Spremberg, Brandenburg, Germany
Experienced customer and program manager with track record of building and cultivating long-term partnerships. Fierce advocate of continuous improvement and customer first mindset.
Technical expert for the Onit’s platform solutions, services and processes, advising customers and account teams. • Single point of contact for customers • Advocate and voice of customer to drive service, solution and product improvements • Advise internal teams on processes improvements • Ensure efficient escalation management
Established and strengthened trusted advisor relationship with high touch customers to help them succeed with HERE products, ensuring they receive maximum value from solutions throughout their lifecycle • Improved customer CSAT and NPS • Secured Customer Success Qualified Leads worth 2-digit M € additional revenue • Helped shape and optimize company’s customer success and customer experience processes • Contributed to closed loop improvement of products and services through being the voice of the customer
Managed large automotive navigation solution delivery to premium OEM. Main point of contact for customer and internal stakeholders. • Delivered complex customer program on time and in budget • Coordinated internal teams and suppliers • Acted as single point of contact for the customer • Negotiated multiple change requests, helping secure additional revenue
Owned overall responsibility for a team of software developers and testers as well as development and quality processes. The role was part of the company management board and reporting directly to the CEO. • Expanded existing team by hiring additional experts • Initiated organizational changes and continuous improvement processes, laying foundations for boosted team productivity, reduced time to delivery and enhanced quality of deliverables • Ensured gaining and maintaining ISO 9100 certification though regular audits
• Managed a major defense software project with a team of 10-15 engineers • Owned the project plan and documents • Acted as face to the customer for technical aspects
• Lead the requirements engineering phase of a major defense program with a team of 3 engineers • Established regular communication with the customer • Set up requirements traceability and specification framework
• Responsible for software-hardware integration (C code) in a major defense program • Developed Java code for network management • Helped establish technical solution and documentation