S. Alexander Warscheid

• Manage strategic client relationships across practices and medical centers • Drive customer lifecycle management (onboarding → retention → offboarding) • Lead QBRs, check-ins, and satisfaction analyses to maximize client success • Deliver trainings, workshops, and consulting to drive product adoption • Identify upsell and cross-sell opportunities to drive revenue growth • Build and scale client communities, ambassador, and user programs • Manage renewals, churn risks, and offboarding processes

• Lead strategic cross-functional projects with a focus on automation, AI adoption, and scalability across Operations. • Build and manage the Growth Operations team (6 members) to improve operational performance and drive accountability in an agile environment (Scrum). • Own team KPIs, reporting, and delivery for key cross-functional initiatives. • Partner closely with Product, Business Operations, Business Development and Customer Operations to identify and solve bottlenecks in core processes.

• Driving initiatives and projects focusing on automation, process optimization, and continuous improvement in Customer Operations. • Initiated and led cross-functional initiatives to simplify and automate booking, account management, and customer support processes. • Translated operational complexity into scalable workflows, automation concepts and SOP. • Coordinated closely with Product, Tech, and Commercial teams to improve end-to-end operational efficiency.

• Management and coaching of the Account Management team (up to 22 people) • Exceeded team targets consistently, averaging >110% KPI achievement over 2 years. • Implemented structured learning paths, salary frameworks, and role progression models. • Built and maintained partnerships with outsourced service centers to support global operations. • Drove cross-departmental collaboration to enhance customer satisfaction and retention.

• Consistently ranked among top performers company-wide in bookings and revenue. • Managed demand-side performance for Central and Southern Germany, boosting output in key cities by 100%+. • Advised colleagues on legal matters and hosted internal workshops on regulatory topics. • Provided mentorship to interns and new joiners, helping to establish a collaborative team culture.

• Support and consulting of customers along the internal booking process • Establishment, maintenance, and strategic development of customer relationships as well as processing of booking requests • Independent analysis and evaluation of business processes as well as the needs of the respective customers (B2B and B2C) • Customer follow-up- and complaint management • Introduction and training of new employees in the work processes

• Support and consulting of customers along the internal booking process (availability check of apartments, verification of identification documents, contract preparation, etc.) • Establishment, maintenance, and strategic development of customer relationships as well as processing of booking requests • Independent analysis and evaluation of business processes as well as the needs of the respective customers • Customer follow-up- and complaint management