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Work Background
CSIS Security Group A/SCustomer Success Coordinator
Sep. 2023 - Sep. 2024Copenhagen, Capital Region, DenmarkCSIS is a leading Danish cybersecurity company that safeguards businesses from emerging threats. Our MDR service provides comprehensive threat detection, response, and remediation, ensuring our customers' digital assets remain secure. As a Customer Success Coordinator, my primary focus was driving exceptional customer experiences and ensuring their success with our company's services. Here are some key aspects of my responsibilities: • Cultivated strong relationships with over 25 MDR customers, with around 10mil DKK in ARR, while
achieving a 95% satisfaction rating.
• Served as the primary point of contact, delivering proactive support and addressing concerns
to enhance customer retention which resulted in a low churn rate of 2%.
• Tailored services to meet each customer's unique needs and business objectives.
• Consistently achieved over 90% customer satisfaction through proactive organisation of
service delivery and management meeting reviews.
• Built processes and conducted regular check-ins to identify upsell opportunities.
• Created and monitored a comprehensive customer feedback system, which resulted in the
establishment of a detailed Customer Feedback report, calculation methodologies, and
standardized procedures.
• Collaborated with cross-functional teams to champion customer needs, contributing to a 15%
increase in product satisfaction scores.
• Led initiatives to establish and expand the Customer Success department's influence and
importance within the company.
Dental MediaCustomer Success Manager
Dec. 2022 - Sep. 2023Copenhagen Metropolitan AreaDental Media was founded to create value for clinics and patients in the dental industry and be their main digital partner. Its primary role is to attract more patients, and inspire and inform them about different service offers. We measure and promote satisfaction that leads to more positive reviews, a higher number of patients and better service. My work responsibilities are as follows (but not limited to): • Led the successful implementation of the All About Smiles project across the Nordic region
achieving a 95% adoption rate.
• Successfully managed the integration of data systems like Databox, Pipedrive, and our own
API-integrated cloud-based servers.
• Utilized CRM data to create reports that effectively communicated the commercial aspects to
C-level stakeholders and clients.
• Proactively created and contributed to projects, products, and services resulting in a 40%
increase in customer satisfaction scores.
• Implemented streamlined onboarding processes and procedures, leading to a 50% reduction
in client onboarding time.
• Identified potential sales opportunities through extensive follow-up sessions with clients,
achieving measurable revenue growth and maximizing client success.
Shoreline WindCustomer Success Manager
Mar. 2022 - Mar. 2023Esbjerg, South Denmark, DenmarkShoreline is an enterprise SaaS provider of intelligent simulation and optimization solutions for project development and field operations management for wind energy assets. Within Shoreline I served as a main point of contact in representing my company's SaaS business to global companies within the Offshore wind industry My work responsibilities were as follows (but not limited to): • Maintained high levels of customer engagement and satisfaction, focusing on customer
loyalty and long-term growth.
• Managed customer communication and conflict resolution, diligently working towards
retention, renewal, and upsell objectives.
• Implemented optimization strategies and enhance existing processes, contributing to
product development through Customer Success initiatives.
• Achieved a 95% satisfaction rating across all managed accounts through consistent
communication and feedback channels.
• Effectively managed an average of 15 global accounts simultaneously, including those in the
trial and post-sale phases with an ARR of around 10 million EUR.
• Utilized extensive product knowledge to support Shorelines clients, facilitating product
utilization, delivering training, and providing guidance for large offshore projects globally.
Nano InteractiveAd Operations Manager
Jun. 2021 - Apr. 2022Nano Interactive drives business growth by using fully transparent intent data to find customers at scale across all media platforms. They were Europe’s leading provider for identity-free, live intent targeting.
I was responsible for driving business growth by using fully transparent intent data to find customers at scale across all media platforms. My work responsibilities were as follows (but not limited to): • Cooperated with the sales team to create, set up, and launch programmatic campaigns and strategies based on the client's objectives and KPIs.
• I monitored and optimised live campaigns and follow-through business trends, emphasising the advertiser's goals and objectives.
• Controlled publisher's traffic, search terms, performance and yield.
• I planned, set up and monitored the launch of paid media and optimized Search, Display and Video Advertising campaigns.
• Utilised reports to troubleshoot technical and delivery issues impacting campaigns
• Troubleshoot technical issues with programmatic deals and onsite creatives
• Recommended changes to improve operational processes, documented best practices, and further developed knowledge base and FAQs
PassendoCustomer Success Manager
Jun. 2020 - Jun. 2021Passendo is an innovative email-first ad server and SSP. They enable new revenue streams for publishers by improving campaign management and enabling ad inventory in an email to be sold in a completely new way! My work responsibilities were as follows (but not limited to): • Facilitated Client onboarding, training, and ongoing customer interaction from onboarding all the way through to post-implementation • Created client success and made it grow through assistance in the overall work, projects and service, ensuring the success and constant growth of the company and business.
