Portfolio
Introduction
As a seasoned Senior Customer Success Manager, I bring a wealth of experience and a proven track record of success in optimizing client satisfaction, driving engagement, and fostering long-term relationships. With a passion for delivering exceptional results, I have consistently leveraged my skills and expertise to create thriving CS environments, maximize product engagement, and establish CS as a pivotal force within organizations.
15+ years in the service industry
Professional Achievements
Customer Success Transformation: Led the transformation of the customer success function, adapting it to meet the evolving needs of clients in the current market. Implemented streamlined onboarding strategies, resulting in a remarkable 84% reduction in onboarding time for new clients. Developed and executed customer onboarding optimisation plans, ensuring a seamless and efficient experience.
Strategic Client Partnership: Cultivated enduring and strategic partnerships with clients, driving minimal client churn and maintaining exceptional satisfaction and loyalty rates. Leveraged advanced communication skills to address client needs, resolve issues, and provide proactive support in an ever-changing business landscape.
Product Adoption and Engagement: Devised and executed tailored customer success strategies and initiatives to maximise product adoption and engagement. Collaborated cross-functionally to align product offerings with evolving customer expectations, resulting in increased adoption and sustained product usage.
Not bragging but...
More achievements
Thought Leadership in Customer Success: Established customer success as a key driver within organizations, elevating its significance across multiple teams and departments. Collaborated actively with sales, marketing, and product teams to align efforts and drive overall business growth, leveraging extensive industry experience and insights.
Knowledge Management and Empowerment: Pioneered the establishment of AhoyConnect's comprehensive knowledge base, providing valuable resources for clients. Developed and maintained a user-friendly repository of information, empowering customers to access self-service support and maximize their experience.
Community Engagement and Collaboration: Demonstrated exceptional expertise in building and managing thriving communities on platforms like Discord and Slack. Scaled customer education initiatives and fostered a culture of feedback, driving collaboration and continuous product improvement efforts.
The Base
Education and certifications
University of Vienna: Bachelor of Business Administration - Marketing (2.2).
The Lean Six Sigma Company: Qualification in Lean Management, Six Sigma Green Belt.
Kaizen methodology: 3 years experience at Qonto.com
Additional Courses and Qualifications:
Team Management: Zötler Academy, Germany.
Customer Success Management: Aspireship, United States.
Excel Advanced Course: Windows Training Centre, Gibraltar.
CRM Management: iGaming Academy, Malta.
Affiliate Management: iGaming Academy, Malta.
Hobbies and interests
Ultramarathon, Mountain Running, Cycling, and CrossFit.
Self-improvement books, meditation, and conscious living
Outdoor activities such as camping, hiking, climbing and diving.
Passion for music, both as a listener and producer.
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About me
Conclusion
With a strong passion for customer success and a proven ability to drive results, I am a dedicated Senior Customer Success Manager capable of optimizing client satisfaction, fostering engagement, and establishing CS as a driving force within organizations. Through my experience, leadership skills, and technical expertise, I consistently deliver exceptional outcomes, contributing to the overall success of businesses and ensuring long-term customer loyalty.