Delivering Ericness
About this page
Welcome to Eric's digital space (aka blog)In this page
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I write a various things such as daily log, lesson learn, thoughts
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I archive things interest me
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I engage with people
About Me
Cross-border, Entrepreneur, Product, Service, Growth, Strategy, Community, Invest
Tennis, Golf, Pingpong, Badminton, Bowling
Projects
Current
SaaS Study Group
Consulting
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We help people start Movement, Make product/service and build Momentum
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Service Area
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Product Review
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Early PMF Finding
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Early GTM strategy
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Community Building
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Expert Connect
Past
Sendbird
Sendbird (Sendbird.com) is a B2B SaaS(Software-as-a-service) company. We provide a completely packaged messaging solution from chat API/ SDKs to backend infra and UI samples. SendBird helps clients across a wide range of industries such as e-commerce, mobile gaming, and video streaming services. SendBird is backed by TechStars and Y Combinator for their 14S London and 16S batches respectively.
Product Manager - Self-Service & Dashboard (Jun 2021 - Mar 2023)
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Approach product management from a user’s vantage point and improve the lives of customers
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Define dashboard’s product vision, success metrics, roadmap aligned with company level OKR (Objectives and Key Results) in a data-driven manner
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Ensure product vision is well perceived and agreeable across engineering, analytics, marketing, design and other key stakeholders to make the highest efficiency in collaboration to build a highly satisfying product
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Build self-servable and scalable go-live dashboard experience for users to easily start implementing and successfully launch in production with the minimal human touch
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Ship product features in a timely manner while coordinating with engineering, product marketing and sales teams
Solutions Engineer (Jun 2020 - May 2021)
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Scaling the client onboarding process to small-medium sized clients through an automated, self-serviceable 2-week program (from purchase to product launch) to increase the customer activation rate
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Conducting focus group interviews and analyzing customer onboarding interactions to identify common onboarding barriers hindering product launch to promote CSAT (Customer Satisfaction) and NPS (Net Promoter Score)
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Modeling the post-sales customer technical onboarding and support journey
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Designing the Knowledge Base Production Engine to minimize the knowledge gap between customers and Sendbird through technical onboarding guides and FAQ/Community articles
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Building the first attempt at a developer learning platform (Sendbird Learn) for minimizing touch to launch, time to launch
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Serving as a technical point-of-contact for clients, providing sample implementations and suggesting engineering best practices
Technical Support Engineer (Apr 2019 - Jun 2020)
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Ensured SendBird customers received a world-class technical support experience
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Configured the product/service engagement cycle utilizing ServiceCloud and JIRA connector, enabling SendBird to gain full visibility of the VOC (Voice of Customer), categorize feedback, and generate engagement insights used to iteratively enhance the product and support services
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Defined and owned five key customer support OKRS (First Response Time, SLA Hit Rate, Technical Support CSAT score, Community Q&A Engagement, Redundant Support Ticket Ratio) used to set goals and generate measurable indicators of success
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Maintained both quantitative and qualitative support metrics (e.g. Ticket Count, SLA, Time to Resolution, Contact Rate, First Contact Resolution, Escalation Rate) to ensure consistent, high-quality customer service
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Built Sendbird's first developer community platform (Sendbird Community https://community.sendbird.com/) to boost user education and stickiness, resulting in a reduced number of customer inquiries, lower customer acquisition and activation costs, and decreased Time to Resolution
Genesys
Global Hackathon Seoul
Secretary Kim
Oil Killer
To Be Added