Business Director / Liiketoimintajohtaja

• May 2022 - Present

Responsibilities: Profit & Loss, resourcing and service offering for Wakaru Training and Oppia.fi Learning Ecosystem. Wave CX/CS Network Sponsor. Member of the Management Team Responsibilities: Profit & Loss, resourcing and service offering for Wakaru Training and Oppia.fi Learning Ecosystem. Wave CX/CS Network Sponsor. Member of the Management Team

Director, Customer Success & Service Management

• Jan 2021 - May 2022

Responsibilities: Customer centric business strategy and operations at Visma Public Oy, Visma Software International Division. Customer experience, customer success incl. support, success plans, customer training and service management. 10 direct reports. Member of the Management Team.Key Achievements: Customer segmentation, KAM strategy, CX KPI measurement and efficient customer overview throughout the whole customer journey. Service management process improvements, several subscription plans increasing ARR. Internal CX Ambassadors program for employees. All time high support NPS > 80. Show less

Director, Customer Success

• Jan 2019 - May 2022

Responsibilities: Customer centric business strategy and operations at Visma Public Oy, Visma Software International Division. Customer experience, support, customer training and service design. 6 direct reports. Member of Management Team.Key Achievements: Organising Customer Success function and processes, implementation of efficient incident management process in SalesForce Service Cloud, launching new customer community on Khoros platform, starting NPS measurements in transactions and onboarding, delivered all time high support NPS from 29-> 68. Show less

Training Manager, Team Lead

• Feb 2014 - Dec 2018

Responsibilities: Training management & team lead, operational development and business lead at Visma Software Oy, Visma SMB Division. Responsibility for training revenue and profitability.Key Achievements: My goal was to create high quality and customer value based training with easy access. I developed an elearning business model followed by several Visma business units and managed to increase ARR remarkably with tools and methods of service design. With my innovation Visma Tutka (Visma Radar) user experience survey Visma got it's first and long waited finalist position in Oracle Markie Awards 2018, Chicago. I also came in 3rd place with Tutka in International CX competition 2018, Amsterdam. Show less

Client Manager

• Sep 2010 - Jan 2014

Responsibilities: Sales and marketing management, CRM, customer/partnership relations. Member of Management Team. Key Achievements: Sales and marketing development and team building, acquiring CRM solution (MS), developing sales processes and coaching sales skills. FIFTH ELEMENT is a software company that makes change happen. We create solutions for interfacing with company stakeholders, bringing new ways of working for employees, partners and customers.We offer electronic tools for changing your way of working, giving the customer, employee and/or partner the centre stage instead of the company itself. We have expertise in browser user interfaces, mobile solutions and location information. Our strengths are rich browser technologies, location information and integration combined with ERP know-how. Our special expertise is in device-independent solutions, smart phones, knowledge of SAP, and open source map technologies. Show less

Sales Team Lead, Training Manager

• Aug 2005 - Sep 2010

Responsibilities: Sales and marketing team leader, business and sales development, marketing development, CRM. Key Achievements: I re-organized our training offering with methods of category management receiving very good feedback from customers and partners. By analyzing and re-organizing our customer segmentation and account management models, my team reached excellent results both in sales revenue and profit. MJK Institute offers diverse, vocational training throughout Finland. MJK offers a wide range of continuing education courses for managers, employees and owners of business who want to excel in their careers and for organizations that want the highest level of employee education. Specific areas of training: •Economics •Sales and marketing •Leadership and management training •Law •Information services •Entrepreneurship Show less

Training Developer

• Dec 2003 - Aug 2005

Responsibilities: Based on my experience for public sector trainings, we established new business area Kunta-Akatemia. Planning and developing training programmes for public and private sector, account management, sales, trainer recruiting and marketing activities. YRITTÄJIEN KOULUTUSKESKUS, nowadays also known as Yritysakatemia provides large scale of training courses mainly for companies and organizations. Small but extremely effective company with long history. Great opportunity to learn more about training business and co-operate with top trainers and experts in economy, finance, law, management training etc. Show less

Training Developer

• Dec 2002 - Dec 2003

Responsibilities: Planning and developing training programmes in co-operation with our team, customer service, marketing activities.HAUS Finnish Institute of Public Management Ltd specialises in training and consultancy both in Finland and abroad. HAUS offers customized development service in fields such as•Management and leadership development•Performance management•Legislation and law-drafting•Human resources management and development•EU strategies and EU training

Training Coordinator

• Oct 2002 - Dec 2002

Salesperson

• Sep 1995 - Oct 2002

I had a great opportunity to work as a salesperson during my university studies.Flexible and supportive employer with _the_ best co-workers. Those years really expanded my sales skills and ability to act different kinds of customer service situations. I still can put together some furnitures quite easily, also ask me anything about teak, hardwood or any other material used in outdoor furnitures :) INDOOR GROUP with its chain concepts is a leading home furniture and interior furnishing retailer in Finland and in its neighbouring areas. The group consists of two well-known and complementary retailing chains Asko and Sotka. Show less