Theresa Wollner
Copenhagen
Summary
Creative mind with a lion heart for people and +6 years experience in leadership roles. Skilled at decreasing churn and organizational silos while increasing upsell and customer satisfaction. Organized, result-oriented and dedicated to streamlining processes.
Overview
11
11
years of professional experience
Work History
Director of Post Sales
Monta ApS
Copenhagen
08.2023 - 08.2024
- Responsibility over +10M€ ARR in management.
- Transformed an onboarding/support team into a CS team with 11 team members.
- Conceived the Account Management function with 4 team members and one leader.
- Data validation & segmentation of >700 clients.
- Developed and implemented comprehensive strategies to improve operational processes and organizational efficiency.
Director of Customer Success
Falcon.io / Brandwatch
Copenhagen
12.2021 - 08.2023
- Responsibility over +50M€ ARR
- Managing 5 different CS teams ranging from Small Business to Enterprise with 30 talented team members across EMEA.
- Navigating through a company wide refactor and ensuring team profitability at every step.
- Overseeing long term structural changes and building commercial strategies to counteract economic industry trends.
Manager of Customer Success
Falcon.io / Brandwatch
Copenhagen
02.2021 - 12.2021
- Continuous people management, hiring and mentoring of a team of 15 people across EMEA.
- Creating stability via commercial strategies and new ways of leadership to counteract global economic challenges during the global pandemic.
- Reshuffling portfolios of +1.000 clients to support long term team and business growth.
Team Lead of Customer Success
Falcon.io
Copenhagen
02.2019 - 01.2021
- Hired, trained and coached new team members across EMEA & APAC to promote productivity, accuracy and commercial performance.
- Successfully built and rolled out a Customer Lifecycle for the SMB cohort to improve customer lifetime as well as retention metrics whilst improving team efficiency and profitability.
Customer Success Manager
Falcon.io
Copenhagen
01.2017 - 01.2019
- Managing a portfolio of +100 customers via training, escalation management & strategic consulting to reach set upsell and retention targets.
- Revamping the onboarding program and mentoring new team- members.
- Implementation of data security and storage processes.
Sales Manager
Swat.io
Vienna
01.2016 - 11.2016
- Handling the entire sales process, from lead generation, client acquisition, product presentation, contract negotiation and deal closing to achieve revenue objectives.
Digital Community- & Project Manager
CHEIL
Zurich
04.2015 - 09.2015
- Set-up and re-organization of all Samsung Switzerland Social Media activities.
Social Media Editor
ambuzzador GmbH
Vienna
10.2013 - 03.2015
- Community & Crisis management for clients of various industries (aviation, FMCG, government, education).
- Tracked social media metrics to determine audience growth rate, volume and reach.
- Developed and implemented strategic social media marketing plans.
Education
Bachelor of Arts - Journalism And Communication Sciences
University of Vienna
Vienna06.2013
Exchange Year - Wister High School
Wister, Oklahoma2008
Skills
- Decision Making & Problem Solving
- Salesforce, HubSpot, Gong & Gainsight
- Staff Training and Development
- Profitability Assessments
- Translating Business Objectives into Actionable Strategies
- Interdepartmental Collaboration
- Customer Portfolio Management
Languages
German
First Language
English
Proficient
C2
French
Elementary
A2
Danish
Upper Intermediate
B2
Accomplishments
- Uprooted my life twice to follow my career in a different country.
- Successfully built, professionalized & segmented post sales at Monta within 1 year.
- Grew the SMB segment at Falcon from 3 to +25 employees within 3 years across EMEA/APAC.
- Supporting 5 M&A activities in 4 years at Falcon/Brandwatch via integration strategies, salary alignment and team unification.
Timeline
Director of Post Sales
Monta ApS
08.2023 - 08.2024
Director of Customer Success
Falcon.io / Brandwatch
12.2021 - 08.2023
Manager of Customer Success
Falcon.io / Brandwatch
02.2021 - 12.2021
Team Lead of Customer Success
Falcon.io
02.2019 - 01.2021
Customer Success Manager
Falcon.io
01.2017 - 01.2019
Sales Manager
Swat.io
01.2016 - 11.2016
Digital Community- & Project Manager
CHEIL
04.2015 - 09.2015
Social Media Editor
ambuzzador GmbH
10.2013 - 03.2015
Bachelor of Arts - Journalism And Communication Sciences
University of Vienna
Exchange Year - Wister High School
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