Katharina Hilbig
Gorokan,Australia
Summary
Driven Customer Success Manager with proven record in enhancing customer experience and fostering strong relationships. Skilled in leveraging CRM tools to manage accounts, forecast growth, and track customer interactions. Demonstrated ability to lead cross-functional teams toward achieving key performance objectives while maintaining high levels of customer satisfaction. Proven success in implementing strategies that improve client retention rates and promote substantial business growth.
Overview
7
7
years of professional experience
Work History
Customer Success Manager
Braze
Sydney, NSW
08.2022 - Current
- Established relationships with key stakeholders within the organisation to ensure successful outcomes for customers.
- Developed customised solutions that meet specific business requirements of enterprise and mid-market clients.
- Built strong partnerships between departments across the organisation in order to provide seamless support services for customers.
- Managed escalations from customers while ensuring a positive experience throughout the resolution process.
- Developed and implemented customer success strategies for enterprise and mid-market clients.
- Provided strategic guidance on product usage and best practices to maximise customer value.
- Managed and maintained a portfolio of key accounts, fostering long-term relationships.
- Collaborated with sales team to develop and execute account plans for key accounts.
- Resolved complex technical issues related to software implementation or use.
- Participated in client meetings, workshops, and other events as required.
- Demonstrated and explained product features and benefits to overcome customer objectives.
- Monitored customer health scores, proactively addressing concerns to prevent churn.
- Conducted regular business reviews with customers to understand their needs and adjust strategies accordingly.
- Utilised CRM tools to track customer interactions and report on progress towards goals.
- Advocated for customer needs within the organisation, driving product improvements.
Onboarding Specialist
Aircall
Sydney, NSW
06.2021 - 08.2022
- Implementation and Project Management of mid market and VIP Clients
- Analytics and solutioning of product related challenges including Integrations, Call Quality and Number Porting
- Liaising with key stake holders in customer businesses to ensure smooth execution and Go-Live
- Creation of client Feedback loops to drive improvement of Process and Product
- Internal Project to solve CSAT related challenges and improve the Survey in order to achieve higher participation rate
- Training and process introduction of new Employee's
- Internal process optimisation to improve workflow and customer experience.
Onboarding Specialist
HungryHungry
Sydney, NSW
07.2020 - 05.2021
- Post-Sale, onboarding, retention and performance management of SMB and Key client accounts for HungryHungry
- Problem solving/ticket resolution for technology or product-related issues or bugs
- Weekly revenue monitoring and outbound contact to performing and non-performing client accounts
- Training customers in backend Handling
- Working and communicating with several POS Vendors (Integrations)
- Upselling, cross-selling and growth strategy planning for existing clients
- Training and Process Introduction of new Employee's
- Internal Process Optimisation to improve workflow and Customer Experience.
Digital Marketing Specialist & Account Manager
Green Web Marketing
North Sydney, NSW
03.2019 - 11.2019
- Negotiation and settlement of spend contracts with new and established clients
- Managed ongoing invoicing and communications between clients and the business
- Delivery of high level reporting and spend analysis
- Planning and execution of link building
- Development and implementation of digital marketing strategies and campaigns
- Managing and analysing ongoing campaigns with Google Analytics
- Management of Google Advertising campaigns with Google AdWords
- Creating concepts for Facebook advertisement, content research for social media marketing
- On-site implementation of keyword concepts with CMS
- Design and implementation of landing pages.
Digital Account Manager
Advisible
Sydney CBD, NSW
12.2019 - 07.2019
- Development of digital marketing strategies for new and established clients
- Developing new opportunities with clients to drive successful campaigns
- Sales: outbound sales, upselling, cross selling
- Account management: review of existing client campaigns with monthly reporting and feedback
- Building Google Ads and creation of social media campaigns from scratch
- Meeting service KPIs: customer satisfaction score, face-to-face meetings, new and existing client liaison
- Delivery of high level reporting and spend analysis
- Negotiation and settlement of spend contracts with new and established clients.
Customer Service & Digital Marketing Professional
Vitamaze GmbH
Heidelberg, Germany
05.2018 - 09.2018
- Website and link maintenance for key accounts
- Optimising Facebook advertisement and Instagram content
- Invoicing and external communications for existing clients
- Onboarding and settlement of new clients
- Development and implementation of additional products for online retail
- Responsible for Content Management System (CMS).
Assistant Project Manager
CMF Advertising GmbH
Frankfurt, Germany
04.2017 - 05.2018
- Brand concept development and creation for international clients
- Spend strategy research and development
- Managed key social media accounts and influencer partnerships for the business
- Developing concepts for influencer marketing
- Creation of a new company blog
- Content management social media
- Proposal and implementation of marketing budgets for new and existing clients.
Education
Bachelor of Arts - Digital Communications And Media
Hochschule Mittweida-University of Applied Science
Germany03-2018
Skills
- Trouble Shooting for technical issues
- Customer Advocacy
- Customer Retention
- Stakeholder Management
- Revenue Growth
- Report Analysis
- Client Relations
- Strategic Planning
- CRM Software (Braze)
- Catalyst
- Hubspot CRM
- Mondaycom CRM
- Salesforce CRM
- Aircall
- Ordermate POS
- Doshii
- IdealPOS
- ImPOS
- Square
- B2B relationship management
- Sales
- SEM and SEO processes
- Google Analytics
- Search Console
- Google Ads (Certified)
- Facebook Business Manager
- Social Media content creating
- Mail and Social Media marketing
- Microsoft Office Suite
- Adobe Creative Cloud (Photoshop, Premiere, Acrobat, etc)
- Public Relations and Content Promotion
- Content Management System (Wordpress, Joomla, Shopify)
- Salesforce
Interests
Horse riding - show jumping and equestrian, Wine making, Skiing, Camping
Linguistics
- German, Native fluency
- English, Professional working fluency
- Spanish, Competency
Personal Information
Visa Status: Permanent Resident
References
Available on request
Timeline
Customer Success Manager
Braze
08.2022 - Current
Onboarding Specialist
Aircall
06.2021 - 08.2022
Onboarding Specialist
HungryHungry
07.2020 - 05.2021
Digital Account Manager
Advisible
12.2019 - 07.2019
Digital Marketing Specialist & Account Manager
Green Web Marketing
03.2019 - 11.2019
Customer Service & Digital Marketing Professional
Vitamaze GmbH
05.2018 - 09.2018
Assistant Project Manager
CMF Advertising GmbH
04.2017 - 05.2018
Bachelor of Arts - Digital Communications And Media
Hochschule Mittweida-University of Applied Science
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