Experience

Virta Ltd

• Finland
• Software Development
• 100 - 200 Employee

• Customer Success Manager

  • May 2022 - Present



NTT Ltd.

• United Kingdom
• IT Services and IT Consulting
• 700 & Above Employee

• Senior Customer Success Manager

  • Apr 2020 - May 2022



NTT Ltd. Collaboration & CX

• United Kingdom
• IT Services and IT Consulting
• 200 - 300 Employee

• Senior Customer Success Manager

  • Apr 2017 - May 2022

  Responsible for customer retention and driving customer satisfaction for premium clients across Northern Europe. Leading post-sales efforts including customer on-boarding, driving user adoption and satisfaction, owning customer renewals, and developing up-sell opportunities.Establishing a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and servicesWorking with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals. Show less

• Service Assurance Teamleader Northern Europe

  • Jan 2016 - Mar 2017

  Leading Service Assurance Managers in Northern Europe.The teams key results areas are:Positively impact client retention by building excellent relationships with allocated customers.Provide day to day service management, ensuring all requests, queries, incidents and service notifications are dealt with in a prompt manner.Ensure prompt delivery of reporting.Conduct frequent Client Satisfaction surveys, interviews or meetings to determine customer loyalty and implement Service improvement plan as appropriate.Provide service support across Arkadin’s range of products, including but not limited to Audio, Web, Add on’s, Vidyo and UC tools. Show less

• Customer Operations Manager, Nordics

  • Jan 2014 - Dec 2015

  Operating with full responcibility of the Customer Operations and its employees for Arkadin Nordics and making sure that all teams deliver services with excellent quality. Coordinating with various teams globally to solve and improve the service for Arkadin clients. Acting as main point of contact for all our larger enterprise clients in regards to service received.Incorporated new services and systems that were transfered from a retired office within Arkadin in the begining on 2014. Rebuilt the team with 6 new startersLine Management responsibility for the Service Delivery Managers to ensure that all team functions are completed within budgetary constraints, efficiently and on time.Consistent Monitoring of activity volumes and service levels,Implementing Service improvement programs (efficiency, ownership, quality).Providing support for sales opportunities.Deploying, improving or creating Customer Service tools, technology and processes.Focus on maximizing speed and quality while reducing mistakes and costs.Designing processes.Deliver training and documentation.Responcible for various reports, both internal and external.Acting as point of contact for any post sales questions.Overall owner of Event success for the Nordic region.Acting as a point of escalation for all Service related issues. Show less

• Teamleader Customer Operations

  • Sep 2013 - Dec 2013

  Continued with the Technical helpdesk tasks, but adding the responcibility as teamleader for Customer Service/Service Assurance/Live Assitance, Event and Service Delivey teams. Main responcibility of driving the teams forward delivering an exellent service to our clients.Acted as Service Relationship Manager for our largest client, being the main point of escalation in regards to technical issues, reporting & analysis and change management

• Technical helpdesk

  • Jan 2013 - Aug 2013

  Supporting clients and internal Customer Service department by assisting with a variety of audio and web support related incidents and queries for products such as Adobe Connect, Cisco Webex, Arkadin Anywhere, Audio conferencing, plug ins, Vidyo and Unified Communication. Troubleshooting incidents with the clients and to do the utmost to provide first point resolution.To assist with Live Assistance duties such as placing callers through to conference, solving in-conference issues, dealing with queries over the customer service line and assiting with our Event call service.Hosted multiple event calls for big and important clients, and also involed in on-site event productions.Taking care of internal IT related tasks and issues.Responcible for various web site editing for the Nordic countries. Show less



Teleperformance

• France
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Apple Senior Technical Advisor

  • Sep 2010 - Nov 2012

  Worked as part of the level 2 technical support team, mainly covering the Finnish market, but also other countries in Scandinavia. Handled more advanced technical issues, with a very high customer satisfaction. Worked closely with the resellers and Apple Authorized Service Providers in regards to decision making, warranty disputes and consumer law claims. Also acted as a point of contact internally for technical questions and advance solutions. Assisted with training of the level 1 support agents, boosting their confedence, improving soft skills and developing their technical knowledge.Identified and escalated bugs/defects in the Apple products to Engineering and Product & Development teams. Show less

• Apple technical advisor

  • Jan 2010 - Aug 2010

  Worked as part of the level 1 technical support team, covering mainly the Finnish market, dealing with technical issues/queries and usage questions from end users, enterprises and re-selers. Supporting the whole Apple product line.All technical issues were logged and taken care of within SLA, and with exceptional high customer satisfaction.