• Conducted periodic client campaign health checks, educational meetings and webinars on new features and releases, as well as contributed to creating Knowledge Base and improved internal
processes.
• Helped clients leverage our product for their business success. Managed and coordinated critical issues by working with Sales and Development teams. • Served as the voice of the clients in collecting feedback to drive continuous improvement of all areas of Passendo’s technology
Sizmek by AmazonCustomer Success Manager
Nov. 2017 - Jun. 2020Belgrade Represented the main point of contact between Sizmek by Amazon and global companies, advertisers and digital agencies. My work responsibilities were as follows (but not limited to): • Communicated with global C-level stakeholders management of key accounts, ensuring
proper strategy and workflow for creation, distribution, and optimization of digital campaigns.
• Managed the complete customer lifecycle from onboarding, adoption, and expansion to
renewal. Prepared and communicated campaign insights, reporting and analysis against
performance and delivery metrics.
• Initiated and organized internal and external trainings, data analysis, on additional up-sell/cross-sell, product development and customer education.
• Multiple tier, global client management of 46 accounts over the period of 5 years (Unilever,
Tiffany and Co, Nissan, Chrysler, Disney, Bank of America), with an average ARR of around 25
million USD.
• Advised companies and agencies on additional products and features within the ad-serving
industry. By using analytics, DCO campaigns, in-stream, mobile (in-app & web), SEO/SEM,
targeting and retargeting strategies, tag and conversion management I managed to increase
upsells by 25%.
SizmekClient Service Coordinator
May. 2015 - Nov. 2017Belgrade, SerbiaSizmek by Amazon provides advertisers and agencies with solutions to create, distribute, measure, and optimize their messaging. These solutions include ad serving, creative authoring, analytics, and dynamic creative optimization solutions - to help advertisers to get the most out of their campaigns. My work responsibilities were as follows (but not limited to): • Oversaw and comprehensively managed digital campaign setups, production requests, troubleshooting cases and analytics tasks.
• Assisted corporate and agency clients with a range of advertising needs and systems, including campaign setups, obtaining creative assets, ensuring that the ads are built in time, tag/script generation and troubleshoot changes to set proper client expectations.
• Following in-depth campaign analysis, creative optimizations, strategy changes, and provided recommendations to my clients and sales colleagues on how to drive campaign improvements, streamline creative and product operations, and promote overall efficiency in their digital campaigns. • Managed and maintain a strong relationship with internal team through excellent communication. My daily task was also to keep up-to-date with all the Sizmek product releases, and collaboration with the team members on gaining further experience and knowledge in Digital Media.
Hyperoptic Ltd.Customer Support Representative
Dec. 2014 - May. 2015Belgrade, SerbiaHyperoptic is the UK’s hyperfast broadband provider. The company offers broadband speeds 14x faster than the UK average and is proudly setting a new fiber‘ gold standard’ with hyperfast speed, reliability, and customer service. They work with property owners, developers, and professionals, designing and installing dedicated fiber infrastructure to new buildings and existing developments. My responsibilities included: • Streamlined quality inbound and outbound phone support, assisting customers with technical support, account management and billing questions to all UK customers and potential clients.
• Managed all aspects of email and online chat support, sales support and making outbound sales calls.
• Managed all-around data entry – from updating customer accounts accurately, processing incoming orders to scheduling the ongoing service installations.
• Data entry – updating customer accounts accurately
• Processing incoming orders • Scheduling the ongoing service installations.
• Experience in using various software tools.
• Obtained basic knowledge in network maintenance, broadband services, VoIP phone services, fiber optic installation processes.
The Body ShopCustomer Service Representative
Sep. 2013 - Oct. 2014Belgrade, SerbiaThe Body Shop International Limited is the original natural and ethical beauty brand. For 40 years they have shown the world that business could be a force for good. They have over 3000 stores in 68 countries and reach out to customers around the world through launching e-commerce sites, opening sub-franchise businesses, and identifying selective wholesale in new markets plus adding new Global Travel Retail locations around the world. My responsibilities included: Primary role: UK Ecomerce customer support agent • Managed quality inbound calls, emails and chat. Conducted outbound telemarketing calls to customers and was responsible for identification of consumer requirements and promote them suitable products and services as required by the individual needs of each customer using different tools like SAP, JIRA, and Siebel.
