Lorena Kraft

Senior Service Development Manager “Service & Operations”

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Munich, Germany

Experience

Mar 2020 - Oct 2021
1 year 8 months
Munich, Germany

Senior Service Development Manager “Service & Operations”

Volkswagen Group Charging GmbH

  • “Product COO” for Public Charging, leading a team of 3 experts and managing the service portfolio, KPIs, and cross-functional initiatives to boost efficiency and customer satisfaction
  • Coordinated diverse stakeholders to develop and optimize customer-focused business and service processes across internal and external touchpoints
  • Defined and implemented KPIs and product requirements for post-sales and service operations, driving Customer Care excellence and business growth
Jul 2019 - Present
6 years 7 months

Director of Customer Success

AWAKE Mobility GmbH

  • Led a team of 3 experts to expand Customer Success and Support, building and executing a CSM strategy
  • Optimized post-sales operations by improving hardware setup, onboarding and incident management processes in collaboration with cross-functional teams
  • Enhanced scalability and customer experience through improved documentation, digital touchpoints and structured prioritization of customer requirements
Jul 2019 - Present
6 years 7 months

Customer Success Manager, Creative & Document Cloud for Enterprise

Adobe Systems GmbH

  • Built trusted relationships with strategic B2B enterprise customers to enhance satisfaction, adoption and long-term partnership
  • Drove value realization by analyzing customer usage data, organizing tailored enablement events and showcasing new features and workflows
  • Orchestrated cross-functional Adobe teams and managed escalation cases to ensure a customer-focused, efficient operational approach
Jul 2019 - Present
6 years 7 months

Customer Success Manager, Creative & Document Cloud for Higher Education

Adobe Systems GmbH

  • Built trusted relationships with Higher Education customers to enhance satisfaction, adoption and long-term partnership
  • Drove value realization by analyzing usage data, organizing tailored events and presenting new product features and workflows
  • Orchestrated cross-functional Adobe teams and managed escalations
Jul 2019 - Present
6 years 7 months

IT Project Manager

Telefónica GmbH

  • Release Management
  • PMO for Digital Transformation Project
Jul 2019 - Present
6 years 7 months

Customer Success Manager

Trafineo GmbH

  • Designed a Customer Success strategy for BP/Aral’s EV Fleet Management payment platform
  • Acted as Process Owner for customer onboarding, enhancing the experience through process optimization and automation
  • Defined and prioritized requirements as user stories to continuously improve the onboarding journey and platform usability
Sep 2012 - Aug 2018
6 years
Munich, Germany

Consultant

Pixida GmbH

  • Project Manager at MAN Truck & Bus AG: Development of “Climate control system”
  • Team Lead at BMW Group: Leading 10 experts responsible for ConnectedDrive B2B 2nd Level Business Support
  • Quality Manager: successfully rolled out a QM system acc. to DIN EN ISO 9001:2015 at Pixida GmbH
  • Project Manager at BMW Group: Product Management for ConnectedDrive Services
  • Management Assistant: HR management, office management, accounting and implementing MS Dynamics for HR management processes
Jul 2009 - Sep 2012
3 years 3 months
Würzburg, Germany

Key Account Manager B2B

Gildemeister Energy Solutions GmbH

Jun 2008 - Dec 2008
7 months
Buenos Aires, Argentina

HR Analyst

Siemens Enterprise Communication S.A.

Oct 2007 - Apr 2008
7 months
Munich, Germany

Customer Care Assistant

ZMM Zeitmanager München GmbH

Summary

Customer Success and Operations Leader with 15+ years of international experience driving scalable growth, operational excellence and exceptional customer experiences in SaaS and digital transformation environments. Proven track record in leading cross-functional teams across global markets, optimizing processes, and implementing governance frameworks that align business strategy with customer success outcomes.

Skills

  • Microsoft 365, Ms Dynamics, Hubspot, Atlassian Jira & Confluence, Salesforce Crm, Asana, Bmc It Management Suite, Sap, Miro, Notion, Milanote

Languages

German
Native
Spanish
Native
English
Advanced
French
Elementary

Education

Open University in Hagen

Diploma Degree · Business Administration (IWW) · Hagen, Germany

Ludwig-Maximilians-University in Munich

Diploma Degree · Sociology · Munich, Germany

German School Barcelona

High School Graduate · Barcelona, Spain

Certifications & licenses

Certification In Change Management Foundation

APMG international

Certification In Introduction To Digitalization & Communication, Conversation Management And Presentation

Agile Scrum Foundation

EXIN

Certification As Agile Scrum Product Owner And Agile Scrum Master

EXIN

Certification As Quality Officer And Internal Auditor

DGQ e.V.

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