Heike K.
Senior Customer Success Manager @Nice Cognigy
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WORK HISTORY
Senior Customer Success Manager @Nice Cognigy
Düsseldorf, DE
CSM for Allianz, Lufthansa and Schwarz Served as strategic AI advisor and transformation partner for Cognigy\'s largest German enterprise accounts — Lufthansa, Allianz, and Schwarz IT — operating in + 25 million automated conversations per year range.• Conducted executive discovery and transformation visioning sessions with C-suite and VP-level stakeholders, mapping AI automation opportunities across CX, employee experience, and operational workflows.• Built and delivered business cases and ROI frameworks anchoring platform capabilities to measurable operational KPIs, enabling executive sign-off on strategic AI programmes.• Designed multi-year AI adoption roadmaps aligned to customer business objectives, positioning Cognigy as the long-term transformation platform of record.• Led cross-functional coordination between product, pre-sales, and delivery teams to validate and scale AI use cases from pilot to enterprise deployment.• Orchestrated high-stakes executive QBRs; maintained 100% retention of key revenue portfolio while creating structured expansion pathways.Impact: Retained 100% of strategic revenue portfolio (€1M+ per account range) while defining structured AI growth pathways — directly demonstrating the ROI accountability model that enterprise accounts require.
EDUCATION
Arnhem Business School
Bachelor's degree, International Business Management
IU International University of Applied Sciences
Master's degree, Leadership and Management
ABOUT HEIKE K.
I help companies turn after-sales into a strategic growth driver. With years of experience in customer success and strategic account development, I specialize in building long-term partnerships that increase retention, satisfaction, and revenue. What sets me apart: I combine deep after-sales expertise with focus on Conversational AI and intelligent automation — helping teams work smarter and customers feel genuinely valued. I\'m awlays exploring new opportunities where I can bring both worlds together. If you\'re looking for someone who understands customers and the potential of AI to transform how we serve them — let\'s talk. Feel free to reach out directly.
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