided trial support and customer guidance, helping prospective customers understand product capabilities and next steps.
- Led customer onboarding and recurring live education sessions, helping customers set up the platform and apply key workflows.
- Acted as a customer advocate by escalating product issues, defects, and feature requests with relevant context for internal teams.
- Supported advanced customer questions and created practical training materials and user guidance.
Digital Operations - Snipp Interactive - Vancouver, BC
(2018-02 - 2019-08)
- Organized and modeled operational data, prepared reports, and supported stakeholder decisions through clear performance insights.
- Supported project coordination and marketing operations using Jira, Salesforce, Google Analytics, and Snipp Insights.
- Produced campaign and project performance reports that informed optimization and operational planning.
Marketing Assistant - Empório Das Vitaminas - Bauru, Brazil
(2011 - 2013)
Event Planner - Gesto em Ação - São Paulo, Brazil
(2011 - 2013)
Athlete - Integra Medica - São Paulo, Brazil
(2013 - 2017)
Education
Certificate - Marketing Management - Entrepreneurship - BCIT (2018 - 2019)
Diploma - International Business Management Co-op - Greystone College (2017 - 2018)
Specialization - Digital Marketing - Universidade do Sagrado Coração (2015 - 2016)
Bachelor's - Communications - Publicity and Advertising - Universidade do Sagrado Coração (2010 - 2013)
