Customer Relationship Management Experts in Vienna

Thomas Pacal

Leading global organizational change executive / digital transformation & post-merger integration

Last position:

Change Manager / Sales Transformation at SEFE

Organizational Change Management as part of a group-wide, supranational sales transformation, serving as the core of a broad restructuring of business-critical areas, with end-to-end control of the change process and long-term embedding and securing the future readiness of sales.
Initiation and end-to-end steering of the sales transformation program, including in-depth analysis to identify, assess, and strategically involve all relevant stakeholders, making tactical use of their specific business interests and influence.
Conducting advanced, detailed change impact analyses to predict the organizational effects of the transformation, deriving a tailored change strategy, and developing a change roadmap and a change story as the core narrative of the campaign.
Designing and implementing an integrated communication and action plan to ensure maximum transparency, effectively manage unspoken expectations, and actively guide a change process that is clear and understandable for all stakeholders.
Active management of all transformation phases, including the setup of robust monitoring mechanisms for continuous progress analysis and forecasting based on recommended and jointly defined KPIs.
Establishing an agile analysis and adjustment cycle to continuously assess the effectiveness of implemented measures, identify challenges early, and fine-tune the change strategy in time.
Conducting precise gap analyses to identify skill gaps in the sales team in the context of the new strategic direction, and deriving and developing targeted qualification measures (e.g. coaching, training).
Comprehensive reduction of resistance to change by turning opposing stakeholder mindsets into proactive change-driving change ambassadors.
Deep and sustainable realignment of sales structures and processes in full alignment with the company’s overall goals.
Qualitative and quantitative improvement of sales efficiency and performance as a direct result of the implemented transformation initiatives and capability-building programs.

Stefan Manahl

Project Manager

Last position:

Project Manager at Deutsche NPO

General project management
Concept development for a CRM system using Design Sprint
Creation of a prototype
Conducting user tests
Preparation of a tender
Creation of an implementation roadmap

Shahram Fallahdoust

Senior Product Owner / Senior Business Analyst

Last position:

Senior Product Owner at Elderly Neighbour Watch

Delivered a digital, non-profit neighborhood platform to connect older adults with volunteers for practical support and social companionship. Responsible for business analysis, requirement definition, platform evaluation and delivery of a locally scalable service solution focusing on AI-driven enhancements, data-based optimization and clear market positioning. Evaluated several low-code/business platforms including Odoo and Glide Apps and assessed monday.com as a CRM-like option before selecting Glide Apps for implementation. Implemented a non-native mobile and desktop application with Glide Apps and the web presence with WordPress. Tasks

Gathering, analyzing and structuring business requirements for the product and service model
Conducting market, target group and competitor analyses to position the offering
Evaluating and selecting suitable low-code/business platforms for implementation
Defining core user journeys, business processes and operational workflows for older adults, volunteers and administration
Translating business requirements into functional requirements for profiles, task management, coordination, communication and notifications
Guiding the implementation of the non-native mobile and desktop application in Glide Apps as well as the web presence in WordPress
Preparing the business side for future AI-powered features such as intelligent matching and data-based optimization
Ensuring compliance with GDPR requirements Results
Successfully delivered digital support platform connecting older adults with volunteers
Solid foundation for market positioning through market, target group and competitor analyses
Delivered a functional non-native mobile and desktop application with Glide Apps and a supporting web presence with WordPress
Established foundation for scaling and AI-based further development

Plamen Mirchev

Head of Service & Operations Management

Vienna

Last position:

Head of Service & Operations Management at Raiffeisen Bank International

Shaping service management framework as part of head office of RBI
Service owner overseeing IT cloud services, accountable for overall quality, lifecycle, and success
Managing customer relationships and satisfaction for 10 business units ensuring smooth business continuity and operations
Single point of contact and service/process owner providing T-shaped expertise in IT domains, cloud platforms and services (AWS, Azure, Kubernetes, Salesforce, ServiceNow, Jira, Orca, CRM, GitHub, SFMC)
ITSM/ITIL implementation and mentoring including design, definition, mapping, and execution
Change and release management, UAT/test assurance, major incident management, SDLC management
Managing regulatory and audit requirements, DORA, GDPR, ITPF compliance and reporting
Acting as a point of escalation for complex customer issues, resolving conflicts, fostering a customer-centric culture
People management: leading and managing service delivery teams, DevOps, vendors, and third-party teams
Cross-tribe service delivery and contract management: KPIs, SLAs, OLAs, RPO, RTO, BCM/SCM management
Agile/Scrum process delivery governance, stakeholder communication, and budget/cost management

Jerry Bousardo

Owner

Last position:

Owner at DIGIPM Consulting e.U.

