Ademir Rustemović Email & Phone Number

Sarajevo, Ba

Sarajevo, Federation Of Bosnia And Herzegovina, Bosnia And Herzegovina

- Responsible for establishing and growing the Digital touch segment.- Responsible for the Customer Success Operations at Storyblok

Sarajevo, Federation Of Bosnia And Herzegovina, Bosnia And Herzegovina

Involved in the idea contemplation and project realization of scaling the CS efforts in Storyblok:- Defining the ICP- Internal segmentation of the customer base- Introduction of a new Digital CS roleTechnical owner of the CSP tool at Storyblok:- I was involved in the budgeting and selection of the first Storyblok CSP tool. - Led the integration of various databases (Redshift, RudderStack, etc.) and the CRM with the CSP tool.- Decided on which data points and fields should be implemented in the CSP tool at start.- Led the CSP "Action Team" effort of setting up the Customer Profiles (ICPs), CustomerJourney, and automation of various playbooks such as Onboarding, Adoption, Renewal, and Advocacy playbook.

Sarajevo, Federation Of Bosnia And Herzegovina, Bosnia And Herzegovina

Performance:• Achieved 100%+ of KPI that revolved around NRR (Renewals, Upsell, CSQL).• Through renewals, upsells, and expansions I directly influenced 500k+ USD in incremental ACV, 1.3M USD in ACV, and 2.4 M USD in TCV in my first year as CSM in Storyblok.• Logo Portfolio handled by me had 2%< Churn.As a Certified Customer Experience Professional (CCXP) I was directly involved in:• Creating the Onboarding experience for Storyblok customers regulating various playbooks, such as the AE/CSM handshake, the Account Setup playbook, and the TTFV process managed via the Success Plan.• Creating the data strategy by establishing the Salesforce Dashboard for the CSM team performance and establishing data points and processes that will monitor adoption, generate reports and insights, that activate engagement playbooks.• Structuring both the Support touchpoint and the internal handshakes with Support that made customers amazed, quoting: “The current situation is like day and night”. These processes led to the enrichment of the Storyblok services portfolio as well.- Was involved in establishing the team KPIs that revolved around CSM activities and the impact or correlation it had to the Dollar.These initiatives helped the team achieve amazing goals such us expansions of 20% of the total ARR achieved by the Sales department in 2023 and achieving the NRR of 128%, with the churn rate less than 1%.

Sarajevo, Bosnia And Herzegovina

• Keeping the CSAT of 90% + by providing service excellence in a cross-functional team environment. Tools used are Zendesk, JIRA, Kibana, Graylog, and Postman.• Achieved 100%+ of the KPI set in the number of tickets handled.• Through my Infobip career, I trained many colleagues for which I earned the certificate "Train your dragon". I continued to pursue this path in the current engineering role for new colleagues as well as a mentor to interns in the Infobip Sarajevo internship program.

Sarajevo, Bosnia And Herzegovina

• As a trusted advisor I helped partners via consultancy in designing communication solutions to drive value and improve CX within various touchpoints that proved to have high ROI: increased engagement up to 3,7x with a 97% decrease in response time (introduced OMNI channel), helped decrease the company’s average wait time by 96% where 69% of interactions were self-served (introduced a chatbot).• Contributed heavily to the digitalization of the local market in Bosnia & Herzegovina and the highly developed one in UAE as well. Helped my partners from various industries (Finance, Fintech, Real Estate, On-demand, Automotive, Travel, Government, etc.) to see value in communication channels such as WhatsApp, Viber, and Voice who were among the first ones to adopt it in their respective markets proving to be highly effective but efficient as well in reducing CX gaps on various touchpoints.• Maintained NRR of 200% + YOY while simultaneously helping enterprise clients (6-figure deals) achieve high ROIs on the delivered solutions.• Received recognitions in form of Certificates of Excellence for top achievers for H1, Q3, and Q4 2020. The certificates were introduced in 2020 when Infobip became a SaaS company. Was among the first to collect bounty pots for finding value for our customers in using 2/3 of Infobip newly introduced SaaS products (CCaaS & Chatbot). And the 3rd one (Engagement platform), which most of my clients already used once the rebranding of the product happened. I was providing value always ahead of the curve.• I was always heavily driven by data and therefore abused tools such as Salesforce, Zendesk, Gainsight, and Qliq Sense, but our internal tools as well for monitoring enabled me to act in prevention, tune and direct my efforts accordingly. Measured Revenue, Gross, NRR, MRR (churn and expansion), Churn % (0%), NPS, CSAT, CLV, LTV of my wins, etc.

Sarajevo, Bosnia And Herzegovina

• From 2015 up to 2018 my role in Infobip was as an Account Manager. Held some of the most important clients within the MENA region which had 5B + annual revenue each. • Had revenue and gross profit rose by 100% + YOY for almost 4 years, and on a few occasions as high as 170%. Revenue was counted in 7 figures and GP in 6 figures on yearly basis.• Worked with product teams on the product backlog, as a voice of the customer, and as a stakeholder in developing internal tools. I was always the senior to go to and most of Infobip's internal tools and processes that were practiced by AMs and later by CSMs were developed with me as a consultant.

Sarajevo, Bosnia And Herzegovina

▪ Managing various creative and financial inquiries for customers (Hypo Alpe Adria Bank, Ekopak, MasterCard, Nestle, ALTA shopping centre, CocaCola, Unilever, Optima)▪ Research (market analysis, Trends analysis, Customer analysis) and reporting (financial, MM, creative presentations) to the top management and clients▪ Production of commercials and radio jingles▪ Advertisement on social networks and content marketing (Google Ads, Facebook, Youtube, Instagram, Twitter)My Projects:▪ Planning, Organizing, and carrying out events and promotions for Hypo Alpe Adria Bank▪ Planning, Organizing and carrying out project „Alta Shopping Championship“ http://www.alta.ba/index.php/novosti/180-alta-shopping-prvenstvo ▪ Organizing and working on the project „Water is worth saving“ https://www.facebook.com/VodaVrijedi

Kladanj, Bosnia And Herzegovina

• As a co-owner we kickstarted the company based on a business plan project made on the Faculty of School of Economics and Business in Sarajevo.• The company was about producing organic garlic for which we had a monopoly on B&H. We later introduced end products such as garlic sauces with various flavors (Mediteran, Curry, Chilly, etc.)• Writing business plans as a pitch for investors• Creating and carrying out the marketing strategy• Working throughout the whole production line, from working on the fields and supervising, managing the supply chain, working in the facility where the goods were processed and packaged, working in the office as a marketer and sales, working on the placement and distribution, to invoicing and collection.

Secondary School, General Education High School

Business Administration, Management And Operations