• Proactively proposed improvements and feedback for processes during my work my Secondary role: Retail support agent
• Resolving product and/or service problems for more than 350 stores UK wide. I was doing this by checking the cause of the issue, selecting and explaining the best possible solution, and/or expediting it to the proper team within a company. • I was also responsible for maintaining the financial accounts by processing the customer payments.
turbo. branding & creative communicationAccount manager
Oct. 2012 - May. 2013Belgradeturbo. branding & creative communication was a boutique Serbian branding and PR agency offering end-to-end support to local beverage and food companies. My responsibilities included:
• Establishing and maintaining valuable contacts with new and potential clients.
• Presented my studio’s innovative potential and a complete branding process • Created branding strategies and specific product improvement ideas for our clients
• Organized meetings, job interviews, education, training for new employees • Managed a team of several people • Researched and monitored new innovative ways and trends in the branding, advertising, and marketing field.
Markets.comSenior account manager
Mar. 2012 - Oct. 2012BelgradeMarkets.com is one of the worlds leading Forex and CFD trading brands, offering powerful yet user-friendly trading platforms for web and mobile. They allow users to trade over 2,000 of the most popular assets – stocks, currencies, commodities, and indices, benefitting from first-rate customer support in over 20 languages. My responsibilities included:
• Established contact with potential customers, presented my company to them as well as new possibilities that my company was providing.
• Served as a salesman, sold products and various idea opportunities regarding profit. • As a senior account manager I organized meetings, jobs interviews, education possibilities and training for new employees • Managed the entire team of several people.
Euroslots LtdSerbian Customer Support Agent
Sep. 2011 - Dec. 2011Sliema, MaltaEuroSlots Ltd is the daughter company of Cherry AB - a well-renowned company that has operated in the gaming industry for 50 years. The company has a wide range of Internet-based games that are used by thousands of people all over Europe on a daily basis. My responsibilities included:
• Customer support agent which communicated with customers and users from Serbia. • Helped them with online instructions, payment procedures, rules of the games etc. • Assisted as a translator for the Serbian language. • Wrote about new actions, games, and offers. • Answered questions online via email and skype.
MCF MegaCom FilmPR Assistant
Sep. 2010 - Dec. 2010Belgrade, SerbiaOne of the youngest and the fastest-growing company in the market dealing with independent and domestic titles, theatrical distribution, festival organization, vod, IPTV and mobile content services. They have offices in three European countries. My responsibilities included: • Worked at many festivals in Belgrade starting with the Kids movie festival, where I worked in the organization and PR section. • Worked at Author movie festival (Belgrade), where I was in constant contact with authors and actors, and also in PR section.
Flogit4UAssistant Manager
Aug. 2008 - Oct. 2008London, UKFLOG IT 4 U LIMITED is an information technology and services company based out of London, United Kingdom, working as an online retailer selling goods on eBay. My responsibilities included: • Made online offers, managed and updated them
• Contacted clients and provided customer support. • Assisted new clients and helped them with buying and selling options on our website. • Updated and managed an online base of products
• Delivered sold and offered products.
SVAAccount Manager
Mar. 2008 - Jul. 2008Belgrade, SerbiaSVA is a creative agency for marketing communications, public relations, and reputation management in the offline and online worlds. They provide support in the creation, reflection, dialogue, drawing, writing, designing, shaping, programming, linking, networking, and (re)acting of creative and PR campaigns. My responsibilities included:
• Basic tasks within the account team: communication with clients, press clipping, managing information, etc. • Creative team tasks: In charge of numerous advertising campaigns and promo events. • Invented new creative ways of promotion and how to make it possible. • Managed a team for bringing new ideas for all campaigns creation process
Telekom SrbijaCustomer support agent, Sales support agent, English language support agent
Jun. 2007 - Dec. 2007Belgrade, SerbiaTelekom Serbia Group provides a wide range of fixed-line, mobile, television, and internet communication services to over 11 million subscribers on three regional markets in Serbia, Bosnia and Herzegovina, and Montenegro. *After having finished one-month training in Telecom Serbia I started working as a customer care agent - prepaid department My responsibilities included: • Helped people solve SIM card problems, procedures, terms, and conditions of using our services, questions about prices and other issues related to Telecom Serbia services. • In post - express department my task was to sell different types of cell phones, answering questions about their characteristics and prices. • Served as an English skill operator - helped customers in English with the above-mentioned issues in Serbian language.
Connexions D.O.O.Real Estate Agent
Jun. 2006 - Jun. 2007Belgrade, SerbiaConnexions D.O.O. was a Belgrade based real estate agency dealing with both residential and commercial opportunities - for both the rental and owner markets. My responsibilities included:
• Negotiated and established cooperation with potential partners, buyers, and sellers. • Made online offers, organized, and developed an offers system. • Updated database, communicated with clients in both a domestic and foreign field • Maintained communication and quality of partnership.
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