Director of Customer Support

• Apr 2022 - Present

* Maintained a high level of excellence and efficiency in customer service, improving response time by 2 1/2h, satisfaction rate by 3% (95%), and closure time by 15 days * Successfully built, hired, and led a team of 15 Support Specialists, including the addition of a UK team lead and a Technical Support Team.* Demonstrated excellent leadership skills in managing the team, promoting a positive and productive work environment, and fostering professional development opportunities for team members.* Collaborated closely with the Product team to reduce bug resolution time and achieve a client-first product development. This involved analyzing customer feedback, identifying areas for improvement, and implementing changes to enhance the client-centric product development approach.* Collaborated closely with cross-functional teams, including Sales and Customer Success, to ensure a swift handling of upsell, churn risk, or lead opportunities* Led the implementation of a knowledge base platform, resulting in significant improvements in self-service support options for customers (10% increase), reducing support tickets/ call volumes.* Developed and implemented AI and chatbot technologies to increase response time and support efficiency, achieving a 5% resolution rate. * Worked closely with the senior management team to ensure alignment of support services with the company's goals and objectives. * Established a career development program for the Support Specialists, providing opportunities for professional growth and skill-building. This included the implementation of regular performance evaluations (IQS), providing constructive feedback, and coaching to team members to improve their skills and performance.* Led the recruitment process for new Support Specialists, contributing to the development of a diverse and talented team. * Stayed up-to-date with industry trends and best practices Show less

Head Of Customer Support

• Jun 2021 - Mar 2022

Senior Client Success Project Manager

• Mar 2021 - Jun 2021

* Scoped and planned the implementation of the learning experience solution by creating project plans, KPIs, oversaw and prioritized tasks and deliverables, resources and the timeline for clients in various industries (Smartsheet, Harvest) * Managed ongoing projects such as learner marketing and content creation as part of the customer relationship* Built a strong client relationship, conducting workshops and leading clients to strengthen their approach in learning, including conceptualization of learner visions and digitalization of learner strategies* Acted as trusted advisor for clients in proposing innovative approaches and the right technical and strategic set-up of the Crossknowledge solutions based on the company and business needs to maximize learner engagement and ROI of learning Show less

Client Success Project Manager (Digital Learning)

• Jun 2019 - Mar 2021

Customer Success Manager

• Apr 2018 - May 2019

* Customer Management: Defined onboarding processes & materials. Single point-of-contact for customer portfolio, managing the relationships, including on-site onboarding workshops. Implementation of an NPS program (Health Check). * Sales & Partnership Support: Direct collaboration with Head of Sales, defining sales goals and approaches for DACH region, organisating and executing pilots internationally (UK, DK, DACH). Scoopec partnership program to create newbizz opportunities.* Team Responsibilities: Managed interns, student workers, and trained new team members. Supporting management by presenting ongoing projects to investors.* Customer Support: Understood customers’ needs and pain points, managing the support team, including e.g. creating of Zendesk support material and support guidelines.* Product Development: Worked in close cooperation with our product manager, developers and designers to ensure customer feedback is translated into the right features by mapping, spec’ing and prioritizing feature development, resulting in an optimal customer-fit, timely delivery and stability. Created product roadmaps for management and investor meetings. Translated customers’ needs and business pain points to ensure by prioritizing development and finding the best technical solution Show less

Quality Assurance Manager

• Dec 2016 - Apr 2018

* Developed new features based on users' feedback* Assured a quality implementation of new features and constantly check * Prioritised, managed, and monitored tasks for the development team

German Teacher

• Dec 2016 - Jan 2018

Junior Research Manager

• Jul 2015 - Jul 2016

* Understanding clients' needs (predominately internal clients) to analyse business objectives * Formulated analysis plans, as well as, realising clients’ needs and specifying research questions * Designed questionnaires and ensuring that necessary data is captured (used Program: Rogator) * Gathered, prepared data and conducted in-depth data analyses, mainly on a quantitative level (used tools: mainly excel) * Prepared presentations by illustrating data graphically and translating complex findings into written text, as well as, answering questions and instilling confidence (used programs: PowerPoint, Thinkcell, Excel). These reports contained actionable business recommendations. * Conducted and managed the gathering of monthly data on customer satisfaction (e.g. NPS-Score) Show less

Student Assistant (Students Advisory Service and Psychological Centre)

• Mar 2013 - Apr 2015

* Core member of the administrative team: helped students with administrative problems concerning their study programs * Advised beginners on what to study and introduced them to the structure of studying * Organised introduction days for students and beginners * Core member of the administrative team: helped students with administrative problems concerning their study programs * Advised beginners on what to study and introduced them to the structure of studying * Organised introduction days for students and beginners

Riding Instructor und Accountant of a Berlin Riding Club (Reitsportförderung e.V.)

• Jan 2006 - Mar 2013

* Instructed children in basic and advanced riding techniques * Responsibility for 12 children (6 to 12 years old) and 6 horses * Built up a profound theoretical knowledge on horse care * Organised internal and external competitions * Planned as well as preparing the children for theoretical and practical riding test * Led accounting for the riding club * Instructed children in basic and advanced riding techniques * Responsibility for 12 children (6 to 12 years old) and 6 horses * Built up a profound theoretical knowledge on horse care * Organised internal and external competitions * Planned as well as preparing the children for theoretical and practical riding test * Led accounting for the riding club

Event Management Student Assistant

• 2010 - 2012

* Organised medical congresses and events * Helped and instructed the participants during those medical congresses * Organised medical congresses and events * Helped and instructed the participants during those medical congresses