Salesforce
Stefan Panzer
Customer Experience Executive
Brisbane,QLD
Summary
Close to 1.5 decades of experience in high performing Global Customer and Partner Experience with expertise in Change Management, Conflict Resolution Management, Customer Retention, Adoption, Implementation, Partner Management and Software as a service technology.
I have build and lead successful teams of up to 60 professionals across 3 continents and have worked extensively with Startups to Fortune 500 companies in multiple industries, increasing their efficiencies and improving their go-to-market strategies, creating a return on investment in the millions for customers and employers, while having contributed to vibrant and successful careers of multiple professionals.
I possess a 482 Skill Shortage Visa, qualify for Permanent Residency and would require sponsorship.
Overview
19
19
years of professional experience
7
7
years of post-secondary education
9
9
Certificates
3
3
Languages
Work History
Director of Customer Success - APAC
Skedulo
Brisbane, QLD
02.2022 - 12.2022
- Leading and coaching team of 7 Customer Success Managers (CSM)
- Achieved Net $ Retention of 108% and adoption goal over past 4 quarters
- Launched and executed Process Hackathon for entire CX department which created higher level of efficiency to drive mentioned retention and adoption goals
- Introduced Change Management practices to reduce churn by 40%
- Creation of 3 User Groups to reduce basic queries to CSM by 30% and encourage drive for customer community to enable each other.
- Built and lead adoption of Global Customer Onboarding Process to increase renewal term length by 50% in first contract year
- 30% of Quarterly Net New Revenue closed through upsells
Business Architect
Salesforce
Brisbane, QLD
02.2021 - 02.2022
- Establish mutually beneficial relationship with Field Service & Maps product owners and stakeholders and collectively increased pipe by $3 Million
- Collaborate with the Technology, Marketing & Product teams, and Customers to execute early adopter program
- Lead Field Service & Maps Ambassador program to scale expertise across the business
- Design Field Service/Sales based solutions using Salesforce technology for common customer use cases
- Lead office hours, formal presentations, seminars and other learning events tailored to field delivery stakeholders (advisory, delivery, GTM, etc.) to showcase Field Service & Maps customer use cases and reference architectures
- Provide ad hoc subject matter expertise as warranted via customer needs and business demands including but to limited to practice operations, pre-sales support, field assistance, etc
- Directed and led documentation of business requirements, functional specifications and other client deliverables
Principal Implementation Consultant
Salesforce
Brisbane, Qld
05.2020 - 01.2021
- Customer Success Leader for APAC
- Owned all Salesforce Maps and Territory Planning Implementations in APAC
- Enabled AE's in how to sell Implementation Packages
- Owned all post-sales engagements for APAC
- Enabled broader delivery team in technical Maps functionalities
- Migrated 50 APAC Customers from MapAnything to Salesforce Maps
- Successfully implemented with large reputable customers including Lactalis, News Corp, etc...
- Increased revenue for services by 90%
- Average post implementation efficiency increase of 0ver 1500%
Principal Customer Success Manager
Salesforce
Brisbane, Qld
04.2017 - 05.2020
- Developing strong networks and building relationships with sales team to increase package sales and grow customer engagement
- Creating governance structure and change management models within corporations to increase user adoption
- Mentoring and coaching new hires and graduates and providing ongoing development and training
- Co-hosting getting started events for new customers and initiating internal and external events to build cross functional team collaboration and build deep relationships with existing clients
- Management and launch of self-sufficient user groups
- Design, develop and deliver workshops around Adoption, Change Management and Governance
- Member of Employer Branding and Hub Leadership Teams and Advisory Council Member
- Instrumental in building and sharing trusted relationships with large reputable customers including Allan Gray, Travelstart, Old Mutual, Woolworths, Jägermeister, Scout24, Thermomix, and Flight Center
- Lead 'success goes social' project which resulted from changing GDP compliance regulations and not being able to deal directly with customers to safeguard business from financial penalties. Engaged with senior stakeholders to get buy in and endorse pilot (which was later adopted across EMEA).Resulted in safely engaging with customers to boost engagement and see sales growth
- Created 5 User Groups in multiple countries which have grown to over 1000 users
- Successfully initiated pilot program to ensure customers were educated on new product releases (3 new releases annually) - Hosting release trivia quizzes in social atmosphere to network and learn in entertaining way. This initiative has been adopted in EMEA
- Customer engagement growth of 40% by focusing on enablement and supporting customers dependency as once product knowledge enters business, are empowered and less likely to attrite. This also led to 2% improvement in attrition
- Recognized best newcomer from Salesforce Germany for 2017.
