Karina Batnes
Summary
Trusted advisor for building relationships, driving adoption, and empowering customers to achieve their goals. I am a highly professional, dedicated and result-driven team player with extensive customer success and sales management experience. I am passionate about developing and driving innovative business solutions and improvement projects, and have a proven customer success record. Throughout my career I have held roles in customer success and sales, managing diverse portfolios and building strong client relationships through a personalised approach. I am an excellent communicator with a proven track record of implementing client success and engagement plans, business development and assessing account expansion opportunities. As demonstrated throughout my previous roles my key strengths are in customer relationship management, customer retention, revenue growth, forecasting and creating effective business strategies.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Lead Account Manager, Enterprise
Culture Amp
06.2021 - Current
- Strategic APAC customer engagement and growth focussed role - responsibility for customer retention for over 100 enterprise organisations
- Consulting on business strategy and how the Culture Amp platform can benefit and add value to the organisation
- Cross-sell responsibility for other products within our platform
- Close liaison with Customer Success and People Science in ensuring 100% customer satisfaction of the product and service
- Working closely with legal, rev ops, procurement and security in establishing a win-win solution
- Managing upgrades and expansions both locally and globally
- Identified opportunities to engage and deliver the most suitable method of implementation of product and services
- Large Enterprise level, complex deals won against traditional consulting models.
Account Executive APAC
Navan
02.2019 - 06.2021
- Pipeline generation, and closing net new customers
- Present TripActions' value proposition and solutions using value-based sales approaches and techniques
- Build relationships with all levels of customer organisation, including C-suite, HR, Finance, Procurement and Travel Managers
- Collaborate and lead the successful execution of total sales cycle; consultations, demos to educate customers, create value, solve problems, through to contract negotiation + close
- Partner with Customer Success to ensure the successful onboarding and launch of new customers
- 1st Account Executive on the ground in APAC
- Closed 61 new customers - totalling AU$60+m in TBUM (travel budget under management), such as Siteminder, Airwallex, Adaptovate, and Nepean
- Consistent performer, Top-performing AE in sales organisation on recurring basis
- Managed, along with Customer Success, the training, onboarding and launch of customers with complex global requirements.
Sales & Customer Success
Fraedom
08.2016 - 02.2019
- Voice of the customer and influence product development roadmap
- Navigate multiple stakeholders for customers to uncover upsell opportunities
- Driving product solution adoption for a portfolio of 40+ customers, and revenue reporting on said customers
- Responsible for winning profitable new accounts for Australia
- Building a strong pipeline of Expense Management opportunities in NSW and QLD
- Presenting to customers and executive-level prospects in a highly effective manner
- Developed a strong understanding of FinTech space and selling SaaS solutions
- Revenue growth and increased adoption of existing customers
- Increased my professional network and relationships across prospects, existing customers, and strategic partners
- Strategically improved customer satisfaction through effective joint business planning
- Acknowledgement from Exec team, as well as prospects/clients, of trust, satisfaction, professional and reliable customer engagement, and industry knowledge.
Client Manager
HRG
03.2016 - 08.2016
- Responsible for driving new business, ensuring delivery of Best Practice travel solutions, promoting both HRG's proprietary and third-party travel software
- Partner with Customer Success on all customer retention bids
- Increased pipe significantly in the NSW market
- Customer retention.
Sales Manager
BCD Travel
05.2012 - 03.2016
- Promoting the BCD Travel solution, with both PTY and third-party travel software
- Meet and exceed sales targets with a consultative approach
- Develop and implement annual sales plans in support of organisational strategy and objectives
- Develop pipeline of qualified leads and ensure thorough prospect identification and market penetration for major accounts in NSW
- Monitor competitor products, sales and pricing activities and make adjustments in sales approach to maintain a leadership position
- Assure quality responsiveness and strategic approaches to new business development
- Support Company and regional initiatives
- Built and nurtured relationships with key stakeholders in large market accounts across NSW
- Successfully managed account wins; from prospecting stage, through to RFP, presentation, negotiation and implementation
- Consistently reached sales targets
- Established and maintained relationships with industry influencers and key strategic partners.
Director of Business Development | Customer Success
Shangri-La Group
03.2010 - 05.2012
- Managing the corporate sales team, including directing sales and training of the Corporate Sales Managers and Executive
- Hybrid team with both Customer Success and Business Development roles
- Strategic relationship management of high value, large market accounts
- Development and implementation of strategic plans to achieve budgeted room nights and revenue projections for my corporate market segment
- Regular production and revenue reporting, and ongoing demand management activity with the intent of driving improved and ongoing supplier and customer performance
- Continuously lead the sales team in implementing action plans and accomplishing sales and marketing goals
- Successfully managed a portfolio of complex customers in a profitable manner
- Strategically improved customer satisfaction through effective joint business planning
- Improved client performance management activity
- Acknowledgement from key accounts of trust, satisfaction, professional and reliable account management, and industry knowledge.
National Account Manager
Mantra Group
10.2008 - 03.2010
- Relationship building and management of existing and new accounts
- Responsible for sourcing, profiling and driving revenue to all Mantra Group brands
- Negotiating with key accounts and key market segments on a national level
- Managing negotiations that deliver the best rate and service fit between client and supplier
- Development and implementation of strategic plans to achieve budgeted room nights and revenue projections for my corporate market segment
- Regular production and revenue reporting, and ongoing demand management activity with the intent of driving improved and ongoing supplier and customer performance
- Conducting structured reviews of hotel industry/competitors, as well as clients' industries, economics and market conditions
- Improved client performance management activity
- Successfully managed a large portfolio of complex customers in a profitable manor, through negotiation of contracted hotel rates on a national level for key accounts, such as Downer EDI, QBE Insurance and JPMorgan
- Initiated and identified new business opportunities and corporate accounts, which have resulted in important and significant revenue for Mantra Group
- Secured effective planning and execution of national scheduled and customer-specific activity.
Client Relationship Manager
Showbiz
07.2007 - 10.2008
Education
Bachelor, Management in Tourism -
University of Technology Sydney
Marketing Economics, Marketing Economics - undefined
Naeringsakademiet (Business Academy)
Skills
- Solution Implementation
- Presales
- Problem Solving
- Customer Success
- Account Management
- Software as a Service (SaaS)
- Upselling strategies
- Client Relationship Management
- Sales Pipeline Management
- Revenue Growth
- Process Improvement
- Data Analysis
- Relationship Building
Websites
Certification
- Command of the Message - Force Management
- Challenger Sales - Challenger
Languages
Norwegian
Native or Bilingual
English
Full Professional
Timeline
Lead Account Manager, Enterprise
Culture Amp
06.2021 - Current
Account Executive APAC
Navan
02.2019 - 06.2021
Sales & Customer Success
Fraedom
08.2016 - 02.2019
Client Manager
HRG
03.2016 - 08.2016
Sales Manager
BCD Travel
05.2012 - 03.2016
Director of Business Development | Customer Success
Shangri-La Group
03.2010 - 05.2012
National Account Manager
Mantra Group
10.2008 - 03.2010
Client Relationship Manager
Showbiz
07.2007 - 10.2008
Bachelor, Management in Tourism -
University of Technology Sydney
Marketing Economics, Marketing Economics - undefined
Naeringsakademiet (Business Academy)
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