LEONIE HERTLING
Melbourne,Australia
Summary
Curious, organized, and energetic professional with a background in media, communications, operations management, and technical implementations. Brings a strategic and commercially minded approach to work. Currently leading the customer success function in a startup environment, excelling at building and maintaining strong customer relationships. Passionate about working for a company that aligns with values and prioritizes customer centricity. Firm believer in the importance of listening and complete honesty for successful customer relationships. Emphasizes transparency and alignment for building strong connections. Enjoys developing accurate and efficient systems and processes. Eager to contribute to a strong product and intentional team, utilizing skills to their fullest potential.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior Manager of Customer Success
Hayylo Inc.
08.2023 - Current
- Developed and maintained an organized database of customer information, establishing playbooks and processes
- Improved NPS by 28 points in one year
- Grew 2M portfolio by 8% in one year
- Developed and implemented customer success plans that increased adoption and usage of the product by 12% in one year
- Developed and delivered customer success training programs to help customers minimise time to value, increasing ROI and supporting change management
- Collaborated with internal teams to define customer success metrics and measure customer success
- Provided strong leadership to enhance team productivity and morale.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
Customer Success Manager
Chainalysis Inc.
03.2022 - Current
- Driving customer adoption, integration, expansion and growth by facilitating on-chain analytics to private sector crypto businesses
- Portfolio of 2.5 million ACV, (35 customers)
- Supporting clients within the DACH market in local language and with sensitivity for german corporate culture
- Managing renewals and maximizing up-sell opportunities across the market
- Lead a team of co-workers through a scalability and automation project to help scale the CS team to maximise capacity for maximum ROI
Senior Customer Success Manager DACH
Sendcloud B.V.
06.2021 - Current
- Managing a portfolio of 90 mid market clients, aiding in adoption retention and strategic decisions
- Growing portfolio by an average of 15% each quarter
- Project lead- GainSight implementation
- Building a CSM tool to use data driven processes for sustainable commercial decisions, increasing retention and identifying growth opportunities for business clients
Customer Success Manager DACH
Adyen B.V
03.2020 - 06.2021
- Managing portfolio of 25 enterprise clients, including client such as BMW, Nikon
- Assisting with technical integration and communication and authorization optimization
- Broadening the service to Mid-Market Merchants to ensure proactive relationship building
- Specialization in Customer on-boarding, KYC and compliance services for physical and virtual payment environments
B2B Communications Coach and Account Planning Specialist
Tricycle Europe
08.2019 - 02.2020
- Analyzing sales and marketing reports to uncover potential for growth and business development and implementation of programs
- Project delivery in accordance with budget and deadlines
- Client facing ongoing support for existing clients - account managing Citrix(EMEA) and Canon(Germany)
- Strategy development to meet KPIs and reporting needs
- Tailoring and executing Individually curated coaching programs for clients such as Citrix, Canon, Microsoft, Mondi Group and Accenture - specializing in content and account planning in EMEA region
Education
Bachelor of Arts - Art History, Media and Communications, Project Management
University of Melbourne
12.2013
Skills
- Customer Success Framework Establishment
- IT Implementation and Change Transition Management
- Customer Experience Strategy
- Relationship Management
LANGUAGES
English
German
Certification
- Chainalysis Cryptocurrencies Fundamentals Certificat
- Chainalysis KYC certificate
- Certificate of Staff Management
- Sandler Customer Success Management Certificate
- Certificate in Justice HarvardX
Timeline
Senior Manager of Customer Success
Hayylo Inc.
08.2023 - Current
Customer Success Manager
Chainalysis Inc.
03.2022 - Current
Senior Customer Success Manager DACH
Sendcloud B.V.
06.2021 - Current
Customer Success Manager DACH
Adyen B.V
03.2020 - 06.2021
B2B Communications Coach and Account Planning Specialist
Tricycle Europe
08.2019 - 02.2020
Bachelor of Arts - Art History, Media and Communications, Project Management
University of Melbourne
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