Customer Success Manager

• May 2023 - Present

Customer Success Manager DACH

• Sep 2022 - Mar 2023

• Developing and maintaining the relationship with Enterprise customers throughout the life cycle and ensuring they get the maximum value from iObeya. • Supporting customers globally during their deployment phase, managing transformation projects, and identifying new deployment opportunities. • Developing and maintaining the relationship with Enterprise customers throughout the life cycle and ensuring they get the maximum value from iObeya. • Supporting customers globally during their deployment phase, managing transformation projects, and identifying new deployment opportunities.

Collaboration Coach EMEA

• Aug 2021 - Jul 2022

• Developing and maintaining a strong understanding of assigned Enterprise customer portfolio, creating measurable desired outcomes, and customizing onboarding packages and touchpoints• Partnering with customers by providing the tools they need to meet their collaboration and business goals through building out success planning; as well as training by facilitating engaging and interactive sessions based on their use cases• Utilize Design Thinking, Agile and other creative disciplines to empower MURAL members to effectively run more engaging meetings, planning sessions, and projects• Sharing customer needs and feedback with cross-functional teams (Community, Marketing, Product, Sales) to prioritize an innovative customer experience• Contributing to our shared knowledge base (i.e. creating and maintaining MURAL training sessions, templates, playbooks, etc.) Show less

Team Enablement Specialist

• Feb 2021 - Aug 2021

MURAL is on a mission to inspire and connect imagination workers globally by providing teams the means, the methods, and the freedom to innovate from anywhere.

Support Operations Enablement Coordinator

• Mar 2020 - Feb 2021

• Subject matter expert end-to-end on general Onboarding sessions• Creating and facilitating training sessions• Maintaining and updating internal documentation• Connecting User Operation members to relevant cross-functional all-hands and training• Coordinating, facilitating, and continually improving global User Operations team meetings• Assisting with managing and improving support coverage schedule, including processes for weekend shifts and other rotations, OOO requests, and holiday considerations Show less

User Operations Analyst

• Feb 2019 - Mar 2020

• Responding to a high volume of paying as well as free customers and helping solve any and all issues they may faceSpecialized in:• Writing and maintaining content and messaging for the User Operations team across all Asana offices.• Checking and maintaining the morale of the User Operations team in Dublin; responsible for organising off-sites and team events as well as managing team budget.• Keeping track of positive feedbacks and stories shared by our customer via email and/or social media channels. • Moderating the Asana Community Forum.• Facilitating and scheduling training sessions for new User Ops members. Show less

User Operations Specialist

• Mar 2018 - Feb 2019

• Responding to a high volume of paying as well as free customers and helping solve any and all issues they may face with regards to billing and payment inquiries, bugs and crashes, questions or concerns about the privacy and security of our product, product questions (desktop and mobile platforms), feedback, API inquires as well as social media inquiries.Specialized in: • Keeping track of positive feedbacks and stories shared by our customer via email and/or social media channels. • Responsible for agents queue assignments and coverage to fulfil Asanas set service level agreements.• Assisting to moderate the Asana Community Forum by using backend moderation tools to keep the Forum organized, as well as answering community posts with authority & the highest calibre of Asana knowledge. Show less

Customer Service

• Apr 2016 - Mar 2018

• Acting as POC (Point of Contact/Acting Team Lead) for the UK and German Team, reviewing daily contact drivers, assigning tasks to Agents, creating the daily team schedule, and acting as first point of contact to assist Agents with queries. • Providing exceptional levels of service to German and English speaking customers via phone, email and chat. • Assist all inbound inquiries regarding tickets, ticket transactions, and ticket searches for buyers, seller payments, site and account issues, explaining and researching inquiries as requested. • Develop and maintain knowledge of StubHub operations and their functions in order to direct customers to the appropriate department(s) or work group(s). • Develop and maintain technical knowledge of all internally used systems, such as Slack, Kana, Oracle, Siebel, Stubtex, PQS and Jira to resolve issues quickly and efficiently. • Help identify solutions, not just problems. • Assisting Top Sellers as part of the German Account Manager Team via phone and email. • Proactively reviewing Top Sellers accounts and pulling data to ensure on time payment and ticket shipment. Show less