Kai Horstmannshoff Email & Phone Number

New York, Us

New York, Us

New York, Us

Leading a team of 30 CSMs + 4 first-line managers. Responsible for improving net retention in a client portfolio of 70 mio ARR. Aircall is the phone system for modern business. An entirely cloud-based voice platform that integrates seamlessly with popular productivity and helpdesk tools that workplaces are already using, Aircall was built to make phone support as easy to manage as any other business workflow—accessible, transparent, and collaborative. Aircall believes that voice is the most powerful way to communicate with customers, prospects, candidates, and colleagues, and it is designed to take the headache out of what should be a delightful moment of human connection. Aircall was founded in 2014 and has raised over $100 million. Based in New York and Paris, the company has over 300 employees.

New York, Us

In this role, I built out a Customer Success function from the ground up. Hired and coached a group of eight Customer Success Managers, implemented process optimizations, automation, and playbooks in order to drive increased net retention, renewal rates, and upsell across a client portfolio of mid-market and key enterprise accounts. Improved employee NPS by 10%, increased account coverage from 66% to 100%, met and significantly over-achieved on the assigned renewal and upsell quotas on a quarterly basis. Rolled out optimized process in our success software Totango and Salesforce, implemented other tools (Front, Gong, ZoomInfo, Sales Navigator) to optimize upsell performance, team efficiency and the quality of client engagements, and established new process and measurements for internal meetings, business reviews, pipeline and forecast updates.

Vancouver, Bc, Ca

In this position, I built out a Customer Success function across three European offices and grew it from 1 to 13 team members in order to manage and grow a client portfolio of 25mio ARR. I hired and coached each team member to achieve ambitious retention and upsell targets, worked on compensation plans and created and optimized process and tooling to improve the performance of the team. I worked with product dev, product marketing, revenue operations, support, business development, and sales teams to build out and optimize a tech-touch service model that allowed us to successfully service and upsell customers at scale and grew the ARR and account number handled by each account manager by 30% while maintaining and overachieving NRR targets.

Vancouver, Bc, Ca

Vancouver, Bc, Ca

As a result of sustained success in my previous role, I was promoted to Manager level. The key focus of my role shifted towards improvement of our sales, onboarding and renewal process, with particular focus on SMB and mid-market business. Key initiatives driven by me include lead flow optimization initiatives, creation of automation procedures and email campaigns to increase quality of onboarding experience for clients and reduce churn, design of a scalable upsell/cross-sell process and an improved account monitoring process to identify accounts at risk. As part of my role I continued to interact directly with key German and English accounts, and to operate across a large number of teams (Demand Gen, Email, Community, Content, Marketing, Business Development, AEs, and Customer Success).Software tools that I use on a daily basis for this role include: Salesforce, Gainsight, Front App, Automate.IO, Cirrus Insight, Google Analytics, Interana, Tableau, Typeform, Hootsuite, Hootsuite Impact, Hootsuite Ads, Insideview, Sales Navigator, Workplace by Facebook, Slack, Wrike, Trello, Airtable, Brandwatch, Digimind, Synthesio, Talkwalker, Zendesk, Marketo, Datanyze, SimilarWeb, Zoom.us, GotoWebinar, G Suite. Also familiar with: Sprinklr, Percolate, Spredfast, Opal, Microsoft Dynamics, Zerofox.

Vancouver, Bc, Ca

Key focus of this role was to offer onboarding services, setup and ongoing training for Hootsuite customers in the German and English speaking markets in order to drive product adoption, reduce churn, and foster upsells. In my role I consulted a wide array of customers and helped them match their business needs with Hootsuite's product offerings. Monitoring account health, passing information between customer base and developer team, and proactive identification of upsell opportunities were daily tasks.On top of these tasks I led a team of 5 onboarding specialists that managed our main European SMB markets. My responsibility as team lead was to critically evaluate the efficiency of existing onboarding procedures, improve and monitor the quality of training calls, expand our training offerings by developing webinar content for key markets, and innovate existing CRM procedures whereby customer interactions and handovers were tracked and executed. Key KPIs of the team I led as part of this role were reduction of churn for volume business customers, CSAT, product adoption and Enterprise pipeline. Software tools that I use on a daily basis for this role include: Salesforce, Gainsight, Cirrus Insight, Google Analytics, Hootsuite, Hootsuite Insights, Liftmetrix (Hootsuite Impact), Docusign, Insideview, Tableau, Workplace by Facebook, Slack, Wrike, Brandwatch, Digimind, Synthesio, Talkwalker, Crimson Hexagon, Marketo, Zoom.us, GotoWebinar, G Suite. Also familiar with: SproutSocial, Facelift, Sprinklr, Buffer, Spredfast, FalconSocial, Microsoft Dynamics, Nimble, SugarCRM, Yammer, Zerofox.

Mountain View, Ca, Us

Started as a contractor employed via TVO and helped partners from the art industry use the tools, platforms and technologies that Google developed to digitize and promote their collections, develop websites, obtain interior Street Views, set up mobile apps, upload metadata, and tell their stories in online exhibits. I onboarded new partners and trained them in our platform and services, organized and created webinars to train project partners, analyzed user metrics and monitored partner site traffic. I worked within and later led an international team of 7 account managers and optimized the team's performance. As project manager I also worked on the execution of complex marketing launches by helping to coordinate tasks across different teams (Tech Support, Engineers, Street View, Legal, Marketing and Policy). To manage my deadlines, juggle multiple assignments, optimize my team’s communication with a growing user base and track our progress, I helped to set up an internal CRM system, defined and tracked KPIs, and acquired an extensive administrative skill-set: Project Management, Excel and Google Sheets, Data Feeds, HTML, Google Adwords, Google Analytics, SEO, Photoshop, InDesign.

Berlin, De

I completed a PhD thesis about contemporary architecture at Free University Berlin. Thesis was completed within the minimum allocated timeframe, summa cum laude. During my PhD program I held public talks in English and German, taught and planned undergraduate classes in which I explained technical concepts in a non-technical manner, wrote articles, coached students to improve their writing and presentation skills, edited and proofread articles for popular and academic journals and organized, obtained funds and planned the budget for a big international conference (50 speakers) for my department.

Doctor Of Philosophy (Phd), Cultural Studies

Master Of Arts (M.A.), History Of Art

Bachelor Of Arts (B.A.), History And Philosophy

Bachelor Of Arts (B.A.), Cultural Studies