Luisa Munoz

- Develop the Global Customer Success Vision, Strategies, KPIs, Goals and Road-map. - Hire, develop and manage the Global Customer Success Team. - Define and establish the Post-Sales Customer Journey. - Ensure achieving Retention, Up-sell, Adoption and Advocacy goals. - Introduce Best Practices, Process, Customer Segmentation and Prioritization.

- Led the team of Strategic Customer Success Managers - Doubled the team size within 3 months & introduced new recruiting success factors - Increased the retention rate from 90-92% to 98.9%, while also achieving the activation goal - Coached the team while closing the worldwide second largest ELA (tripled TCV) - Transformed the team & CS approach, establishing Best Practices in strategic and value based thinking. - Introduced new KPIs, processes & methodologies, e.g. Change Management & CoE Framework

Built-up new markets & developed global key accounts in markets such as Spain, Portugal, Italy, France, South America, and the Middle East, while leading cross-functional & intercultural teams in 5+ countries. - Built-up the CSM team from 1 member to 15+ - Increased the contract value of our main customer by 22 times in 6 months - Introduced Best Practices & new Processes, e.g. a customer exchange club with 80+ customers worldwide - Moderated twice the Iberia World Tour with over 3.000 viewers worldwide

Devised & executed robust roadmap related to CRM & loyalty programs of clients incl. customer acquisition, personalisation, engagement, loyalty & holistic journey management. Lead cross-functional & intercultural teams. Key contributions: - As account executive managed the principal account & transformed business into customer centric services in highly competitive markets - Identified & capitalised high-value business opportunities & established productive relation with client to accelerate growth

Accelerated business growth through strategic business planning and analysis. Offered consultancy services to key clients with a focus on consumer channels including mobile apps, messenger, and digital point of sale. Key contributions: - Introduced and optimised new consumer channels for several clients. - Built-up new business development area while defining and implementing in- and outsourcing strategies.

Set a benchmark of excellence by leading consulting projects in varying industry sectors in Germany and the USA. Designed and developed solutions, new concepts, and robust strategies to attain desired outcomes. Key contributions: - Slashed costs and reduced quality and efficiency issues; spearheaded account management for a large optimisation project of a multinational across Chicago. - Boosted sales revenues through the development of new business.

Built joint venture throughout China and steered marketing and customer acquisition in new markets. Created and launched new products at international level. Key contributions: - Credited for establishing new business across Spain, France, Brazil, Sweden, Russia, and Germany. - Managed large projects within €1-4M budget and time constraints.

Re-engineered well-structured organisation according to new market situation. Key contributions: - Spearheaded new organisation resulted into a business 10 times larger than before, products volume doubled, and payroll tripled. - Led business plan development and implementation of a worldwide innovation.

Established and managed co-operation with partners in South America and Europe - Developed Business Modell for Management Decision - Audit of potential partners - Managed partnerships

Unternehmensführung Produktentwicklung