Google Drive (Docs, Sheets, Slides, Forms)
Valerija Radicevic
Customer Success Manager
Perth,WA
Summary
Dynamic Customer Success Manager, offering expertise in technical sales, building partnerships, retaining key accounts and supporting clients on their renewable energy journey. Significant frontline customer experience with proven history of maintaining relationships with existing accounts and an excellent track record of successful proposals and product demonstrations.
Extensive work experience in hybrid roles, connecting various departments to deliver project and customer experience a company can be proud of.
Overview
14
14
years of professional experience
6
6
years of post-secondary education
2
2
Languages
Work History
Customer Success Manager
Powerledger
Perth, Western Australia
10.2022 - Current
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Engaged key client and government stakeholders in key markets.
Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues. - Provided business, technical and product knowledge in support of post-sales activities.
- Managed successful negotiation of new and long-term contract renewals with clients.
- Created customer support strategies to increase customer retention.
- Defined clear targets and objectives and communicated to other team members.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Account Manager & Technical Sales
Powerledger
Perth, WA
07.2021 - Current
- Hybrid role, connecting Business Development and Sales, Operations and Product Development
- Significant frontline customer experience, working with internal and external stakeholders at all levels
- Built and strengthened long-lasting client relationships based on customer-centered solutions and consultative selling for electricity retailers and C&I customers
- Negotiated, prepared and signed contracts with clients
- Managed delivery of technical presentations describing customized SaaS solutions for leads and prospects
- Leading product demonstrator for range of blockchain-based SaaS solution, responding to technical questions regarding implementation, e.g. API integration
- Managed technical integration, project implementation and customer support to help clients take control of their energy, while innovatively and strategically managing their renewable portfolio
- Managed client expectations on product development and new releases
- Analyzed key competitors and regulations to respond to competitive threats and changes in regulatory environments globally
- Addressed problems with accounting, billing and solutions delivery to maintain and enhance client satisfaction
- Represented company and peer-to-peer energy trading solutions at industry events
Business Analyst
Powerledger
Perth, WA
10.2020 - 07.2021
- Interacted with customers through product demonstrations to understand business needs and translate into requirements and project scope
- Assisted development team in generation of technical requirements and product documentation
- Created customized marketing materials to increase product awareness
- Followed up with customers to verify resolution of reported issues and initiated product replacement for unresolved problems
- Identified process inefficiencies through gap analysis and outlined appropriate solutions
- Managed global market research and competitor analysis in blockchain-based peer-to-peer energy trading and Renewable Energy Certificates trading, with an in-depth analysis of 15 key competitors
Project Coordinator
Aquilonis
Zagreb, Croatia
03.2014 - 06.2016
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments
- Managed costs and monitored performance to keep projects on schedule by managing deadlines and adjusting workflows
- Established rapport and engaged with stakeholders to build lasting professional relationships
- Coordinated presentations for project stakeholders to detail project scope, progress and results
- Tracked hours and expenses to keep project on task and within budgetary parameter
- Liaised between departments and internal and external project stakeholders to facilitate communication and keep appropriate parties updated on project developments
- Prepared project proposals for EU project programs
- Created tailored and specialized online learning and certification programs using Learning Management Systems
- Supported ISO 9001 certification process, including business process mapping, customer journey and user personas
Marketing Manager
Formasana
Zagreb, Croatia
09.2011 - 03.2014
- Delivered company's bespoke e-commerce and corporate website
- Managed custom ERP integration for e-commerce - delivered on time and within budget
- Managed company's first social media campaigns to promote sales and brand engagement
- Boosted brand awareness and managed marketing campaigns for 15 European brands simultaneously
- Assessed marketing copy and final designs and compared with established brand guidelines
- Managed and participated in promotional activities and trade shows, working with in-house designers and regional managers, to engage with medical community
- Generated reports detailing campaign performance, customer engagement and market trends and presented results at international sales & marketing meetings
Education
Master of Arts - International Relations
University of Western Australia
Perth, Western Australia 07.2016 - 12.2018
Master of Arts - Sociology
University of Zagreb
Zagreb, Croatia 09.2002 - 12.2012
Skills
Account management
Customer Rapport
Client Development
Team Training
Customer Relations
Retention strategies
Technical Writing
Presentation ability
Product and Service Knowledge
Consultative sales
Product Demonstrations
Software
MS Office (Word, Excel, Power Point, OneNote
Timeline
Customer Success Manager
Powerledger
10.2022 - Current
Account Manager & Technical Sales
Powerledger
07.2021 - Current
Business Analyst
Powerledger
10.2020 - 07.2021
Master of Arts - International Relations
University of Western Australia
07.2016 - 12.2018
Project Coordinator
Aquilonis
03.2014 - 06.2016
Marketing Manager
Formasana
09.2011 - 03.2014
Master of Arts - Sociology
University of Zagreb
09.2002 - 12.2012