Levin Ulrich

Responsible for teams of TAMs and Service Engineers, positioning the service with customers, maintaining relations to customer’s management as well as building an operational model and strategy. Reporting financials and forecasting to senior management on recurring revenue. Achievements: - ARR growth rate exceeding company growth - Building successful and customer-oriented teams - Improvement of financial and service KPIs - Continuously very high CSAT - Very high annual service renewal rate

Working with strategic customers to drive them to project success. The role included highly technical work like support cases, system health checks, best practice guidance and management aspects such as support and services reporting and Alfresco product roadmaps presentations. Achievements: • In time delivery services and support components • Worked with the Director to re-establish Premier Services • Turnaround of technical critical situations • Updates to customer with high volume support issues

Responsibilities in 2nd and 3rd level support to resolve customer support cases within the Service Levels and to the satisfaction of customers. Due to our approach with Knowledge Centered Support contribution to our Knowledge Base with new acquired information and shared learnings with the team via presentations or workshops. Achievements: • Resolved most complex support cases in specialization fields • Shared knowledge with team colleagues • Completed our quarterly business objectives each quarter

Technische Beratung und Integration, Schulungen, Workshops und Unterstützung von Kunden

Wirtschaftsinformatik