Heidi Wrede
Manager, Customer Success @Infobip
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WORK HISTORY
Manager, Customer Success @Infobip
Minneapolis, MN, US
Recruit, develop and manage team of Customer Success Executives with achievement of 135% of KPIs in H1 2022.• Analyze and track team and individual key KPIs: Adoption, Net Revenue and Logo Retention; Increased Net Revenue Retention 35% YoY on existing accounts; Surpassed Customer Retention goals of 97%; currently at 99%; realized 80% of revenue (Adoption) within first 90 days for new customers.• Mentor team on time management, accountability, responsibilities as well as driving success towards their individual development goals which contribute to company goals and values. • Monitor client mitigation plans, and coordinated internal calls to discuss risk as well as resolutions when needed.• Create ongoing initiatives to increase adoption by 60% in six months with Gainsight, Infobip’s Customer Success platform. • Assist in creating and launching of Customer Success Playbooks driven by Customer Health Scores; including customer risk assessment. • Strategize with Head of Customer Success and Head of Revenue on quarterly business review content and template; including creation, coordination with analyst team and delivery for Customer Success Executives. • Continuous collaboration with internal teams to improve processes and the customer journey within our organization. Traveled to US HQ to champion CX invoicing and reporting challenges which lead to process and automation improvements decreasing invoice delivery by over 15 days.• Coordinate training opportunities for team and individuals; created enablement program for Customer Success Executives onboarding with Infobip. • Assist in budget planning and tracking for the year for the North America Customer Success team.
EDUCATION
Melrose High School
Diploma
Interstate Business College, Fargo ND
Travel Management Degree, Tourism and Travel Services Management
Fergus Falls Community College
Associate of Arts (A.A.), Business/Commerce, General
SKILLS
ABOUT HEIDI WREDE
I am a highly motivated and self-disciplined Director of Account Management with over 23 years of experience working with large global customers across multiple industries. Strategic account planning with key contacts and C-suite executive owners us an ongoing responsibility. Also highly skilled in exploring cost savings opportunities, monitoring and improving employee/traveler experience and satisfaction, upselling of technology and enhanced services, as well as preparing and presenting quarterly reviews entailing performance metrics and strategic recommendations. I also assisted in management of many implementations of new business as well as new products to enhance digital strategy for existing customers. The key successes of my contributions include selling recommendations to globalize client programs and purchase enhanced services and technology for all of my key accounts over the years as well as 100% client retention. Communication, relationship management and willingness to learn are components that are key to my success, and I take pride in my strength in these skills. My transferable skills are enhancing and managing client relationships, planning and ongoing development of client programs, and providing forecasting and benchmarking to key stakeholders. I’m excited to learn a new industry and be able to apply my skills. I am confident I can educate myself to quickly contribute and become highly successful wherever I land.
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