Anton Wagner

I led cross-functional efforts with Engineering and Product Managers to streamline escalation and training processes, improving issue resolution and customer satisfaction. As the primary escalation point for API support, I ensured timely resolution, minimizing disruptions. I also led coaching programs for APAC and NAMER agents, boosting first-contact resolution rates. By partnering with the DACH Sales Team, I delivered tailored solutions, enhancing product usage and customer retention.

Led the optimization of operational processes and implemented innovative business strategies, driving efficiency and growth. Oversaw and improved key procedures for customer integration, support, and invoicing, ensuring smooth operations and enhancing the customer experience. These improvements boosted satisfaction and streamlined revenue management.

Conducted detailed research on potential accounts, identifying key contacts and building relationships to capture business opportunities. Utilized Salesforce for managing, tracking, and reporting activities. Created targeted lists, developed call strategies, and crafted messaging to boost opportunities. Evaluated and transitioned leads to Account Executives. Applied aggressive outbound prospecting techniques, including cold-calling and email marketing, to generate leads and build new relationships.

Managed customer cases, showcasing problem-solving skills and maintaining communication with teams and engineering. Led efforts to deliver exceptional customer experiences per Apple standards. Conducted follow-ups to ensure satisfaction and supervised case management from start to resolution, demonstrating responsibility and attention to detail.