Linköping University

Berghs School of Communication

Head of Customer Success Europe at Funnel

MaintMaster is a CMMS SaaS platform that empowers maintenance departments to be in charge of their operations. MaintMaster is trusted by over 500 customers in 25 countries and on track to be a European segment leader.

My team and I ensure that MaintMaster's customers get the most value possible out of our platform, from day one and beyond. We achieve this with segment leading onboarding, success, support and professional services.

If you're interested in learning more about MaintMaster or connecting with me to chat about customer success or the mechanics and pitfalls of successful SaaS scaling, feel free to reach out!

MaintMaster Systems

Chief Customer Officer

Planning and implementation of global Commercial strategic projects  to take Funnel to the next level of growth, scalability and success. Examples, undertaken with the excellent Funnel team:

- Input on trends, product and markets to formulate Funnel's strategy 2023 forward 
- Mapping and roll-out of Customer Journey and to drive cross-team collaboration and continuous improvements towards a constantly improving Funnel buying experience
- Review and restructuring of global Revenue onboarding involving SDRs, Sales, Customer Success and Solutions Consultants 
- Review, creation, education on and initial roll-out of SDR, Sales and Customer Success Playbooks to strengthen Funnel's global teams

Funnel

Head of Commercial Strategic Initiatives

Built the foundation for a world-class Customer Success team with my fantastic colleagues. Customer Service rated 4.6 on Capterra and 4.5 on G2 with "excellent customer support" mentioned in reviews.

Together we achieved:

- Over 170% growth in CS EMEA managed MRR Q2 2019 to Q2 2021
- Consistently positive quarter-on-quarter Net Revenue Retention (Net Churn <0%)
- Average 40% growth per quarter in Upsells/Expansions between Q1 2020 to Q2 2021
- High NPS and Customer Satisfaction scores
- Recruiting of 11 on-site CS team members + 2 managers into a diverse, well educated team with members from 8 European and non-European countries
- Low team member turnover

Head of Customer Success EMEA

Leader of the Digital practice as part of Digital & Strategy in Sweden.

Strived to build a team that worked with business viability, customer desirability and technology feasibility to enable business change and transformation. 

Worked with clients within consumer products, telecom, financial services, healthcare and other industries.

BearingPoint

Manager, Digital & Strategy

Worked with clients on strategy and implementation, business planning, customer experience and organisational transformation focusing on digital initiatives. 

Selection of client assignments:

• Babs Paylink (online/offline payment): digital marketing strategy and action plan. Created strategy with customer, competitor and product insight along with recommended channel mix and KPIs. Laid out detailed action plan to be implemented without additional staff. 

• ICA Group (food retail): help in developing a new approach to IT/digital strategy beyond standard frameworks that were not tailored to the organization. Provided insights and conclusions on strategy contents based on workshops with various stakeholders.

• Payair (digital payments): advisor to board, CEO and leadership team in setting strategy and structuring operations including goal setting, product portfolio roadmap, market segmentation, sales approach etc. 

• Halebop (mobile operator): advisor to leadership team in reviewing and reinvigorating the product portfolio, emphasizing client brand, product contents and other key aspects for competitive advantage.

Cartina AB

Digital Strategy Consultant

Providing strategic advice and operational capabilities to global telecom and Internet industry players such as DoCoMo, Ericsson, Giesecke&Devrient, PLDT/SMART, Telia, Tele2, Telenor and more.

Selection of clients assignments (further details on web LinkedIn):

• Innovation and Tech Scouting
• Early Market and Product Assessment
• Technology Strategy Review
• App Store Analysis
• Unified Communication Portfolio Review
• Operations Managed Services Outsourcing
• Fixed/Mobile Network Architecture Analysis

Internal projects initiated and executed:

• Total re-design of Northstream's website including responsive design: led agency evaluation and selection before six month project with design and technology decisions, in addition to full-time consulting assignments

• Value specification, evaluation and implementation of social intranet solution, resulting in increased knowledge sharing and a minimum of email-to-all

• Recruiting through traditional as well as social media channels, resulting in interviews and hires

• Specification and design outsourcing of an email newsletter, growing to double the size of the previous newsletter in less than six months

Northstream

Senior Manager

* Member of Tieto's M&A team assisting in target screenings and valuations

* Developed service strategies for telecom, entertainment, utility, and financial services companies

* Mapped and analyzed clients’ business processes with suggestions for efficiency improvements

* Facilitator in Innovation Workshops

* Part of the team developing Tieto’s Service Design offer and conference speaker (SDC 2008).

* Coordinated and assisted in tender and sales processes

Tieto

Digital Business Advisor

* Strategic communication consulting at a top Nordic agency working with national and international customers

* Handled investor relations with strategic plans, media contacts and more for VC/PE firms

Geelmuyden.Kiese

Junior Consultant

Co-founder of the Swedish chapter of MobileMonday, a global and open organization for mobile industry professionals. Coordinating with fellow founders, handled all aspects including start-up, marketing, logistics and partnerships.

MobileMonday Sweden

Co-Founder

* Conducted an in-depth analysis of improvement areas in the company’s wireless solution offering

* Created a TCO/ROI analysis of the company’s offering to be used in modeling for sales proposals

* Conducted a market and competitor analysis including SWOT, delivered to Appear Networks’ COO

Appear Networks

Business and Strategy Analyst Intern

* As first accepted Swedish intern on board, learned management consulting from a financial services top team

* Worked with Fortune 100 clients as well as mid sized enterprises, always close to executive level staff

* Analyzed client problem areas and suggested strategic and operational solutions

Management Analyst Intern

As summer intern, helped Group IT to review process development and usability efforts during implementation of SAP and various IT support systems. Pointed out strengths and weaknesses in current decision process and provided suggestions for further enhancements.

Vattenfall

Management Consultant Intern

* Design of and sole responsibility for WinEasy’s main customer email server system, serving 20,000+ accounts

* Configured and managed UNIX-based Internet server systems with services such as web, DNS, SQL and more

* At hire, handled support issues of individual and enterprise customers

Erik E. Byström