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Michelle Nygaard Sørensen

Head of Customer Success

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Intro
Copenhagen, Denmark
Head of Customer Success at Woba.io
Studied International Sales & Marketing at Copenhagen Business Academy
Mental Health Care
linkedin.com/in/michellenygaardsorensen
Joined July 17, 2023

Skills

Languages

English
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Fluent
Danish
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Native or Bilingual
German
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Basic
About
With over 5 years of experience in the customer success industry, I have developed a diverse range of skills and experiences. My professional interests and skills include customer management, customer retention, support, communication, and organizing and coordinating events both internally and externally. In terms of industry experience, I have worked in the SaaS and tech industries, with a focus on supporting and retaining customers in fast-paced, high-growth environments. I am also experienced in working with cross-functional teams to achieve business goals and improve customer experience. Personally, I am very social and value it highly both in my private life as well as in my work. I also highly value the ability to work remotely and maintain a healthy work-life balance. I completed my Bachelor's degree in International Business and Marketing in January 2018 and have been a Customer Success Manager at Pento since February 2018. As of April 2021, I am the Head of Customer Success at Woba.
Experience
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Woba.io
Apr 2021 – Present
Copenhagen
Head of Customer Success
At Woba, I have a variety of responsibilities aimed at improving the company's overall performance and customer experience. As part of my role, I am responsible for developing and implementing long-term strategic plans. This involves creating quarterly departmental objectives and key results (OKRs) that align with our overall business goals. In addition, I am involved in various day-to-day operations that are critical to the success of the company. For example, I help onboard new companies and manage customer support inquiries via chat and phone. To ensure that our processes are as efficient as possible, I am constantly working to optimize our workflows and procedures. One important aspect of my job is gathering customer feedback to inform our product development efforts. To facilitate this, I work closely with the Sales department to understand customers' needs and ensure that we are delivering the best possible experience. Other responsibilities include importing company data, building a support help center, and collaborating with cross-functional teams to drive overall success. Overall, my focus is on improving the company's performance and ensuring that our customers are satisfied with the service we provide.
Education
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Copenhagen Business Academy
Sep 2014 – Jan 2018
Bachelor's degree, International Sales & Marketing
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