Markus Ashmore

Experience

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  Verbandsgemeinde Ransbach-Baumbach

  Aug 2002 - Mar 2008

  • Helping citizens of Ransbach-Baumbach with social welfare and pension issues• Responsible for Public Relations of the city of Ransbach-Baumbach 3 years training at Verbandsgemeinde Ransbach-Baumbach. The training/ apprenticeship included school at Kommunales Studieninstitut and Berufsschule Lahnstein, plus working in city hall of Ransbach-Baumbach.

  • Verwaltungsfachangestellter

    May 2005 - Mar 2008

  • Apprenticeship as Administrative Clerk

    Aug 2002 - May 2005
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  1&1 Internet AG

  Apr 2008 - Oct 2010

  Team Lead

  • Billing department• Discount and compensation approvals• Dealing with escalating customers • Training new hires• Updating internal knowledge base• Point of contact for English speaking customers in Germany• Interacting with customers in Germany via phone and email

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  Blizzard Entertainment

  Oct 2010 - Jan 2012

  Customer Service Representative

  • Account and Technical Support• Mostly for World of Warcraft but sometimes for legacy games as Diablo II or Starcraft as well• Interacting with customers from Germany, Austria and Switzerland via phone, email and chat• Monitoring and commenting on Forums• Updating billing information, dealing with chargebacks and account blocks• Solving technical issues for Windows and Mac users

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  Localsoft, S.L.

  Feb 2012 - Jun 2012

  German QA Analyst and Gametester (Contract)

  • Testing video games• Bug reporting• Translations and proof reading of in-game texts

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  Keywords Studios

  Jul 2012 - Sept 2012

  German QA Analyst and Gametester (Contract)

  • Testing video games• Bug reporting• Translations and proof reading of in-game texts

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  Apple

  Sept 2012 - Aug 2014

  Inside Sales Representative

  • Consulting customers on all products available on the Apple Online Store• Interacting with Apple’s customers through multiple channels such as chat, telephone and video simultaneously• Responsible for the DACH market (Germany, Austria and Switzerland)• Relationship Management at the Senior Management level: Maintaining good relationships with existing Customers and prospecting towards big companies• Proven results and have contributed to a substantial growth of the sales performance• Sales and technology solutions, as well as in developing customer loyalty• Develop key boundary group relationships to execute against all sales opportunities Show less

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  IBM

  Aug 2014 - Apr 2015

  Senior Business Development Representative

  • Cross-sell IBM offerings (hardware, software, services, and industry solutions) directly to the respective targeted customers.• Specialize in a set of related offerings known as a discipline & be assigned to specific opportunities, applying the sales and technical expertise required to identify leads and pass them to the appropriate opportunity owner.• Responsible for identifying, developing and nurturing leads generated from Marketing Campaigns.• Responsible for follow up on nurtured accounts by re-calling customers within specific time-frames & for follow up on outbound calls to targeted customer base with appropriate offers.• Prospect customers by telephone who have either attended an event or responded to a mailing or simply been targeted by Marketing.• Follow brand defined Routes to Market.• Responsible for the active follow-up on sell cycle leads progression, and for the feedback on Marketing campaigns and on customer pain points and requirements using established reporting tools.• Work collaboratively and closely with the Inside and Field sales teams on opportunity identification generating activities designed to address local market needs. Show less

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  Magento

  Apr 2015 - Jun 2018

  Customer Success Manager

  • On-boarding and orientation of new Magento Enterprise customers• Quarterly Business Reviews with customers• Inform customers about resources like training and professional services• Follow the customer's progress, provide tips/ insights/ white papers and suggest webinars• Understand the customer's online business and strategies• Answer RFP/RFI and upsell/cross-sell Magento's product suite to existing Enterprise customers• Travel through Europe to meet customers at their offices or at events• Work closely with the renewal team to achieve a renewal rate of over 83%• Liaise with partners and technical support to ensure swift resolution to logged issues• Work closely with marketing, finance and every other department to ensure that the customer's experience is tailored towards their needs• Ensure customer's ongoing success on the Magento platform• Write a monthly newsletter Show less

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  Citrix

  Jun 2018 - Oct 2019

  Senior Customer Success Manager

  • Build relationships with strategic Enterprise customers in order to help them with their journey into the Cloud.• Understand customer’s business strategies and apply the proven Customer Success methodology to lead them through all phases of the implementation journey• Facilitate relationships between business and technical teams, identifying business drivers and processes, understanding user-centric design, and providing technical expertise related to Citrix products and the customer's technology environment.• Responsible for contributing directly to Citrix product line and delivering on key organizational metrics.• Analyze and assess complex processes and systems of customer's business to ensure solution will meet the needs of the end users.• Lead stakeholder engagement and organizational readiness program, leadership alignment, change impact analysis, education, communications, product adoption, and active use.• Advise customers on business process enhancements based on best practices, business knowledge, and visibility into current vs. future state product capabilities.• Participate in the sales cycle as needed to gather requirements, formulate delivery approach, and develop a proposal/post-sale engagement plan.• Create customer adoption benchmarks and forecasts based on defined business use cases. Show less

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  LinkedIn

  Oct 2019 - now

  Co-lead of the LGBTQIA+ Employee Resource Group (ERG) for LinkedIn's Dublin office. Responsible for guiding our local team in achieving Out@In's vision: "Enrich and advance the lives of LinkedIn’s LGBTQ+ community by creating safe environments that allow our people to thrive."• Develop and implement a strategic plan for Out@In, aligning with the organization's DEI goals• Co-lead a team of 15 committee members, ensuring alignment with Out@In’s vision and mission• Advocate for Out@In members, representing their interests in company meetings and MCS DIBs council• Plan and execute several events throughout the year, including Pride Happy Hour, Pride Family Brunch, Cross-Tech Panel, Pronoun workshop, Sobriety event, HIV awareness event, and more• Communicate regularly with Out@In members through Teams channels and newsletters• Act as Culture Champion to speak with LinkedIn candidates about our ERG’s and culture• Manage ERG budget for Dublin, ensuring effective and responsible allocation of funds• Ensure ERG activities comply with company policies Show less • Partner with the Global Client Director to execute on the operational and product utilization related goals of the Customer Success Plan by providing user-focused training, onboarding, and engagement for LinkedIn Recruiter, LinkedIn Talent Insights and Career Pages• Ensure successful onboarding of new accounts and new users by setting objectives which result in basic Recruiter product functionality and provide advanced training in order to develop existing users• Identify and provide Recruiter education and ongoing onboarding needs through analysis of engagement metrics and drive best practice usage of the Learning Center• Expedite technical and purchase-related escalations.• Act as a trusted advisor to Recruiter end users and their management to drive product adoption and ensure they leverage the solution to achieve agreed operational priorities, leading to full business value• Maintain an understanding of LinkedIn products and industry knowledge to effectively drive greater customer engagement on the most relevant features/functionality for their specific business needs• Host regional and segment specific webinar series for end-users to ensure customers are provided with additional education to fully optimize usage of LinkedIn Products• Interpret customer insights to drive change in product and act as voice of customer to PMM / Product team• Provide best practices to help drive user behaviour and adoption in product and map LinkedIn solutions to existing customer workflows Show less

  • Principal Customer Success Manager

    Oct 2022 - now

  • Co-lead for Out@In Dublin (LGBTQIA+ Employee Resource Group)

    Jul 2023 - now

  • Sr. Customer Success Manager, Global Accounts

    Oct 2019 - Oct 2022