Monique Pattison Email & Phone Number

Berlin, DE

Berlin, Germany

Berlin, Germany

• Selected to lead the product innovation hub due to my deep customer insights, with the goal of driving impactful product development and delivering customer value.Key achievements:
• Conducted comprehensive business analysis and achieved stakeholder consensus to strategically pivot the team to more profitable projects
• Developed an AI content summarisation feature with the CEO. Led market analysis and strategic planning to pivot towards this essential innovation, ensuring competitiveness in the market.

Berlin, Germany

• Scaled the Customer Success Management (CSM) function during B2B expansion whilst overseeing 80+ enterprise accounts as well as translating customer insights into key product innovations. Key achievements:
• Managed and grew a portfolio worth €1,000,000, negotiated deals up to €72,000, and achieved 116% NRR within a year.
• Developed team-wide processes to smoothly transition clients from sales to customer success, improving team efficiency and client experience
• Boosted platform adoption and user engagement by creating targeted post-sales marketing materials and implementing regular check-ins
• Turned major accounts into case studies, demonstrating business success and client satisfaction
• Launched Blinkist Business web app, increasing monthly engagement by 25%, and introduced Blinkist's first AI feature, adopted by 80% of business customers

Berlin, Germany

• Third hire into pre-product market fit B2B division, wearing multiple hats across sales, account management, marketing and product to drive business unit growthKey achievements:
• Contributed to the division's rapid growth, expanding the team from 3 to 20 and tripling revenues to 3 million
• Led B2B repositioning, realigning brand messaging through customer-centric interviews and workshops to enhance sales effectiveness
• Led outbound sales campaigns, setting performance benchmarks
• Elevated brand visibility by directing initial marketing strategies, revamping collateral, and partnering with freelancers for content creation

London, UK

• Led a cross-functional team of 5 and launched Monzo's first web app for business banking. Key achievements:
• Delivering the web app as part of the business banking go-to-market launch, which aided customer growth from 2,000 to 25,000 within 3 months
• Developed and implemented the strategy for launching a new product channel; and built risk and mitigation framework to enable quick launch
• Led qualitative and quantitate user research to set the web app roadmap

London, United Kingdom

• Led a cross-functional team of 10, owning the product roadmap for financial difficulties as our lending book grew from £1million to £200million. Key Achievements:
• Designed and launched several (heavily regulated) tools for internal product that reduced manual work by 60+ hours per week
• Reduced customer contact by 40% by designing and launching first customer self-serve journey
• Used data to obtain unequivocal senior stakeholder support for a controversial proposal that balanced competing priorities
• Set the strategy for recovering borrowed money post account closure that led to a 75% reduction of a manual work stream
• Designed metrics and dashboards for measuring product performance and success (used by team and senior management)

• Time in this role was split between customer operations and lending operations. Core focus was designing and building processes and procedures to improve operational efficiency, whilst ensuring delightful service and.
• Owned customer feedback/bug backlog, making data driven recommendations to Senior PM
• Re-designed information architecture for support teams (based on user research), resulting in reduced agent escalations, and quicker response times
• At own initiative, built an MVP for collating and quantifying customer feedback to help product prioritisation
• Communicated product launches/updates to support teams via organised documentation and training materials
• Direct customer support and issue resolution, meeting or exceeding productivity targets and QA (quality assurance) score

Sydney, Australia

• Rotated around various business units operating in core property markets and assisting development managers.Key Achievements:
• Led several small projects on a $3 billion urban regeneration project in the heart of Sydney (managed a small team, engaged external consultants, liaised with government, and facilitated collaboration between multiple.
• Developed and wire framed an app concept called Skyburb, a social network for connecting neighbours in apartment buildings to solve the problem of isolation and loneliness (own initiative)
• Nominated for NAWIC Future Female Leader Award within 3 months of commencing role

Sydney, Australia

• I worked for multiple hospitality venues, with a focus on customer facing roles and back of house operations. This experience was instrumental in developing my emotional intelligence, ability think on my feet, problem.
• Leading customer service and operations in the launch of several new high profile hospitality venues in Sydney
• Achieving ~100% occupancy rate (Thu-Sun), and 75% (Tues-Wed) at Hotel Palisade by developing and implementing brand and marketing + operating strategies alongside senior management

Bachelor'S Degree, Property Economics

(International Exchange Year)