Nov 2022 – May 2024 · 1 yr 6 mos · Portugal · Remote

• Ultimate is now Zendesk AI Agents**
• Heading and growing the Enterprise Customer Success team in EMEA and US.
• We manage an exciting book of business, including well known brands such as Foot Locker, Taskrabbit, Babbel, Kärcher, Finnair and Etsy.

Jan 2017 – Nov 2022 · 5 yrs 10 mos · Berlin und Umgebung, Deutschland

• I’m helping women become fit, strong and develop a powerful mindset. My holistic approach to training and coaching is focusing on increasing physical as well as mental strength, performance & health.
• I have built my business to cater to different client segments:
• 1. High-end, 1:1 personal training
• 2. Remote, custom online coaching through a coaching app
• 3. “One-size-fits-all” fitness program through eGuides + mobile app
• 4. Strength coaching & business mentoring for young female professionals

Jan 2017 – Nov 2022 · 5 yrs 10 mos · Berlin, Deutschland

• I help companies build and structure their teams and back them up with functioning tools and processes. My expertise lies in the client-facing side of the business, for early and growth stage B2B SaaS start-ups as well as for those who are just about to scale up.
• Building and managing global (technical) customer service teams
• Administering strategies, processes and tools to cater for the entire client lifecycle
• Analysing and optimising all aspects of CS: Lead generation, client acquisition and closing to onboarding, support, renewal and upselling
• Implementing KPIs and reports for efficient measuring of company, individual and client goals
• Defining structures, responsibilities and processes for a smooth collaboration between client services, sales, marketing and product

Jan 2016 – Dec 2016 · 11 mos · Berlin und Umgebung, Deutschland

• adjust is a global B2B SaaS company and the industry leader in mobile measurement and fraud prevention, providing app marketers with a comprehensive business intelligence platform. By making marketing simpler, smarter and more secure, adjust empowers data-driven marketers to build the most successful apps in the world.
• Main responsibilities:
• Developing Account Management towards a holistic Customer Success approach.
• Heading a team of specialised client managers: tech support, account management and CSMs. Scaling to 30+ FTEs in 9+ global locations.
• Hiring, onboarding, coaching, mentoring, motivating, KPI measuring and giving feedback.
• Implementing and administering systems and tools to increase team productivity and client success.
• Establishing interdisciplinary processes and communication lines through close cooperation with other managers and team heads.
• Business and strategic decision making by being part of the company's management team as the only female member.

Dec 2013 – Dec 2015 · 2 yrs · Berlin und Umgebung, Deutschland

• Main responsibilities:
• Defining adjust’s approach to account management.
• Scaling from 2 local FTEs to 20+ global FTEs.
• Heading a team of specialised client managers: tech support and account management.
• Implementing and administering systems and tools such as Salesforce CRM and Zendesk customer service platform to increase team productivity.

Jun 2013 – Nov 2013 · 5 mos

• Transferring into madvertise Media Gmbh, a spin-off of the original madvertise Mobile Advertising GmbH, separating the media from the technology business.
• Taking over responsibility for all activities around media buying, marketing contracts and campaign delivery.
• Heading a team of 5 FTEs working in publisher sales, tech support and ad operations.
• Engaging in the development of new ad formats and establishment of industry standards.
• Speaker at various global industry events.

Dec 2011 – May 2013 · 1 yr 5 mos

• Acquisition of mobile ad inventory from medium-sized app and mobile web publishers up to publishing houses, media agencies and large app development companies.
• Establishment of long term and sustainable partnerships.
• Communicating with the ad sales team to ensure client satisfaction and smooth campaign delivery.
• Handing over the complete tech support process to 1 dedicated FTE.

May 2011 – Nov 2011 · 6 mos

• Taking over support for “longtail” publishers.
• Initiating and leading a tech support process for SDK and API integrations and troubleshooting, including publisher onboarding documentation.

Jan 2010 – Jan 2011 · 1 yr · Berlin und Umgebung, Deutschland

• Managing three call centers (technical help hotline) with 150+ agents organised as "in-house outsourcing" projects for a big German cable network operator.
• Development and administering of a KPI tracking system and reporting to the client.
• Leading weekly meetings with the client to discuss performance based on various KPIs such as average time to answer, first call resolution, average hold time, etc.
• Interviewing and hiring new agents, leading performance reviews and disciplinary meetings.
• Continuous development of the agent onboarding process.
• Meetings and negotiations with the worker’s council.
• Organising training classes on topics such as communication, conflict management or team leading.