Frederik Burger

Experience

• 

  Prophet SA, UK & US

  Jan 2009 - Aug 2020

  • Testing of new development/functionality and implementation of Prophet software.• Respond quickly and effectively to escalated queries on Prophet Software from frontline teams and clients by providing effective telephonic support.• Liaising directly with customers to provide additional information, updates and resolution for complex content functionality queries• Writing of release and task notes for software changes.• Partner with implementation teams to ensure a high degree of customer satisfaction during solution implementations and identify cross-sell opportunities.• Ensure that Service Level Agreements are adhered to.• Project Management of software maintenance and upgrades, streamlining processes, data reporting, client liaison.• Training of clients and staff on Prophet software.• Identifying client needs, develop strategic client relationships to drive the renewal and expansion of Prophet QX modules.• Identify cost effective and practical alternatives for the client and advising clients on better business processes.• Analyzing clients’ business principles and pairing it with Prophet’s QX system to work seamlessly.• Assisting debtors department in queries.• Reporting back to directors when required. Show less • Testing of new development/functionality and implementation of Prophet software.• Respond quickly and effectively to escalated queries on Prophet Software from frontline teams and clients by providing effective telephonic support.• Liaising directly with customers to provide additional information, updates and resolution for complex content functionality queries• Writing of release and task notes for software changes.• Partner with implementation teams to ensure a high degree of customer satisfaction during solution implementations and identify cross-sell opportunities.• Ensure that Service Level Agreements are adhered to.• Project Management of software maintenance and upgrades, streamlining processes, data reporting, client liaison.• Training of clients and staff on Prophet software.• Identifying client needs, develop strategic client relationships to drive the renewal and expansion of Prophet QX modules.• Identify cost effective and practical alternatives for the client and advising clients on better business processes.• Analyzing clients’ business principles and pairing it with Prophet’s QX system to work seamlessly.• Assisting debtors department in queries.• Reporting back to directors when required. Show less • To ensure that excellent performance is acknowledged and reasons for success are shared amongst the team to the benefit of all.• To compile reports on SLA targets, numbers and types of requests, communicating findings to the Operations Director and to respond to any further requests for data that are required for analysis.• To communicate and be the focal point for the dissemination of information from management to the team and vice versa.• To conduct quality control checks and edit work if necessary, identifying and highlighting best practice for support staff and sharing this with theTeam.• To troubleshoot areas of poor performance and identify effective solutions to resolve issues both in the immediate future and for the longer term.• To efficiently allocate incoming requests to the team, prioritizing actions, and monitoring team resources so that customer deadlines are met.• Training of clients and staff on Prophet Software. Show less • Respond quickly and effectively to escalated queries on Prophet Software from frontline teams and clients .• Liaising directly with customers to provide additional information, updates and resolution for complex content functionality queries.• Testing of new development/functionality.• Maintain documentation for all support activities including product development and enhancement, activities and write up release notes for software changes.• Follow up with clients if they are satisfied with development.• Provide daily feedback to Office and Project Manager. Show less

  • Strategic Account Manager

    Apr 2019 - Aug 2020

  • Senior Account Manager

    Jan 2013 - Apr 2019

  • Support Manager

    Sept 2011 - Jan 2013

  • Product Support Specialist

    Jan 2009 - Sept 2011
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  Talkwalker

  Aug 2020 - Jul 2024

  • Focused on customer adoption, retention, renewals, and customer success by handling overall strategic and technical account management activities including devising success plans, escalation to management and conducting business reviews.• Secure renewals for all assigned accounts, meet and exceed retention targets.• Identify and close upsell and cross-sell opportunities.• Review customer’s health and flag and address any risks for churn.• Provide feedback (from clients and own) on product features and gaps.• Demonstrate deep knowledge of Talkwalker products and integrations, while keeping up with industry trends and competitors.• Develop strong relationships based on trust and transparency with clients.• Be a strategic consultant to the partner and drive value by setting regular cadence and helping with their objectives.• Cross-team collaboration with Sales, Marketing and Product departments to develop solutions, streamline workflows for creating a seamless customer experience Show less • Focused on customer adoption, retention, renewals, and customer success by handling overall strategic and technical account management activities including devising success plans, escalation to management and conducting business reviews.• Secure renewals for all assigned accounts, meet and exceed retention targets.• Identify and close upsell and cross-sell opportunities.• Review customer’s health and flag and address any risks for churn.• Provide feedback (from clients and own) on product features and gaps.• Demonstrate deep knowledge of Talkwalker products and integrations, while keeping up with industry trends and competitors.• Develop strong relationships based on trust and transparency with clients.• Be a strategic consultant to the partner and drive value by setting regular cadence and helping with their objectives.• Cross-team collaboration with Sales, Marketing and Product departments to develop solutions, streamline workflows for creating a seamless customer experience Show less

  • Senior Customer Success Manager

    Jan 2022 - Jul 2024

  • Customer Success Manager

    Aug 2020 - Dec 2021
• 

  Hootsuite

  Jul 2024 - now

  Senior Customer Success Manager

  • Focused on customer adoption, retention, renewals, and customer success by handling overall strategic and technical account management activities including devising success plans, escalation to management and conducting business reviews.• Secure renewals for all assigned accounts, meet and exceed retention targets.• Identify and close upsell and cross-sell opportunities.• Review customer’s health and flag and address any risks for churn.• Provide feedback (from clients and own) on product features and gaps.• Demonstrate deep knowledge of Talkwalker products and integrations, while keeping up with industry trends and competitors.• Develop strong relationships based on trust and transparency with clients.• Be a strategic consultant to the partner and drive value by setting regular cadence and helping with their objectives.• Cross-team collaboration with Sales, Marketing and Product departments to develop solutions, streamline workflows for creating a seamless customer experience Show less