Experience

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  Heinrich böll foundation

  Jun 2001 - Nov 2004

  Project manager/assistant to head of economic and social policy

  Planned and co-managed over a dozen podium discussions and conferences and built enduring partnerships with Universities, the Public Sector and Businesses.

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  Berlin international filmfestival

  Feb 2003 - Feb 2003

  Guest manager

  Dedicated myself to excellent customer care at the Panorama film section by managing all official appointments of several international film crews in Serbian, Portuguese, French and English in 2003 and 2004.

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  Suchtprävention aargau

  Nov 2004 - Aug 2007

  Consultant in public health promotion

  Chaired strategy meetings and regularly provided training as an external consultant in the field of prevention of addiction. Implemented national public health projects and provided advice and guidance to senior managers such as head teachers, local politicians and directors of companies.

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  Afs intercultural programs

  Aug 2007 - Aug 2009

  Director resources & partnership development

  AFS Intercultural Programs is an international, voluntary, non-governmental, non-profit organization that provides intercultural learning opportunities to create active global citizens. I am an AFS alumna to Brazil.In my time at AFS Switzerland I developed a fundraising and alumni strategy, generated income from new sources, established new partnerships with businesses and government departments, set up alumni events and increased the annual contributions and scholarship fund by 20%.

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  Linguatech.ch

  Sept 2009 - Aug 2010

  Editor, translator and german teacher

  Freelance part-time PR and translation work (English and French into German) for a small business in Switzerland as well as German classes for private students.

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  As freelancer in sheffield

  Sept 2010 - May 2014

  Change management

  Managed conflicting demands, adapted to a different city and country, quickly developed a social network while successfully raising a happy, funny toddler.

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  Deltek

  Jun 2014 - Oct 2020

  Customer care analyst & customer success manager

  Deltek is an American multinational enterprise software company. In my role as Customer Success Manager for Talent Management I identified gaps in the customers' product setup and processes, analysed product usage to take necessary actions to improve product adoption. I provided best practices for clients to get the best out of their HR solutions. I also engaged with customers on a regular basis (quarterly business reviews, product trainings) and provided an excellent customer experience. Motivating customers to be references and contribute to case studies was a further aspect of my role. As a Customer Care Analyst I collaborated effectively with different internal teams (sales, implementation, product, support, legal) to successfully resolve and escalate technical issues and answer questions in different languages for our global client base. Show less

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  Ddc os

  Nov 2020 - Jan 2022

  Client relationship manager/account manager at ddc os

  DDC Outsourcing Solutions is a leading supplier of Global BPO (Business Process Outsourcing) with a multilingual workforce in Bosnia. My role was managing and growing multinational clients in the e-commerce sector. A key part was to understand the business needs and objectives of our clients and deliver successful solutions to solve their challenges. My focus was on ensuring we deliver a great customer experience with the best available technology to add value to their business.

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  Unit4

  Feb 2022 - Dec 2024

  Senior customer success manager

  Unit4 is an enterprise software company for people-centered industries. My focus:• Be the customer advocate, continuously work in their best interest to maximise business outcome and value realisation • Be the voice of the customer and gather feedback to improve the quality and experience of delivered services • Serve as the primary contact, engage cross-functional resources to solve problems and deliver a great customer experience• Establish regular cadence with customers to measure progress against success plans and identify new requirements Show less