Lorena K. - Customer Success Manager - Adobe Creative Cloud & Document Cloud for Higher Education

Go to Website

Munich, Germany

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 million / DACH region
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 stakeholders and various Adobe teams to stay focused and aligned with customer 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: Built trusting relationships with customers and organized several online events for German public universities to showcase new features and workflow improvements for 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 BP/Aral’s EV fleet management
Acting as process owner for customer onboarding to improve customer experience and implement automation
Project language: German/English
Technology: Microsoft 365, Zendesk
Result: Defined requirements as user stories, set priorities to improve customer onboarding, designed a customer success vision and presented it 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 million / DACH region
Responsible for a diverse portfolio of 13 strategic B2B customers in Central Europe, driving business growth and profitability
Analyzing customer data and requirements to strengthen partnership
Organizing customized events to drive adoption and value realization
Orchestrating stakeholders and various Adobe teams to stay focused and aligned with customer needs
Project language: German/English
Technology: Salesforce, Miro, Microsoft 365, Slack, Adobe Document & Creative Cloud
Result: Built trusting relationships and organized several online customer-specific events to showcase new features and workflow improvements for 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 / over 400,000 charging points / all VW brands / technical team lead (3 people)
Acting as “Product COO” for the Mobility Service Provider business unit / public charging
Developing and optimizing the service portfolio
Stakeholder management including coordinating a cross-functional team with a service focus and customized business processes
Tracking and measuring KPIs and 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 and user stories to improve all post-sales and service-focused processes in the app and internal front-ends, improved service touchpoints, built strategic relationships with external stakeholders, strengthened internal collaboration, and enhanced customer support through better guidance

Jul 2019 - Sep 2019

3 months

Germany

IT Project Manager

Telefónica GmbH

Release management: Tracking and updating weekly the status of all ongoing projects within the quarterly release plan in close collaboration with project managers, and updating process descriptions in Confluence
PMO for a digital transformation project: Joining weekly team meetings, supporting the lead project manager, updating project status and all user stories in Confluence, and creating weekly status reports
Project language: German
Technology: Microsoft 365, Confluence, Jira
Result: Regularly tracked all IT projects for releases, informed management of delays, and updated documentation for both the release management process and 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 2013

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