Archlet

You cannot expect to hand over a piece of software and the intended user just takes it and can use it immediately. Users have to handle their day-to-day, have been faced with many other technological tools - some better, some worse - and are often left alone with figuring out how to handle yet another tool. That's where Customer Education steps in and tries to ease the burden on users. 
In my role at Archlet, work on establishing new processes for different user types to help them with adopting Archlet and knowing how to use it in their daily work to get results quickly. As such, I look after several channels to support our users: our help center, our online training, our live trainings and webinars, user chat and automated onboarding messaging.

Customer Education

BRYTER

Head of Customer Education

At BRYTER, my role is all about enabling experts to scale their knowledge and ultimately transform their business through decision automation. 
Drawing on my academic background, I accompany and support customers on their digital transformation journey through technical support and training.
Working closely with customers, I ensure they are satisfied with the services they receive and strive to optimize their user experience.

Customer Success and Education Manager

Technische Universität Darmstadt

Accompanied and supported the roadmapping process „Cybersecurity Research: Challenges and Course of Action“ of the BMBF-sponsored project secUnity. 
Assisted and taught several lectures (Digital Business, Decision Support Systems, Social Network Analysis). 
Interviewed dozens of executives and owner-managers in SME to understand and analyze how they invest in IT security measures. 
Pinpointed the influence of a status quo bias in Software-as-a-Service vs. on premise adoption decisions. 
Worked simultaneously in several research projects and collaborated successfully with various researchers. 
Supervised various student theses and practical courses. 
Learned A LOT about research, self-management, results communication, and project management.

Research and Teaching Assistant

Salesforce

Made it to Sales Rep (DACH region) in 2/3 of the regular time. 
Qualified business prospects across industry sectors and talked with many startups.
Particularly enjoyed identifying the pain points and demonstrating how Salesforce could help mend them.
Achieved monthly quotas of qualified opportunities.
Collaborated with marketing and engaged with account executives to achieve better lead quality and conversion.
Became a trusted resource for internal and external contacts.

Sales Development Representative DACH ESMB Market

Researched and understood company structures, organizational charts and business lines.
Worked in a multinational, agile, and fast-paced environment.
Identifed and understood (potential) customers’ needs and business issues.
Built long-lasting work relationships.
Supported marketing and sales teams across various sales campaignss
Met and exceeded required KPIs and targets.

Customer Intelligence Analyst

Pretty Simple

Engaged with customers. 
Analyzed patterns and trends in customer requests and needs to inform other departments. 
Worked trilingually. 
Used Zendesk and improved customer support tools and processes.
Understood the social game environment and learned about payment models.
Contributed to constructing a community of players around the globe.

Intern Community Management Bilingual English/German

University of Ulm

Prepared and ran weekly tutorials relating to managerial accounting. 
Developed a taste for teaching.
Guided  students and learned how to engage listeners and nurture participation.

Tutor in Management Accounting

International Office of Ulm University

Advised international and German students.
Helped with supervision and event planning of an international summer school
Developed an interest in higher learning environment across nations and cultures.

Student Assistant at the International Office

Daimler AG

Used several reporting tools and delivered weekly reports for managerial accounting of production material.
Was given the chance to work on a research project to enhance the acceptance and adoption rate of a new reporting tool for several teams.
Trained other interns after a month on the job.
Learned how to set (personal, career, etc.) goals and how to achieve them.
Acquired some bad-ass PowerPoint skills.

Intern Managerial Accounting

Universität Ulm

Provided guidance and counseling for German and international Business Students.
Learned how to work with Typo 3.

Student Assistant at the Business Student Advisory Service

Ran weekly tutorials. Enjoyed the thrill of teaching.

Macroeconomics Tutor

At Archlet, we support procurement professionals to make holistic sourcing decisions. With the Archlet App, our users can take advantage of user-centric sourcing, analytics, and optimization capabilities to make better decisions faster.

As part of the Success team, my role has a strong education and experience focus. The end goal is always to ensure the quickest time-to-value possible for our customers and support them during their digital transformation journey.  As such, I'm creating our educational resources and fine-tune our adoption roadmap to empower our customers while unburdening our Customer Success & Support team.

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