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.

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.

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.

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.
• 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.
• 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.
• 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.

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.

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

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.

Secondary School, General Education High School

Business Administration, Management And Operations