Marina Werner
VP of Customer Success, Driving‑Tests.org
Leads the customer success team, manages corporate accounts, and turns user needs into product improvements across our multi‑brand EdTech platform.
Contact MarinaLeads the customer success team, manages corporate accounts, and turns user needs into product improvements across our multi‑brand EdTech platform.
Contact MarinaMarina drives customer satisfaction and retention by delivering fast, empathetic resolutions - and by championing learner and enterprise needs to product, design, and engineering.
How Marina works
Intercom rules route conversations by priority and topic. Urgent access and billing issues jump the queue; spam and dupes are filtered out.
Use templates/macros for one‑and‑done resolutions whenever possible. When needed, escalate with full context so engineering or product can act quickly.
Before final answers, verify against official and internal sources (ELDT/TPR guidance, DMV handbooks, account logs, and policy docs) to prevent contradictions.
Tag conversations, capture root‑cause codes, and update macros/Help Center articles. Flag recurring themes on Slack and in weekly meetings.
Track metrics. Run reviews and coaching sessions; adjust templates/macros accordingly.
Instituted weekly team discussions where top issues and user friction feed directly into the roadmap.
Refreshed refund/access policies and Help Center articles to reduce confusion and repeat contacts.
Built transparent templates for most common issues.
Intercom • Stripe • Memberful • Internal admin platform • FMCSA TPR (for ELDT checks) • Shared docs/playbook suite