Marco Leidl
Vice President Customer Success, Go-To-Market at fiskaltrust- Claim this Profile
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Bio
Credentials
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ITIL Expert
AXELOS Global Best PracticeSep, 2019- Nov, 2024 -
Certified in Risk and Information Systems Control™ (CRISC)
ISACAMar, 2017- Nov, 2024 -
Certified Supply Chain Professional (CSCP)
APICSDec, 2015- Nov, 2024 -
Certified Business Process Professional
ABPMP - Association of BPM Professionals International
Experience
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fiskaltrust
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Austria
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IT Services and IT Consulting
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1 - 100 Employee
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Vice President Customer Success, Go-To-Market
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Oct 2021 - Present
Building, leading and coaching a high-performing customer success group that delivers exceptional customer experiences across all stages of the customer journey. Developing and implementing customer success strategies and processes that align with the company's overall business objectives, drive revenue growth, enhance the overall customer experience and drive customer loyalty. Partnering closely with other functional areas of the company to ensure a seamless customer experience and to drive strategic campaigns for strong customer engagement. Establishing and monitoring key customer success metrics and using this data to continuously improve the customer experience. Identifying opportunities to increase customer engagement and adoption of the company's products or services and partnering with sales and marketing to drive cross-sell and upsell opportunities. Serving as an advocate for the customer within the company, representing their voice in product development and strategic decision-making processes. Leading and empowering the Customer Success Managers to be successful in their roles, by coaching them on customer success best practices, and mentoring them one-on-one to discuss growth areas. Ensuring execution of customer journey touchpoints, including onboarding, business reviews, retention, upsells, and first point of escalation. Show less
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riskmethods
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Germany
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Software Development
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1 - 100 Employee
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Director of Customer Success EMEA
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Sep 2020 - Mar 2022
Leading teams of customer success managers and being responsible for upsell and net retention of EMEA customer success teams. Creating functional strategies and specific objectives for sub functions . Developing budgets, policies and procedures to support and improve functional customer success infrastructure. Building teams of customer advocates with product training, coaching and skill development Leading teams of customer success managers and being responsible for upsell and net retention of EMEA customer success teams. Creating functional strategies and specific objectives for sub functions . Developing budgets, policies and procedures to support and improve functional customer success infrastructure. Building teams of customer advocates with product training, coaching and skill development
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Wirecard
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Germany
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Financial Services
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400 - 500 Employee
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Head of Service Management and Governance
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Jan 2018 - Sep 2020
Lead a global team with technical and employee-related responsibility including budget and staffingDeveloped global standard policies and practices that are aligned to business strategies to reduce costs and improve technician productivityInitiated, developed and implemented a new supplier and partner platform including all ITcontracts and outsourcing controlsImplemented ITSM processes and tools globally for all group divisionsAnalyzed customer and performance data to make strategic decisions about further improvement potentialConducted customer satisfaction surveys and created the appropriate risk reduction plansSet up and maintained supplier management for business partners and third party vendors in conjunction with corporate leadershipEvaluated global and interdivisional As Is processes and determine To Be processesWorked with business associates and IT associates within CPO organizationPerformed global IT risk assessments, audits and certifications e.g. ISAE 3402, PCI DSS, GDPRImplemented tools and services for customers including set-up of support structures and operating modelsEstablished and implemented business and service continuity procedures and processes Show less
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IT Risk Manager
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Aug 2016 - Jan 2018
Set-up IT risk management policies and proceduresImplemented IT risk processes and toolsSet up an internal control system to ensure the compliance of the operational control systemResponsible for coordination, preparation and submission of PCI/ISAE audits and evaluation of further controls or audit types necessary with sales/customersPerformed global risk assessment and initiated risk mitigationsImplemented a global IT risk coordinator concept including the interface between IT risk and operational risk Show less
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Process Manager
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Feb 2014 - Aug 2016
Analyzed, recorded and assessed IT-based business processes in terms of businessefficiency and qualityResearched, implemented and customized case tracking systems, ensuring all incidents, changes and service requests tracked, Introduced modelling guidelines for process mappingBuilt and maintained the process repository in compliance with standards and guidelines
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univativ GmbH
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Germany
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Staffing and Recruiting
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200 - 300 Employee
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Consultant
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2013 - 2014
Participated in process and IT security management improvement projects including annual risk reports Performed requirements engineering for IT tools and processes Organizes statutory financial audits – IT / business chapter Participated in process and IT security management improvement projects including annual risk reports Performed requirements engineering for IT tools and processes Organizes statutory financial audits – IT / business chapter
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Projekt Consultant
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2012 - 2013
Standardized packaging processes for various truck series Developed and implemented tools for information exchange between different manufacturing locations Virtual reality pre-assembly: Analyzed potential applications fir digital mock-ups in the product development process Standardized packaging processes for various truck series Developed and implemented tools for information exchange between different manufacturing locations Virtual reality pre-assembly: Analyzed potential applications fir digital mock-ups in the product development process
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Education
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2012 - 2014
Fachhochschule Oberösterreich
Master of Science (M.Sc.), Ingenieurwissenschaften
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