Parloa

VP Customer Experience

We at Parloa believe in the revolution of how businesses talk to their customers with the help of artificial intelligence. Ever since our company was founded in 2017 in the heart of Berlin, Parloa has become one of the leading SaaS platforms for Conversational AI. Our aim is to build the most comprehensive solution in this sector for enabling every company in the world to have better automated conversations with their customers on phone, chat and voice.

Director Customer Experience (Customer Success, Professional Services, Partner Delivery & Support)

Pavilion

Pavilion was founded in 2016 as a support network for revenue leaders. Since opening the first chapter in New York City, they've grown into an international center providing peer-to-peer connection, training and development, and career resources for all high-growth professionals. The team at Pavilion is always imagining new ways to help current and future leaders unlock and achieve their professional potential.

Member

Workpath

Workpath enables leaders and teams to adapt their strategic focus, organizational structures, and resources faster to the market environment. Resulting from this, organizations gain the much needed speed and adaptability to transform into agile network organizations, empowering them to sustain in today‘s complex and dynamic business and work environment. This is achieved through Workpath‘s strategic operating software consisting of workflow and analytics tools as well as an all-in-one enablement solution.

Director Customer Success (Customer Success, Consulting & Support)

Productsup

As of July 2022, Productsup’s Solutions organization consists of 60 team members across North America, Europe, India and Australia. The team structure was revised in January 2021 in an effort to enable the team to scale amidst big company growth, and the individual team members to have a clearer career path. In preparation for the restructure, we launched a professional service pricing, second level support system and a channel creation hub in India, which we successfully transferred to the Product team in early 2021. All post-sales activities are coordinated by the teams Technical Support, Implementation, Managed Service, Client Success, Documentation and the Academy, which is responsible for training for partners, clients and employees. The overall team has a constant high job satisfaction score and a culture of support and empowerment between its members, enabling them to deliver A-class service to Productsup’s customer base.

SVP Client Solutions (Customer Success, Professional Services, Enablement & Support)

VP Client Solutions (Customer Success, Professional Services, Enablement & Support)

The specialization in Account Management gave me the chance to focus on moving from a reactive approach to a proactive one. I created processes, SPOs and email templates. By moving the global team to Zendesk and synchronizing it with Salesforce, I created visibility on client issues across teams. By growing the team in Australia I established a 24/5 support system.

Head Of Account Management

While onboarding and supporting new clients, I led a team of eight Account and Integration Managers in Germany and the US. I developed a feedback process as well as satisfaction survey for my team. To streamline the work between Sales and Solutions, I created a handover process and trained the global teams on it.

Client Success Manager

In addition to my support tasks, I supported our Sales team during customer  acquisitions, planned product improvements with our Engineering team and hired new Account Managers, fully owning the recruiting process. I coordinated the development of an in-house accounting software and managed the creation and tracking of client invoices.

Senior Account Manager

Being the very first hire to support long-term customers, I set up the company’s first ticketing system, started an internal and external knowledge base and created a training script for new clients for enabling them on our SaaS platform.

Account Manager

Deutsches Herzzentrum Berlin (DHZB)

- Supporting the quality management team during the renewal of the KTQ-certificate
- Survey on satisfaction of patients
- Feedback management
- Insights into different departments such as controlling, documentation, and reporting for health insurances
- Bachelor thesis on patient satisfaction, and conception of a new satisfaction questionnaire

Intern Quality Management

- Evaluation of online performance and print activities
- Creation of case studies
- Support in creation of business plans
- Conception of presentations for the sales team
- Maintenance and adjustments on websites
- Maintenance of content data base
- Communication with the Spanish headquarter and partners in India

Marketing Assistant

Leading, growing and mentoring global teams in the areas customer success, professional services, technical support and enablement. Passionate about all things data, complex technology, AI, revenue architecture and SaaS.

I strongly believe that satisfied, driven, and smart customer-facing teams are key to customer success. This is why, as a manager, I aim to build and nurture dynamic teams by identifying and leveraging individual strengths and encouraging the free flow of ideas. I am dedicated to creating an environment which provides people with the freedom to be themselves, and am a firm believer in transparency, honesty, kindness, mentorship, and growing as a person by discovering challenges outside of your comfort zone. Constantly learning from the people around me, and to seeking inspiration from the way they see the world keeps me growing and moving forward.

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