Katharina Hilbig
Gorokan,Australia
Summary
Dynamic Customer Success Manager at Braze with a proven track record in client retention and strategic planning. Expert in CRM software and stakeholder management, I drive revenue growth by developing customised solutions and fostering strong partnerships. Adept at analysing customer data to enhance satisfaction and prevent churn, ensuring long-term success for key accounts.
Overview
9
9
years of professional experience
Work History
Customer Success Manager
Braze
Sydney, NSW
08.2022 - Current
- Developed and implemented customer success strategies for enterprise and mid-market clients.
- Established relationships with key stakeholders to drive successful outcomes for customers.
- Manage a high-value portfolio of enterprise and mid-market clients, specialising in fintech partners such as mortgage lenders and instant payment providers to drive platform adoption and ROI
- Tracked customer health scores and resolved issues to enhance retention.
- Conducted regular business reviews to understand customer needs and refine strategies.
- Provided strategic guidance on product usage and best practices to maximise customer value.
- Built strong partnerships between departments across the organisation in order to provide seamless support services for customers.
- Collaborated with sales team to develop and execute account plans for key accounts.
- Managed customer escalations, ensuring positive experiences during resolution.
- Resolved complex technical issues related to software implementation or use.
- Analysed customer data to identify trends, issues, and opportunities for improvement.
- Advocated for customer needs within the organisation, driving product improvements.
- Developed customised solutions that meet specific business requirements of enterprise and mid-market clients.
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 Account Manager
Advisible
Sydney CBD, NSW
12.2019 - 06.2020
- 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.
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.
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
- Customer advocacy
- Client retention
- Strategic planning
- Stakeholder management
- Revenue growth
- Report analysis
- Expertise of digital wallet ecosystems, and financial marketplace dynamics
- Artificial intelligence
- Machine learning
- Reinforcement learning
- Predictive modeling
- Client relations
- CRM software proficiency
- Project management tools
- Salesforce expertise
- B2B relationship management
- Sales strategies
- Microsoft Office Suite proficiency
- Negotiation
References
Available on request
Linguistics
- German, Native fluency
- English, Professional working fluency
- Spanish, Competency
Personal Information
Qualifications & Education
other
Interests
Horse riding - show jumping and equestrian, Wine making, Skiing, Camping
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 - 06.2020
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