Head of Customer Success

• Feb 2021 - Present

- Strategic CS leadership with a focus on NRR: Building and executing a growth strategy by increasing MRR through account expansion and lowering churn rate- Improving NPS and building health scores- Supervising employees of the customer success team, supporting and coaching them in their daily work and personal development- Working as a member of the company’s extended leadership team - Developing company vision and strategy, representing CS in company QBRs

Partner

• May 2020 - Present

Customer Success Lead

• Jan 2020 - Present

- Leading customer success operations- Key account management

Customer Support Team Lead

• Feb 2019 - Present

- Managing and leading a team of customer support agents, and supporting agents internally in their work- Administrating the support platform- Developing internal practices inside the customer support team- Developing the overall customer support process- Following and analyzing customer satisfaction in support through feedback and ratings

Customer Success Specialist

• Dec 2018 - Present

- Customer success development- Product trainings- Account management- Customer Support- Service design & customer journey mapping- Bug tracking with JIRA- Taking part in software development with a customer success-focused approach

Customer Success Manager

• Mar 2018 - Nov 2018

Specialities: customer onboarding, SaaS, teacher trainings, account management, international sales My work at TeacherGaming was a lot about communicating with customers, improving customer satisfaction and tracking lead generation. I arranged and ran demos of the product on a daily basis and collected user behavior data, new feature requests and customer feedback from different tracking systems, platforms and analytical tools (Mixpanel, Fullstory, Intercom). I then delivered the data to the team of developers whom I worked closely with to improve the product. I also often worked with the communications team to create marketing actions, such as e-mail campaigns: an important part of the customer nurture process was to provide relevant information to customers about the product and training options. These actions ended up bringing a major increase in our users' engagement with our software product. A big part of the customer success strategy was the technical training and support in order to help customers utilize the product to its full extent - for which I created TeacherGaming's process of customer onboarding. Eventually it was carried not only to existing customers, but also to potential leads, which often led to closing deals after they had tested the product - also often closed by me. This resulted me being in charge of setting up all of the test periods with the service, from individual teacher trials to district-wide school pilots. I ended up managing tens, sometimes even over hundreds of leads simultaneously in addition to all my other responsibilities in the company. I also actively developed, planned and implemented the sales funnel and marketing processes around the user engagement data along with the company’s Chief Business Officer and rest of the sales team. Our mission together was to constantly develop and grow TeacherGaming Desk in order to enable teachers to get the most out of teaching with games. Show less

Co-founder & team entrepreneur

• Oct 2015 - Sep 2018

In August of 2015, I met 14 strangers: Kajsa, Anna, Jenna, Emmi, Riku, Jussi, Alisa, Mikko, Eetu, Milla, Katarina, Laura, Martin and Etta. Just a few weeks later, we established a business together. We became so called ’team entrepreneurs’, running our very first own business, Ote Ratkaisut Osk (co-op). The idea of establishing a business together was initiated by the entrepreneurship unit of Proakatemia (Tampere University of Applied Sciences), where students learn by doing. Because simply put - the best way to learn entrepreneurship is to do it. We were passionate about implementing our own ideas and developing creative solutions for our customers. We focused on providing solutions widely in the field of media and digital marketing: videos, graphics, photo shoots, analytics, social media advertising. You named it, we got it. We also expertised in sales, promotion and event production. When finalizing our bachelor’s degrees, it was time to think what the future for Ote Ratkaisut was. With a team of talented individuals with various skills, we soon started to dream of establishing our own companies, in our own areas of interest and expertise. We decided it was the end for this specific era, and so Ote Ratkaisut was put down in the spring of 2018, in order to make room for individual career development. Running Ote was a hands down one of the best experiences of my life. Those 14 strangers back then became a team, a certain kind of family to me, that I could rely on whatever the situation was. Whether it was a personal issue, or a struggle inside the company, we supported each other throughout the journey. Together we worked hard and that resulted in many incredible achievements on a company level as well as individually, such as breaking the revenue record among all established Proakatemia businesses. I wouldn’t change the experience for anything. To see what I worked on during my time as a team entrepreneur, scroll down to the projects-section of my profile! Show less

Assistant Tour Coordinator & Team Leader

• Aug 2017 - Mar 2018

At Council for Creative Education my duties included hosting international customers and handling urgent tasks during CCE's Finland Education Tours. The tours consisted mostly of lectures and workshops related to the Finnish education system, as well as school visits to the local elementaries, kindergartens, middle and high schools, and universities in Tampere and Helsinki area. As a team leader I was often in charge of managing the logistics and keeping up with the schedule when moving from one event venue to another - usually with a group of over 25 international participants. The customers on these tours were usually professionals working in education from all over the world. Majority of them came from India, United States and Australia. During my work I also arranged several visits to the entrepreneurship education unit of Tampere University of Applied Sciences as a part of the school visit program. This work experience taught me a lot about working with different cultures, as much more needs to be taken into consideration when setting up the activities for an international audience. Sometimes fast thinking was very much needed when something unexpected came up. Those experiences developed my problem solving skills tremendously. The best part of my work was when we managed to absolutely nail it with our event activities; the joy on the customers' face and the gratitude they expressed to us was something that really made all the hard work pay off. Show less

Head of International Relations at Proakatemia

• May 2016 - May 2017

I started as the head of international relations and head of the international team in Proakatemia in spring 2016, and I continued my work until the end of spring 2017. Having received this big responsibility, I learned a lot of leadership skills along with gaining expertise in the field of international operations, such as how to nurture international customer relationships and partnerships. The aim and theme for the year was to succeed with exporting entrepreneurship education and make Proakatemia globally more known. The results were historical: we became the first international team ever to travel across the seas, gaining more international connections in South America, Brazil. What comes to my leadership journey, I can say it was a one of a kind experience. For a year I led a team of eight team entrepreneurs and learned a lot about myself. The feedback I got from my team members was very good overall; I was described as a natural, confident and reliable leader, who has a very determined, yet extremely emphatic approach when it comes to leading others. The international team leader's responsibilities are - Recruiting, training and leading the team. - Managing the meetings with the team. - Managing the incoming visitors at Proakatemia and designing up to 3-day programmes for them around entrepreneurship education and team learning. - Handling the internal relations between Proakatemia and Tampere University of Applied Sciences (Tampere University of Applied Sciences Global Education). - Managing all international relations of Proakatemia. The international team of Proakatemia responsibilities are - Hosting international guests who are visiting Proakatemia. - Designing short-time visits. - Exporting the team learning methods and entrepreneurship study model abroad. - Travelling abroad in order to network with global partners and professionals of education. Show less

Retail Salesperson / Cashier

• Jun 2015 - Oct 2016

On the side of my bachelor's degree studies I was working as a part-time retail salesperson in Pirkanmaan Osuuskauppa. My job consisted working as a cashier, as well as shelving the groceries. I was doing shifts in a few different stores of POK: Prismas, Sales and S-markets, and also in Sokos from time to time. I enjoyed my work a lot as it gave me the pleasure of working with many different people and helping customers. Retail industry at the time was something I was very interested in and I think my job in POK gave me great and valuable experience in the field. Face to face selling is a lot harder these days and dealing with one's property caused sometimes quite challenging customer situations. These kind of situations developed my problem-solving skills enormously. Show less