Identity & Access Management/L1,L2&L3 Support/Customer Success/Presales Consultant/Software Tester

5/2023 – 2/2024

• Co-Management of a team of 10 non experienced and experienced CSMs.
• Create and lead roadmap forecasting of Support opportunities, including colleague training, Processes Design and improvement, and new hires onboarding.
• Responsible for mid-year performance reviews as well as tracking individual team member KPIs.
• Created a process for bi-weekly retention meetings attended by Customer Success Manager, Account Manager and Enablement Team, resulting in strategies to increase Customer Engagement and Retention.
• Helped in Gainsight implementation for CSMs.
• Participate in sales calls with Account Managers, Stakeholders at multiple levels of organization and Partners to support the technical sales agenda and enhance the customer experience as part of an agile team (10 people).
• I am still managing a book of 44 Enterprise Agreement Accounts.
• Manage accounts and maintain NRR (Pharma, Oil & Gas, EPC, PowerGen and Pulp & Paper Industries) with an Annual Recurring Revenue (ARR) of 20 million €, by creating and executing success plans and support in customer in five areas: onboarding, deployment, adoption, expansion and renewal.
• Collaborate with assigned Account Executives on renewals and general Up-sells and Cross-sells opportunities.
• Identity & Access Management. Design and implementation of concepts according to customer requirements with a focus on the One Identity IAM Platform.
• Configuration and Customization of IAM Components with User & Role Administration
• Build and maintain strong customer relationships and increase retention to become a trusted partner and consultant.
• Understand the customer's goals, initiatives, products and the value that they realize from our software, services and the overall relationship.

Projektmanagement (IT), 2nd & 3rd Level Support, CRM (Customer Relationship Management)

1/2022 – 5/2023

• Participate in sales calls with Account Managers, Stakeholders at multiple levels of organization and Partners to support the technical sales agenda and enhance the customer experience as part of an agile team (15 people).
• Manage accounts (Pharma, PowerGen and Pulp & Paper Industries) with an Annual Recurring Revenue (ARR) of 10 million €, by creating and executing success plans and support in customer in five areas: onboarding, deployment, adoption, expansion and renewal.
• Sending quotations and Annual Recurring Revenue Renewals of approx. 10million € yearly within Salesforce and driving ARR growth by > 10% yearly.
• Build and maintain strong customer relationships and increase retention to become a trusted partner and consultant.
• Understand the customer's goals, initiatives, products and the value that they realize from our software, services and the overall relationship.
• Manage accounts by creating and executing success plans and success stories through proactive engagements.

Tools & Software: Salesforce, Coveo Salesforce, Microsoft Office, PowerBI, Scrum

Account Management, After sales management, Postsales

8/2020 – 12/2021

• Participate in sales calls with Account Managers, stakeholders and Partners to support the technical sales agenda and enhance the customer experience as part of an agile team (20 people).
• Deliver story-driven demonstrations that showcase the broad scope of OSIsoft’s PI System products and technologies, including emerging technologies (Cloud, IoT, SaaS, Analytics, AI and Machine Learning).
• Plan and conduct tactical and mid-level business, discovery and technical workshops such as the PI Planning Workshop and PI System Jumpstart Workshops with support from the Success Services Teams.
• Support the Proposals Team to respond to RFIs and RFPs.
• Produce Customer case studies and document all customer interactions within the related sales opportunities in Salesforce.
• Collaborate with Customer Success Managers and Success Services Team to ensure that the post-sales services/implementation are aligned with the technical solutions that were proposed during the pre-sale stages.
• Collaborate with the Engineering Deployment and Performance Guild to ensure that customer requirements and proposed technical solutions are aligned with our product guidelines and capabilities

Tools & Software: OSIsoft Software (PI System, PI Vision, etc..), Salesforce, Microsoft Office, Webex, OSIsoft Cloud, Azure.

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