Lorena Kraft
Customer Success Manager - Adobe Creative Cloud & Document Cloud for Higher Education
Experience
Mar 2023 - Sep 2023
7 months Germany
Customer Success Manager - Adobe Creative Cloud & Document Cloud for Higher Education
Adobe Systems GmbH
- Project volume: 10 Mio./ DACH
- Responsible for developing a positive customer experience for Higher Education customers within Central Europe
- Analyzing customer data and requirements to strengthen partnership
- Organizing customized events to drive adoption and value realization
- Orchestrating all stakeholders and a high variety of Adobe Teams to operate focused and optimized towards customer’s needs
- Training IT license manager in using Adobe Admin Tool
- Project language: German/English
- Technology: Salesforce, Miro, Microsoft 365, Slack, Adobe Document&Creative Cloud
- Result: Established trustful relationship with customers, organized several online events for German public universities presenting new features and workflow improvements for software end users
Nov 2022 - Dec 2022
2 months Germany
Customer Success Manager
Trafineo GmbH (BP/ARAL)
- Project volume: DACH
- Setting up a Customer Success Strategy for EV Fleet Management offered by BP/Aral
- Process Owner for Onboarding of customers aiming to improve customer experience and implement automation
- Project language: German/English
- Technology: Microsoft 365, Zendesk
- Result: Defined requirements as user stories and set priorities for improving customer onboarding, designed a Customer Success vision and presented to Management
Nov 2021 - Sep 2022
11 months Germany
Customer Success Manager – Adobe Creative Cloud & Document Cloud for Enterprise
Adobe Systems GmbH
- Project volume: 12 Mio./ DACH
- Responsible for a diverse client portfolio of 13 strategic B2B customers based in Central Europe sustaining business growth and profitability
- Analyzing customer data and requirements to strengthen partnership
- Organizing customized events to drive adoption and value realization
- Orchestrating all stakeholders and a high variety of Adobe Teams to operate focused and optimized towards customer’s needs
- Project language: German/English
- Technology: Salesforce, Miro, Microsoft 365, Slack, Adobe Document&Creative Cloud
- Result: Established trustful relationship, organized several online customer-specific events presenting new features and workflow improvements for software end users
Mar 2020 - Oct 2021
1 year 8 months Germany
Senior Service Development Manager “Service & Operations”
Volkswagen Group Charging GmbH
- Project volume: 27 countries/ > 400.000 charging points/ all VW brands/ technical team lead (3 persons)
- Performing as “Product COO” for the Business Unit “Mobility Service Provider”/ Public Charging
- Developing and optimizing the service portfolio
- Stakeholder Management incl. coordinating a cross-functional team with a serving focus and customized business processes
- Computing and tracking KPIs, developing actions around Customer Care
- Defining product requirements and portfolio strategies to increase business growth
- Project language: German/English
- Technology: Asana, Salesforce, Microsoft 365, Aris (BPM)
- Result: Defined requirements/user stories for improving all post-sales & service focused processes within the app and internal frontends, improved service relevant touchpoints, built strategic relationship with all external stakeholders and strengthened internal collaborations, improved the Customer Support through better guidance
Jul 2019 - Sep 2019
3 months Germany
IT Project Manager
Telefónica GmbH
- Release Management: Tracking and weekly updating the status of all ongoing projects within the quarterly planned release in close collaboration with the project managers, updating the process descriptions in Confluence
- PMO for Digital Transformation Project: participation in weekly project team meetings, support of the lead project manager, updating the project status and all included user stories in Confluence, creating weekly status reports
- Project language: German
- Technology: Microsoft 365, Confluence, Jira
- Result: regularly tracked all release relevant IT projects and informed delays to Management, updated documentation of the Release Management as well as the Digital Transformation Project
Apr 2017 - Aug 2018
1 year 5 months Germany
Project Manager for Software Implementation
Pixida GmbH
- Implementing MS Dynamics for HR Management processes
- Defining new processes in coordination with involved departments/managers
- Synchronizing cross-functional requirements
- Setting up customized workflows in MS Dynamics and adjusting web interface
- Demonstration to and training of staff
- Project language: German/English
- Technology: Microsoft 365, MS Dynamics/xRM1 Business Solutions
- Result: set up and implemented several HR related customized processes in MS Dynamics
Aug 2016 - Jan 2017
6 months Germany
Project Manager for Truck Climate Control System
MAN Truck & Bus AG
- Support to Project Lead of Development & Supplier Management for the “Climate control system”
- Coordination of all departments involved in the development of the climate control system for the truck models with SOP 2018
- Project language: German/English
- Technology: Microsoft 365
- Result: updated project documentation
Mar 2014 - Mar 2016
2 years 1 month Germany
Project Manager & Team Lead for ConnectedDrive Business Support
BMW Group
- Project volume: worldwide (excl. China & US)/ technical team lead (10 persons)
- Leading a team of 10 experts responsible for ConnectedDrive Business Support
- Performing as 2nd Level Support executing B2B Incident Management (ITIL) for all ConnectedDrive Services
- „Single Point of Contact“ for all business relevant requests within BMW AG
- Development of reporting and analysis tools to monitor KPIs
- Improving internal processes with technical specialists (like Functional Owner and IT operations)
- Project language: German/English
- Technology: Microsoft 365, BMC IT Management Suite, HP ALM, Vodafone M2M Portal
- Result: increased number and reduced time of resolved tickets, built strong collaboration with technical specialists, set up and implemented quick help solutions for 1st Level Support as well as questionnaire for further technical clarification, developed and implemented a new reporting dashboard
Jan 2014 - Dec 2016
3 years Germany
Quality Manager
Pixida GmbH
- Rolling out a quality management system acc. to DIN EN ISO 9001:2015
- Checking and, where necessary, updating documentation
- Implementation of processes as required by the norm
- Project language: German
- Technology: Microsoft 365, Intranet
- Result: successfully obtained certification for the DIN EN ISO 9001:2015
Sep 2012 - Dec 2014
1 year 4 months Germany
Project Manager for ConnectedDrive Product Management
BMW Group
- Project volume: worldwide (excl. China & US)
- Support Product Management of ConnectedDrive Services in strategic development of vehicle and smartphone apps
- Manage BMW website to check compatibility of mobile devices for end users
- Define requirements for the display concept of the services inside the vehicle
- Project language: German
- Technology: Microsoft 365
- Result: defined and presented requirements at management board meetings
Jul 2009 - Sep 2012
3 years 3 months Germany
Monitoring & Control
Gildemeister Energy Solutions GmbH
- Project volume: Europe/ 30 MW solar plants
- International structuring of the Aftersales Service business model
- Designing and implementation of a new online Monitoring and Service Management System in Germany, Spain and Italy
- Collecting cross-functional requirements
- Defining workflows
- Project language: German, English, Spanish
- Technology: Microsoft Office, Meteocontrol VCOM
- Result: defined processes and web interface design for online monitoring solar plants, successfully implemented the new tool in Germany, Spain and Italy giving regular onsite trainings
Languages
German
Native
English
Advanced
Spanish
Advanced
Certifications & licenses
DIN EN ISO 9001:2015
Similar Freelancers
Discover other experts with similar qualifications and experience