Jonathan Schradi

Scandit is a 500+ people Swiss unicorn (Series D) and the leader in Smart Data Capture Technology, enabling users to interact with items by capturing data from barcodes, text, IDs and objects. I was hired by the CEO to build the newly formed customer success function taking care of their enterprise customers (ARR $40m / 160 customers).

• Formed and coached a highly motivated global team (EMEA, AMER, APAC) of 13 customer success managers, empowering individual career development into management positions
• Introduced and owned customer success mandate
• Redesigned renewal process which led to increased forecast accuracy by capturing risk profiles (applied to 1,500+ renewals)
• Successfully delivered against multiple company level OKRs (Customer Advocacy, On-site engagements, multi-year renewals, event registration)
• Designed and implemented customer usage tracking tool
• Key stakeholder in Scandit's annual customer conference
• Drove revenue growth and continuous improvement with firm command of business development opportunities (10% growth from GRR)

Attraqt (post IPO, 3 acquisitions) is a 120+ people SaaS business that powers exceptional shopping experiences for over 300 of the world’s leading brands and retailers, with Search, Merchandising and Personalization solutions in the eCommerce World. I was hired by the Managing Director (Fredhopper, acquired by Attraqt) to build a Customer Success function.

During my six years at Attraqt, I got promoted several times. Starting as a single contributor in a CSM role, I moved to Head of CS, Director of CS and finished as VP of CS and part of the executive team.

Reporting directly to the CFO (yes, this is unusual!) gave me a deep understanding of finance and commercials in a listed SaaS business, setting me apart for other peers.

Achievements

• Hired and coached a high performing global CS team (from 1 to 15)
• Taken full commercial accountability for renewals ($30m ARR) and expansion ($3.2m)
• Exec sponsor for NPS program, delivered positive improvements YOY
• Improved NRR (from 96% to 104%)
• Secured long term ARR (50% of 2021 renewable ARR were secured in MYR)
• Implemented Gainsight to operationalize CS
• Initiated and sponsored Attraqt’s annual customer conference
• Developed key operational initiatives to drive and maintain substantial business growth.
• Established strong rapport with stakeholders to enhance business credibility.
• Successfully owned and diffused escalations with key enterprise customers
• Identified and resolved operational issues impacting productivity, performance or profitability.
• Led and mentored teams, empowering individual career development as well as team achievements.

• Responsible for success of global set of enterprise accounts (Virgin Media, Deutsche Telekom, Sapient, Telefonica etc.) under Jive’s Premium Support Program
• Performed regular account reviews on tactical, operational & strategic level
• Successfully delivered roadmap and product presentations
• Hands on escalation management

• Named account manager for a number of global banking customers (Deutsche Bank, HSBC, Steria etc.) for an outsourced secure document production service
• Delivered managed service for the production of multi-currency cheques, payslips and P60s, invoices and statements within key accounts
• Account management: commercials, day-to-day contact & running of account, revenue and profit, change control, migration path, new/enhanced services, invoice / account receivables issues, service reviews, 3rd party management (print services)

• First point of call in the UK for the medical equipment installation business / responsible for order to cash process for new business
• Weekly resource planning for 20 medical equipment installers on multiple global projects

• Global high key value customer account management support (Shell and ExxonMobil)
• Supported 4 global account managers in EMEA, US an APAC
• Delivered global supply chain improvement projects

• Conducted financial data analysis and issue resolution
• Preparation of financial data for reporting purposes