Sebastian L.

Customer Success & Support Manager | Salesforce | AI & Operations

Customer Success & Support professional with 2,800+ hours on Upwork and experience working with enterprise clients. Native German and fluent English, with a strong background in Customer Success, customer support, Salesforce, team leadership, process improvement, and AI-assisted workflows. I enjoy working on complex products and customer cases, but I also look beyond the individual ticket or request. I focus on identifying inefficient processes, improving workflows, and finding practical ways to make customer-facing teams more effective. My experience includes: * Customer Success and Account Management * B2B and enterprise customer support * Salesforce and CRM workflows * AI-assisted support and process optimization * Workflow and process improvement * Team leadership in Customer Support and Customer Success * Onboarding and training new team members * Quality assurance and escalation management * Customer communication via phone, email, chat, and meetings * Creating and improving internal documentation and processes I am particularly interested in using AI and automation to improve existing Customer Success and Support operations — reducing repetitive work, making information easier to access, and allowing teams to spend more time on customers and higher-value tasks. I learn new products and systems quickly, work independently, and am comfortable taking ownership of both day-to-day customer operations and internal improvement projects. If you need someone who can not only work with your customers but also understand and improve the processes behind your customer operations, I’d be happy to discuss your project.