Alenka Prezelj

About

Senior customer success professional with more than nine years of experience in strategic and operational leadership in the SaaS sector, working at the intersection of marketing, sales, client services and technology. A sought-after subject matter expert who transforms relationship functions, enhancing brand, revenue streams and client satisfaction, mainly in the education sector. Adept at upskilling and growing teams, as well as setting up new functions from scratch. Fluent English and Slovenian speaker.

Experience

• Customer Success and Onboarding Team Lead · OpenLearning02-01-2015

  Drove improved levels of customer satisfaction, amongst both new and existing clients; interacted daily with B2C and B2B clients internationally, mostly in South East Asia and Australia. ♦ Shaped and introduced the onboarding process, ensuring optimised communication, accuracy and speed. ♦ Authored internal onboarding documentation ♦ Provided high-quality email, chat, phone, forums and other client touch points as well as dedicated onboarding sessions. Contributed to establishing a fully operational customer success team from greenfield; collaborated extensively with the Chief of Learning and Head of CS to scope responsibilities and understand the commercial value add. ♦ Defined vision, road map and operating model. ♦ Created and initiated policies, procedures and systems to enable rapid international scaling of the product and service offering. ♦ Designed other ad hoc solutions in response to business requirements and challenges. Grew and led a multicultural team, all based remotely; worked closely with HR and senior leadership team to identify, attract, assess, onboard and retain the best available talent. ♦ Mentored, coached and educated colleagues to strengthen capabilities across a range of client-facing, technical and operational competencies. ♦ Learnt considerable cultural sensitivity and outstanding communication skills, working with a very diverse group of employees worldwide. Enhanced group performance and abilities, permitting attainment of individual and collective OKRs; introduced a culture of continual improvement, regularly reviewing and improving internal and external client-facing and operational processes. Contributed to the development and introduction of new and improved products and services; worked with Product, Development, Sales and Account Management teams to augment OpenLearning’s product offering and market profile. ♦ Ensured appropriate training amongst the customer success team. ♦ Provided user insights to the Product team.

• Teacher of English · Zasavska ljudska univerza09-01-2001

  In a part-time capacity, I have been teaching language courses (EFL) from beginner to advanced level and secondary school programs for adult learners.

• Course content developer · Learn Implement Share04-01-2018 – 01-01-2021

  Created and developed new online course content. Facilitated online courses.

• Learning Designer · Aereform05-01-2017 – 06-01-2017

  Planning, organizing and creating content for Erasmus+ online course.

• Project Manager · Delavski dom Trbovlje05-01-2015 – 11-01-2015

  Event management - the new media festival www.speculumartium.si, specializing in robotics, VR and AR, and video art festival www.digitalbigscreen.si. Collaborated with art curators and technical staff. Handled contracts and budget. Managed promotional materials (website, social media, catalogue) and PR. Managed travel arrangements for the artists and logistics for the art pieces. Handled the final reports and analysis.

• Educational technology coordinator · OŠ Ivana Skvarče12-01-2011 – 08-01-2013

  Helping the teaching staff with education technology. Advising the management. Computer system administration. Wordpress administration. Moodle administration. Teacher training. Obtaining offers and purchasing of education technology devices. Various administrative tasks.

• Teacher of Computer Science · OŠ Ivana Skvarče12-01-2011 – 08-01-2013

  Teaching the basics of informatics, word processing, photo and video editing, website editing.

• Teacher of English · OŠ Ivana Skvarče09-01-2010 – 08-01-2013

  Teaching pupils age 11-14. School event organization.

Education

• University of LjubljanaBachelor's, English
• University of LjubljanaPost graduate, Computer science & education

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