Amsterdam, North Holland, Netherlands
As a Customer Success Manager at Freshworks, I manage the strategic enterprise accounts within Benelux. My role focuses on cultivating strong client relationships, ensuring seamless product adoption, and driving measurable outcomes through strategic collaboration. Key responsibilities include: • Account Management: Running strategic sessions and quarterly business reviews to identify customer goals, KPIs, and metrics, and providing actionable insights to optimize product implementation and adoption. • Project Management: Overseeing the implementation of new features and strategies while ensuring project completion through efficient use of tools like Asana and Smartsheet. • Data-Driven Analysis: Analyzing product usage data to deliver tailored recommendations that improve customer outcomes and foster long-term success. • Feedback Loop: Acting as a conduit between customers and the product team by sharing valuable insights, ensuring alignment between Freshworks’ solutions and client needs. • Proactive Support: Resolving customer issues promptly and identifying growth opportunities within accounts to drive expansion and success. Additionally, I collaborate with the marketing team to amplify customer advocacy efforts, fostering meaningful success stories and case studies. Beyond my core responsibilities, I contributed to the BANEE Engagement Committee in 2023. In addition, I am part of the Women 360 EU committee to drive inclusion.
The expert group Robot in Retails 2020 explores what the added value of robots can be for the retailer. Within my role as expert, I share my expertise in the field of social robotics and help to answer the central research question: "What are the possibilities to improve/innovate retail practice with robots, and what are the consequences for the customer, the employee, and the organization? Our findings will be published in a blue paper at the end of 2020.
On behalf of Hong Kong Polytechnic University, I conducted research on social robotics and robot-human interaction in collaboration with Hanson Robotics and the VU University of Amsterdam. Within my research I compared different entities, including robot Sophia and investigated how the degree of eye contact and human likeness influences the degree of perceived task performance and likeability.