Working in Accountor Finago's customer engagement team, improving the customer experience for Procountor using service design methods. Leading the use of the Intercom customer engagement platform, which is used for:- customer onboarding- self-service- upsell- product update communication- feedback collection for the financial management software Procountor, eTasku, Ecom, and Isolta. The work includes cross-functional collaboration with customer service, marketing, product development, and sales teams.Coordinated the implementation of Intercom to Procountor.

In this role at Isolta my responsibility was to identify and drive business growth opportunities. I worked in our service design team where we designed new concepts to generate growth. Conducted user research (user surveys and interviews), internal interviews and facilitated workshops and used this data to develop new concepts.I was also responsible for collecting and analyzing our NPS and other user feedback and sharing insights to management, marketing, product development and customer service teams.Greatest achievements in this role was: - Successful launch of a new productization and pricing model that increased monthly revenue with +10 000 €- Implementation of purchase invoices to the invoicing software- Launch of a new invoice financing service. I was the project manager in the implementation of these projects.

I worked in Isolta’s marketing team and the main focus in everything we did was to automate as much as possible in the sales and marketing pipeline, ensuring scalability of the service. Our main task was conversion rate optimisation for the pirate metrics acquisition, activation, retention, revenue and referral.My main responsibilities included:- The design and management of user onboarding and retention message automation using Intercom- Analyzing user data to identify growth opportunities- Design and content creation on Isolta’s homepage and landing pages in Finnish, Swedish and English- Planning and creating other marketing content I.e. google ads, user manual, marketing communication- Swedish speaking customer serviceI also participated in launching the software in Sweden. Conducted market research, designed the Go-to-market strategy and had the main responsibility for our content creation in Sweden. I also participated in launching the software in Germany.The greatest achievements in this role was to increase the user activation rate from 58% to 78%, seeing an NPS rate of 80+ and successfully launching the service in Sweden - getting hundreds of users to the service in Sweden.

Isolta is a Finnish Saas company known for its online invoicing software for entrepreneurs and small businesses. Responsible for conducting user research to identify key drivers for free version users to convert to paying users. Creation and implementation of a new onboarding strategy, including automatic onboarding communication (using Intercom customer engagement platform).Other responsibilities:- Sales oriented customer service- Main responsible for Swedish speaking customer service- Translations of marketing content (web, ads, messages, blog) from Finnish to Swedish and English- Software UI translations from Finnish to Swedish and English

I worked in event productions as a freelancer alongside my studies. The work included pre-event planning and working as event staff at various B2B events and promotion tours in Finland and Sweden.

Responsible for event production and project management of various B2B events. - Event budgeting- Booking venues- Recruiting staff for events- Coordination of subcontractors- Coordination of pre-event workMy role also included selling event concepts, including handling requests of proposals, sending offers, event budgeting, invoicing.