In today’s fast-paced business landscape, companies must adapt, optimise, and innovate to stay ahead. With a proven track record in strategic leadership, process optimisation, and digital transformation, I help businesses navigate change, drive efficiency, and build strong, long-term customer relationships and high-performing teams.

I specialise in taking a holistic approach to customer success – both strategically and operationally.

As the bridge between client teams, business units, IT and product management, I translate expectations into requirements, processes into progress, and data into actionable insights.

With over 12 years of experience in leadership, project management and process optimisation, I understand the dynamics of complex organisations and know how to turn strategic intent into operational results.

I help companies embed Customer Success not only as an operational function but as a strategic growth driver.

In summary:

• I turn customer relationships into real partnerships.
• I translate expectations into action.
• I build scalable structures.
• And I ensure that Customer Success delivers real business impact.

I deliberately chose "Concpt" because it's not just a stylised version of "Concept," but it also represents the essence of what I do: I cut away the unnecessary and focus on what truly matters.

"Concpt" symbolises clarity, precision, and the ability to distill ideas down to their core. In a world full of complexity, I embrace the freedom to simplify without losing depth. My goal is to create space for innovation by clearing the path – the missing "e" symbolises what can be left out to make the essential visible.

I believe that everything starts with a concept because it lays the groundwork for clarity, purpose, and real action.

Together with my clients, I develop solutions that increase efficiency, drive growth, improve structures, and enable successful change.

My approach combines strategic expertise with hands-on execution – from optimising business processes and strengthening customer relationships to enabling data-driven decision-making. With a strong focus on collaboration, optimisation and measurable results, I support organisations in unlocking their full potential and securing long-term success.

• Process Analysis & Requirement Engineering - I analyse customer processes and translate change requests into clear, actionable requirements. I act as a bridge between customer teams and internal IT or product development.
• Project Management & Go-Live Support - I take responsibility for the operational management of CS-related projects. From kick-off to go-live including milestones, timelines and communication.
• Onboarding & Activation - I design structured onboarding processes that guide customers efficiently into the product, with a clear focus on time-to-value and early success.
• Relationship Management & Customer Retention - I build strong customer relationships through empathy, proactive engagement, and clear value at every stage of the partnership.
• Voice of the Customer (VoC) - I systematically gather and represent customer feedback within the organisation translating insights into product improvements, process changes, and innovation priorities.
• Roadmap Planning & Alignment - I collaborate with cross-functional teams to align customer priorities with product development roadmaps. I ensure that requested features, improvements, and integrations reflect actual customer needs and business goals.
• Data & Insights - I analyse customer behaviour, usage patterns and key metrics, and translate them into strategic recommendations for your Customer Success and product strategy.
• Churn Prevention  - I detect early signs of customer churn, design intervention strategies, and support reactivation efforts.
• Crisis Management & Escalation Handling - I provide structured support during escalations, calmly, objectively, and with a focus on stabilising long-term customer relationships.
• Customer Support - I help build or optimise support processes to ensure fast, effective, and solution-oriented assistance. I work closely with support teams to define service levels, escalation paths, and customer communication standards.
• Customer Communication & Update Management - I manage clear, targeted communication around product updates, new features and service changes tailored to your customer base.