Member Admin (Internal Use)
The Customer Success team at Ladders is a hardworking group who is in constant contact with Ladders members, ensuring job seekers are having success on site. The Customer Success team handles requests from members to upgrade their account, turn off automatic payments, troubleshoot a search, among others.
Recently, a new payment system was implemented for auto-billing and an old admin system handling account activity was phased out. I was tasked with designing a tool to replace the old admin system and integrating it with the new payment system.
I worked closely with the Customer Success team to understand how they used the old admin tool to decide what functionality needed to be included in this new internal tool. I even spent a day working alongside them, interacting with job-seekers myself to understand what the team deals with daily and how my new tool would be integrated in their duties.
This new admin tool allows the Customer Success team to handle actions that the old admin tool could, such as allowing the Ladders employee to impersonate the job-seeker's account to troubleshoot a search. New actions were also added, including the ability to downgrade membership resulting in a change from premium to basic member, email unsubscribe, and auto-renew turned off.
This new tool allows the Customer Success team to work more efficiently, allowing for more actions to be taken without having to impersonate the account, and a greater level of detail in to account activity for faster response rates and greater success troubleshooting.