Michelle Martine Koppenol

MICHELLE M. KOPPENOL 9 Bushwillow Ave, Fourways Gardens, JHB Mobile: - E-mail:-Valid Driving License: South Africa, the Netherlands (EU) Citizen of South Africa Date of Birth: 02 March 1977 PROFILE Energetic and CPD certified Customer Success Leader with proven strengths in helping global customers achieve the highest business value and profit from their Subscription investments. Focusing on fostering strategic relationships, sharing expertise and enabling customers to remain optimized, agile and satisfied throughout their customer life-cycle journey. CAREER & ACHIEVEMENTS Customer Success Lead EMEA | INDIA | APAC, Time Doctor (Remote) Nov, 2021 – Dec, 2023 Led the Customer Success Team for EMEA, India, and APAC regions, overseeing the implementation of the Customer Success Strategy and serving as the CS Executive Sponsor of the Enterprise Executive Committee. ● ● ● ● ● ● Responsible for strategic guidance and mentorship to team members to enhance their skills and foster client portfolio growth and retention. Directed the tracking of Customer Success KPIs and management reporting across the region. Formulated and executed a tailored Customer Success Strategy, including initiatives such as the Account "Gameplan" strategy, Customer Onboarding, Success (Health) Plan, quarterly CSAT surveys, and Executive Business Review templates. Implemented Churn Zero as the centralized platform for tracking all activities across accounts and automated key functions within Customer Success. Led a collaborative effort with Product, Customer Happiness, and Engineering teams to establish an Enterprise engagement model for customers with over 5,000 users and/or generating over $50K in monthly recurring revenue. Held the role of Strategic Customer Success Manager for VIP Enterprise clients in the Telecoms and Health industries. Customer Success Director, Black Swan Technology Holdings (Hybrid) Mar, 2021 – Aug, 2021 Led the Customer Success Team and member of the Executive Committee to drive the overall success of the Customer Success Strategy and overseeing client campaigns, providing strategic, creative, sales and process input. ● ● ● ● Defining a fit for purpose Customer Success Strategy Implementation of quarterly Customer Satisfaction Survey (CSAT). Established and maintained sustainable, mutually beneficial professional relationships with C-Suite level clients, enhancing overall client value. Provided strategic input for client campaigns to optimize outcomes. Self-employed (RSA) • • Dec 2019 - Current Launched Rife Vitality, a bioresonance therapy practice (2024). Affiliate Marketing, Personal Development programs (2019). Sr. Business Development Manager & Customer Success, Workday (RSA) Oct, 2017 – Dec, 2019 Responsible for the handling overall responsibility for managing prospect and customer relationships in South Africa. • • • • Partnering with the Sales team to position the Workday Professional Services strategy to qualified prospects. Establish partner relationships ensuring partners are educated on the Workday Way within the partner ecosystem. Acting liaison between product management and the customer with a focus on the Workday roadmap and how this will influence customer activities. Developed success plans outlining critical success factors, metrics for success, issue identification and resolution recommendations. Developed programs focused on enhancing life in production and optimized use of the Workday products. Delivered Business Reviews with strategic stakeholders. Sr. Customer Success Manager, Oracle (NLD) • • • • Responsible for onboarding and engaging new accounts and establish personalized strategic relationships to drive engagement and retention. Collaborate globally to provide support and design mentorship, in the effective usage of subscribed SaaS services. (Member of the CSM experts Group & Customer to Cloud initiative). Synthesize customer insights (quantitative and qualitative) in order to elevate customer voice through feedback aggregation to Support, Product Strategy, Marketing, and Product Development design teams. Coordinate renewal tracking and automation processes with the Sales and Support teams to maximize efficiency and reduce friction for the customer. Principal Solutions Consultant HCM, Oracle (NLD) • • • Jun 01, 2015 – Jul, 2016 Apr 01, 2011 – May, 2015 Responsible for maximizing the investment of the EMEA Install Based through value-add consulting, people-process-and-technology optimization. Contributor of leading practices and experience within the HR domain across industries to the EMEA Solutions Consulting team and installed base. Delivering solution demonstrations using Oracle’s Fusion and Taleo applications and tools that align with the organizations key business drivers. Hosting of in-house and external workshops. Pre-sales support and prospect engagement, driving discovery and situational analysis sessions, on-site presentations and webinars. Sr. HR Specialist, Prologis (NLD) Jun 01, 2008 – May 31, 2010 • HR Policies & Procedures: Streamline and improve pan-European HR policies & procedures focusing on operational excellence and country specific customizations. Coordinate and instruct upon multiple projects across the Financial and HR business areas. Scoping and defining business requirements, analysis, implementation approach and communication plans • Workforce Planning: Define and create organization structures, job families, functions and tasks. • Aligned the HR Business function with Finance significantly improving the budget & forecasting process, management reporting