Mert Özeren
Role, work history, education, and areas of Mert Özeren, customer success specialist at Next Yazılım Teknoloji Anonim Şirketi.
Mert Özeren is a customer success specialist at Next Yazılım Teknoloji Anonim Şirketi. He works from Ankara and has run the customer side of SaaS products since 2020.
He works with customers across different regions and sectors. He is usually the person translating between the technical side of the work and the problem a user is describing.
Role
Customer experience, support, and retention are his responsibility. Every incoming request comes down to two questions: what is the user trying to do, and why is the product making it hard. The answer to the second one goes to the engineering side.
His role covers three areas:
- Handling support requests and tracking them through to resolution
- Collecting and ranking the feedback that reaches the product team
- Running retention and renewal conversations
Work History
He ran customer relationships at forms.app for three years, and worked as a support engineer at PEAKUP.
Education
Certifications
- Customer Service Leadership (LinkedIn)
- Creating a Positive Customer Experience (LinkedIn)
Areas
Customer experience, customer support, customer success, SaaS sales, and technical support.
Links
- The rest of the team: Team
- How support works: Making Customers Happy