Claudia Thieme

Customer Success

The CSM role is new in the hardware industry. I am bringing the expertise and helping other CSMs on the onboarding process. Take responsibility for the customer journey, starting with on-boarding and working cross-functionally to dedicatedly lead each customers successful deployment of their VC project. Solicit case studies, ROI and testimonials from our customers in order to both validate our value proposition and provide feedback to our product and sales team.

• Escalations first point of contact; • Manage and own relationship of Strategic client portfolio; • Identify and develop upsell/cross sell opportunities; • Create, and drive the implementation of, a Customer Success Plan detailing the metrics of customer success and plan to achieve the metrics for each client; • Drive growth of your territories Net Promoter Score; • Provide Quarterly Business Reviews (QBRs); • Prepare accurate revenue forecasts

• Manage and maintain consistent and effective pro-active relationship with the assigned accounts and Cisco partners (Arkadin, Dimension Data, Logicalis) • Coordinate the various phases of Adoption Lifecycle as well as identifying expansion opportunities • Successfully maintain extensive interaction with cross-functional teams • Forecasting and Closing • Backup of direct manager; Participation in hiring process for the team and mentoring new hires

Post Graduation