Katerina Sofrona Email & Phone Number

Greece

• Lead Global Customer Success Management, Customer Support, Customer Marketing, and Customer Operations Teams to support EUR 20M in revenue and 13k+ customers globally.
• Manage a team of 30 distributed globally, ensuring exceptional customer experiences throughout the entire customer journey
• Accountable for Net Revenue Retention (NRR), logo retention, and Expansion targets globally by region and product line
• Identify gaps in the Customer Experience (CX) and implement strategies to improve customer satisfaction, loyalty, and retention
• Set goals, and develop long-term strategies for the company as part of the Executive Team Achievements:
• Reached an NRR>110% for our Professional Customers

• Built and managed Global Customer Success Management, Customer Marketing Teams, and Customer Support Teams.
• Owned Retention and Upsell targets
• Led the development and implementation of strategies to drive product adoption, customer satisfaction, retention, growth, and loyalty
• Implemented sales processes to boost Upselling
• Created and executed customer journey mapping, onboarding, and loyalty programs
• Managed financial Budgets and Forecasts

• Established and managed the Customer Success function while serving as a Customer Success Manager (CSM) for a portfolio of 50 key customers.
• Hired the first 2 CSMs in EMEA
• Developed internal procedures and methodologies, effectively monitored MRR Retention and Upsell metrics
• Identified growth opportunities and drove product adoption for customers
• Collaborated closely with the Marketing and Sales teams to ensure seamless transitions for customers

• Established the Customer Support Team by recruiting and managing 5 agents in 3 different regions.
• Monitored daily KPIs and provided coaching for support representatives
• Conducted tonality training
• Implemented and managed internal ticketing and reporting tools
• Guided the team in handling demanding customer cases and complaints
• Participated in recurring training and seminars to ensure best practices

• Handled all Support channels as the first Customer Support Agent of the company.
• Managed customer-submitted requests via ticketing and live chat systems
• Developed the Help Centre by creating multiple how-to articles
• Conducted quality-assurance controls for new services and established bug-reporting processes

• Prepared business proposals for clients and prospective clients
• Organised meetings and corporate events to maintain strong relationships withclients

• Created the first Greek web search engine for European Masters Programs, providing consulting services for students and educational information/news.
• Designed the user experience of the website
• Conducted market research and planned financial assets for investmentprofitability

• Conducted market research Planning of the financial assets of the investment in order to identify its profitability
• Assisted company staff in solving HR issues
• Organized and updated files, records, correspondence, charts and reports
• Set up meetings and interview schedules as part of recruitment process
• Handled discrete information related to employee relations, changes in the organization, performances, appraisals, confidential information issues, and other sensitive HR-related matters
• Administered and processed the payroll for all employees

Bachelor Of Science (Bsc), Management Science And Technology

The focus of the program is on: Management Science, e-Business, Supply Chain and Transport Management, Decision Making, Entrepreneurship.

E-Learning Degree, Accounting And Finance

E-Learning Degree, Maritime Strategy, Claims And Operations