Christian Thum

Temporary contract to support Digital Spine setting up their new product “Aufzughelden”. Besides assisting the Sales department, my key achievements are: * Created a department structure to ensure growth readiness * Set up HubSpot as CRM * Set up Sales, Success and Onboarding automations in HubSpot * Prepared regular analytics for customers * Led a pilot project to determine usability of sensor based solutions

* Created a complete department structure including salary, positions, promotions and more * Optimized current processes to improve onboarding and overall efficiency * Worked with IT to improve anti fraud system in Shopify * Built an internal knowledge base and created most urgent articles to support onboarding and process consistency * Implemented NPS analysis and follow-up process * Recruited new team members * Supported the team hands-on

There was no Customer Support when I joined Wunderflats and I had the pleasure to build everything from scratch. Among many tasks and projects I consider the following my key achievements: * Built the Customer Support department and hired a team of up to 15 people * Researched and implemented Freshdesk and Aircall * Implemented KPI, reportings and feedback systems * Implemented a complaint management system * Successfully integrated the Success team into Customer Support to increase efficiency