Manager, Customer Success, European Accounts
Yelp
Dublin, Ireland
07.2015 - 07.2016
- Team development: Coaching, Training, 1:1's, team meeting, implementation of new procedures & finding individual strengths
- German market account retention through team accountability, leveraging metrics, forecasting, quarterly planning and goal setting
- Recruiting, hiring, dismissing & employee development
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Broke international churn record
- Successfully managed 2000 Accounts over 5 CSM's
Customer Success Manager
Yelp
Dublin, Ireland
09.2014 - 06.2015
- Managed book of business with revenue retention and growth in mind, while providing exceptional product enablement
- Proactively manage advertising packages to ensure overall average ROI increase of 30%
- Partner with sales team to ensure clients are receiving proper program expectations which reduced onboarding cancellations by 70%
- Pursued upsell opportunities by showing value of advertising program and broke upsell record
- Actively communicated between customers and finance team to collect and resolve all outstanding payments and subscription fees.
Sales & Marketing Manager
Stable Marketing
Cape Town, South Africa
12.2008 - 09.2014
- Owned Marketing & Sales of the Company’s direct sales division with added installation and maintenance services offered which counteracted the economic downturn of 2008
- Developed strategy & selection of media & marketing implementations
- Introduced own promotion concepts to increase pipe by 10%
- Executed and monitoring of Staff responsibilities and human resource management of up to 50 employees
- Recruited, Hired & dismissed multiple employees
- Imported of Brands for South African market such as: Bolon, Leifheit, Redwell, Akzo Nobel.
Intern
Scheucher Holzindustrie
Graz, Austria
06.2010 - 11.2010
- Interned to acquire greater knowledge for selection and construction of products to be as best equipped in offering a greater sales experience to clients
- German Customer service
Customer service
Forwardslash
Cape Town, South Africa
01.2009 - 03.2010
- Customer Service online gaming industry.
Co-founder - Beverage & Event Manager
Dance Clubs
Cape Town, South Africa
03.2005 - 01.2009
- Oversee events and bar proceeding within Dance Club
Bar & Events Manager
Bikini Bar
Cape Town, South Africa
10.2005 - 01.2006
- 10% owner of Bikini Bar, portable beach bar with its concept still in existence today
- Due to gap in market were able to cater controlled environment for college and school graduates in town known for celebratory activities
- Through acquisition of various sponsorships of big radio networks, sports and beverage brands catered to huge clientele for one season.
Education
Certificate - Business Psychology
University of Essex
Essex, UK 1 2018 - 1 2019
National Diploma - Business Management
Cape Peninsula University of Technology
Cape Town, South Africa 02.2005 - 11.2009
Certificate - Mechanical Engineering
Northlink College
Cape Town, South Africa 01.2007 - 11.2008
Skills
Change management
Certification
Certified Change Management Professional (CCMP)
Software
Looker
Pendo
Photoshop
G-suite
Gainsight
Slack
Zoom
Interests
Psychology
Philosophy
Golf
Bio Hacking
Reading
History
DEIB
Timeline
Director of Customer Success - APAC
Skedulo
02.2022 - 12.2022
Business Architect
Salesforce
02.2021 - 02.2022
Principal Implementation Consultant
Salesforce
05.2020 - 01.2021
Principal Customer Success Manager
Salesforce
04.2017 - 05.2020
Manager, Customer Success, European Accounts
Yelp
07.2015 - 07.2016
Customer Success Manager
Yelp
09.2014 - 06.2015
Intern
Scheucher Holzindustrie
06.2010 - 11.2010
Customer service
Forwardslash
01.2009 - 03.2010
Sales & Marketing Manager
Stable Marketing
12.2008 - 09.2014
Certificate - Mechanical Engineering
Northlink College
01.2007 - 11.2008
Bar & Events Manager
Bikini Bar
10.2005 - 01.2006
Co-founder - Beverage & Event Manager
Dance Clubs
03.2005 - 01.2009
National Diploma - Business Management
Cape Peninsula University of Technology
02.2005 - 11.2009
Certificate - Business Psychology
University of Essex
1 2018 - 1 2019
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