H.D. Q. Email & Phone Number

Haarlem, Nh, Nl

Amsterdam, North Holland, Netherlands

Achievements from 2023 until now:- Each year so far, I have achieved the highest expansion numbers within the CSM team.- Achieving the highest adoption scores within the team.Lead role- Providing mentorship, coaching, and professional development opportunities for team members.- Conducting regular evaluations on set clear performance expectations.- Work closely with sales, marketing, product development, and other departments to ensure a cohesive approach to customer management.Customer Success- Develop and manage Enterprise client portfolios- Sustain business growth and profitability by maximizing value- Analyse customer data to improve customer experience- Onboarding a customer to Celigo and into their implementation- Coordinate with other teams to address customer issues and improve service delivery- Handle and resolve client issues- Own client meetings as you educate, train and advise on Celigo products- Identify opportunities and position upsells of Celigo products and services- Strategic Account Planning: Collaborating with customers to outline and execute Joint Success Plans.- Define, Track and Manage Program Business Objectives, and Overall Client Initiatives- Account Planning - Tactical approach on product usage, Challenges customer to nextphase, of integration needs, Anticipate customers needs, outlines long term visions- Builds Client Relationships at the from Frontline to C-Level- Implement and enforce processes and best practices- Provide high level customer satisfaction- Work with co-workers and stakeholders across different countries and time zones.- Managed projects with different stakeholders in different countries.Sales, Renewals, & Contracts- Help position new opportunities, understanding Celigo go-to-market strategies, pricing...- Respond to customers in regards to license agreements- Drive and Negotiate Renewal Terms to minimise Churn

Amsterdam, North Holland, Netherlands

Achievements:- First full quarter with customer portfolio (Q4 2021), 149% Net Retention and 240% in expansion sales.- Established cross department relationships between CSM and other EMEA teams.- Constantly achieving the maximum multiplier on KPIs.- Awarded EMEA Employee of the year for 2022.- Full year 2022 - $488,363 achieved in expansion sales.- 2023 - leading CSM on KPIs. - Promoted to Customer Success Manager Lead EMEA in 2023.Main Responsibility:- As the first CSM in EMEA, I was hired to develop the CSM department in EMEA.- Mentor US based CSAs team members.- Establishing a trusted relationship with each assigned customer and driving maximum value of our products and services through scheduled and ad-hoc touchpoints and other value-generating activities.- Facilitate sustainable, profitable growth through increased customer retention and decreasedcustomer churn.- Understand customer needs and objectives; ensure the customer is utilizing and benefiting fromthe full extent of our solutions, across all products to which they subscribe.- Work with customers to understand and document their desired business outcomes andcoordinate cross-functionally to advocate for the customer’s achievement of these outcomes.- Guide customers towards optimal use and adoption of the platform integrator.io iPaaS.- Onboard customers quickly and effectively to ensure a smooth transition from sales to adoption.- Collaborate with co-workers and stakeholders across different countries and time zones.

Amsterdam, North Holland, Netherlands

• Part of the original team that helped build and establish the CSM department. Creating the framework, processes for CSMs and synergies for cross department operations.Main Responsibility: • High touch engagement with Enterprise/Corporate accounts • Support implementation stage. • Own the on-boarding stage and manage EBRs. • Define a success plan specific to the each customer and support their change management requirements. • Establishing and measuring effectiveness of customer success by defining operational metrics, creating metric tracking, and providing reports to stakeholders. • Providing adoption and training sessions. • Point of escalations for technical and product support. • Managing negotiations for long term renewals to increase retention. • Discover upsell/cross-sell opportunities to maximise revenue. • Obtaining referrals for the field sales team.• Advocating customer's needs cross-departmentally.Current Additional projects:• Developing a CSM Onboarding programme and a CSM development programme.• Assisted the Customer Product Trainer with creating training webinars.• Managing activities related to on-boarding, training, professional development of new and existing Customer Success Managers.

Amsterdam Area, Netherlands

Amsterdam Area, Netherlands

Amsterdam Area, Netherlands

Amsterdam

Cairo, Egypt

Achievements:• Reduced the AHT of the agents from an average of 1 hour to an average of 25 minutes. • Increased the overall CSAT from being below 60% to being above 75%. Responsibility:• To improve the outsourced team's KPIs.• Creating and implementing procedures in time management and call handling. • Product knowledge training.

Barcelona Area, Spain

Barcelona Area, Spain

Marbella Area, Spain

London, United Kingdom

London, United Kingdom