Anna Forsberg

About Anna Forsberg

As a global-minded, mission-driven professional, I\'m energized by the unique role that technology can play in terms of serving as a vehicle for positive change in people\'s lives. To date, I\'ve had the privilege of helping drive growth, customer success, and operational excellence for both major technology organizations (PayPal), as well as numerous ambitious startups (Outcome Health, Kiva.org) and the venture capital community (2M Companies Venture Capital). Throughout these roles, the key areas of expertise my roles have centered around include: • Customer success leadership and the creation of cutting-edge customer support frameworks aimed at maximizing client retention and preserving billions of dollars in client spend and recurring revenue. • C-Level relationship management and the application of influencing, collaboration, and presentation skills to help drive corporate strategy/vision and maintain customer loyalty within fiercely competitive market ecosystems. • Business transformation and serving as an effective change agent, leading critical change management initiatives and building frameworks/teams to ensure seamless customer delivery and high levels of internal morale, engagement, and retention in the face of organizational turbulence • Customer experience (CX) strategy leadership, including extensive work deploying surveys, focus groups, and customer listening systems to gain an in-depth understanding of customer needs, concerns, and pain points—and channeling findings into invaluable \"voice of the customer\" input for product development teams. • Program measurement/evaluation and the creation of cutting-edge KPI targets, metrics, dashboards, and analytics systems to accurately gauge CSAT, NPS, and other key customer benchmarks—and \"raise the bar\" on corporate business intelligence capabilities. In terms of educational credentials, I recently attained an M.A. degree in Responsible Management from Steinbeis University, in addition to earning a B.S. degree in Business Economics from Miami University of Ohio - during which time I spent the Spring 2017 semester in a study abroad capacity at Peking University in Beijing, China.

Experience

1. Head of Customer Success, Na Enterprise

   PayPal

   May 2018 — Present · NY, US

Education

• Miami University

  BS, Business-Economics

  2008

• Steinbeis Hochschule

  Master of Arts - MA, ESG Responsible Management

  2021