and cost saving initiatives • Compensation & Benefits: Integrate payroll function into system for payroll data automation. Guide the end of year compensation round: bonuses, promotions and share plans. Implemented global performance management and remuneration system (ProComp). • Talent Management: Created a structure for analyzing current behavior, skills & competencies in line with business values. Special project: Implementation of Talent Management Program, incl. manager toolkit • Learning & Development: Leveraged talent management outcomes to define training needs and analysis. • Change Agent, coordinating and driving change programs in support of key business objectives. Key player in supporting and coordinating organization-wide reduction in workforce (Europe). Account Manager, BnV Consultants (NLD) • • ● • Account Management & Business Development. Pre-Sales and Delivery management. Define Services & Solution Portfolio of the PeopleSoft Business Unit in the Netherlands and Belgium Consulting Project Manager: for various HRMS enhancement projects. HRMS Manager, Foot Locker Europe (NLD) • • • • Feb 01, 2006 – May 31, 2007 Recruitment: Assisted in setting up the first e-recruitment website version, analyzing current recruitment processes consulting and advising on recruitment opportunities and acting as an interpreter between vendors, IS and human resources department. HRPolicies and Procedures: Partnered with business owners to define and develop business requirements, re-engineer current processes, and implement tools to improve Human Resources capability. Responsible for HRMS Data Integrity, policies & procedures. HR Projects: Project Leader in the implementation of PeopleSoft HR 8.3 Store Interface in remaining countries, NLD, UK, DEU FRA, & ITA. Embraced project streamlining opportunities. HR business partner: Enhanced inter-departmental relationships through effective coaching clear communication ensuring departmental follow-through. Manager Training, Foot Locker Europe (NLD) • Jun 01, 2007 – May 31, 2008 May 01, 2005 – Jan 31, 2006 Training needs analysis: Perform GAP analysis and devise a strategy plan of the European training & development needs to meet the objective of corporate T&D alignment, (3 year plan). • • • Special Project: Redesigned and developed localized European Customer Services program with successful implementation in all 16 European countries for store level associates. Learning & Development: Successfully Europeanized the FL Inc, corporate sales & management development program for store level associates. Leadership development: Co-ordinated bi-annual leadership training developed in the US, for director level and above. HRMS Advisor, Foot Locker Europe (NLD) • • • • • • Feb 2004 – Apr 31, 2005 HR Policies & Procedures: Streamlining and automation of European HR & payroll processes, successfully positioning business for future growth. Strategic Project: Successfully implemented pan-European HRMS Store Interface system (PeopleSoft 8.3), in NLD & UK, key countries for on-going strategic project. Training Program: Designed & deployed ‘Train the Trainer’ deployment program for training of the newly implemented HRMS system. Effectively trained field and support teams on HRMS related technical issues, improving on effective system practice consequential to superior data integrity. HR Systems partner: Built significant relationship with District Managers, POS team in US and assisted in the development of register functionality to support HRMS system. Change Agent: Developed a range of tactical and operational initiatives through effective teamwork with European colleagues, increasing consistency and alignment with U.S processes. (High performance team). IS Technician, Foot Locker Europe (NLD) • • 2001 – 2004 Network, Systems & Application support, more specifically:1st, 2nd and 3rd line support for: PeopleSoft Financials & HRMS, Bluebird, Plan it, DSS, Mainframe application suite, Lotus Notes R5, Office 2000, AS/400 report printing. On Call Engineer. Lead team of 4 Technicians in the creation of the first unattended Windows 2000 installation, with successful roll-out. Implementation of SLA for corporate and remote users, enhancing IS awareness and user expectations. Vendor engagement with, IBM, Hewlett Packard, Dell, CRS. LANGUAGES English (Native) Read, write and speak Afrikaans (Fluid) Read, write and speak Dutch (Fluid) Read, write and speak EDUCATION AND QUALIFICATIONS HBO Hogere Bedrijfskunde II, NCOI Business Institute, NLD Matriculation, Rand Park High School, South Africa 1994 Diploma, International Financial (DMS HC), South Africa 1999 Management OTHER CERTIFICATIONS CPD CCSM Certification, 2020 Workday HCM Fundamentals Workday Customer Success Certification Oracle Customer Lifecycle Management training Oracle Strategic Sales Certification Certified Oracle Implementation Consultant (HCM); Certified Oracle Full License Reseller; Certified Oracle Sales Professional MCSE Windows NT4.0 ~717909, South Africa, 2000 Situational Leadership Training SKILLS & COMPETENCIES Analytical | Creative thinking | Fostering long-term Relationships | Focus on Strategic change and innovation | Project Management | Consulting | Change Management | Sound Knowledge of SaaS/ Cloud delivery and support models | KPI requirements analysis | Analyze, define and present solution recommendations | Developing metrics in support of measuring success | Excellent written and oral communication skills (English, Dutch, Afrikaans) | Excellent Presenting skills | Active listening | Leads with empathy | Leadership style: Egalitarian