From 02/2023 to 05/2024: IT interim manager within an international construction chemicals group headquartered in Germany as Global TSA Manager in a carve-out project responsible for the IT workstream.
From 06/2024: IT consulting in project management and IT service management areas, providing PM/PMO coaching and support.

Gordan Volaric

Founder – Consultant for Revenue Operations, Automation & Process Optimization (Sales/Mkt/CS)

Last position:

Founder – Consultant for Revenue Operations, Automation & Process Optimization (Sales/Mkt/CS) at Boom Strategy GmbH

Managed large-scale sales and process optimization initiatives for clients including BASF, British American, IDNow, AvconJet, etc.
Planned and executed CRM and digital strategies to increase process automation, integrate AI, enhance reporting capabilities, and ensure data integrity.
Designed and standardized core workflows across Marketing, Sales, and Customer Success teams to drive sustainable revenue growth and team throughput.
Provided ongoing advisory to C-level executives; supported organizational restructuring and strategic direction, as well as facilitated change-management efforts.
Realigned sales processes across EMEA, the USA, and APAC as Interim Director, Revenue Operations at BASF – Forward AM.
Designed and implemented new technologies and processes to boost revenue and market reach at BASF – Forward AM.
Developed and implemented new workflows to improve operational efficiency and data utilization, with a focus on post-sales and customer success in the business aviation sector for AvconJet.
Restructured and optimized Salesforce for better data integrity and automated sales processes for AvconJet.

Agnes Nagyistok

Senior Technical Project Manager

Last position:

Senior Technical Project Manager at LastPass

Acting as the sole program owner for BizMax and SaaS Monitoring products, integrating enterprise business insights with platform reliability and health monitoring to drive revenue growth and operational confidence.
Own delivery of complex B2B technical initiatives at LastPass, driving implementation of innovative security and platform features across the broader zero-knowledge ecosystem.
Work with backend, frontend and DevOps teams; manage stakeholders from Product, Marketing, Engineering, Architecture, Security, Platform, UX, and Quality to define scope, priorities, success metrics, and delivery plans while driving technical decision processes.
Lead program planning and execution across multiple workstreams, ensuring delivery on time, within scope, and aligned with business objectives; mentor cross-functional teams and act as the primary escalation point to remove blockers and maintain delivery momentum.
Drive annual strategic planning and budgeting, working with senior leadership and directors to align priorities, secure funding, and optimize resource allocation; proactively identify, manage, and mitigate technical, delivery, and dependency risks throughout the full program lifecycle, escalating issues early to minimize impact.
Lead internal dogfooding initiatives and external beta programs, collaborating directly with customers to validate functionality, usability, and performance.
Support go-to-market activities by contributing to customer-facing content, including blogs, talks, and product communications; own go-live readiness, hypercare coordination, and program closure, ensuring lessons learned are captured and applied for continuous improvement.
Successfully led a large-scale greenfield program, designing and implementing end-to-end delivery and governance processes from scratch to deliver SaaS Monitoring and BizMax features, generating a multimillion-dollar increase in ARR and becoming a major revenue stream for the company.
Designed repeatable AI-assisted workflows that improve planning accuracy and reporting efficiency.
Founded and implemented standardized cross-team PMO processes and templates, including project overview, project brief, T-shirt sizing, risk register, ADR/RFC, release rollout plan, CAB, program closure, lessons learned, internal and external beta programs, and dogfooding, establishing a company-wide framework supporting delivery of the largest-scale programs.
Mentored junior team members, new hires, and employees undergoing transformation initiatives, supporting skills development and adoption of modern delivery practices.

Christian Neuwirth

Digital Consultant

Last position:

Digital Consultant at Global Stations

Conducted due diligence for the acquisition of digital marketing agencies in Manila, evaluating revenue potential, scalability, and operational efficiency.
Advised international companies on go-to-market strategies across Asia, with a strong focus on China and Southeast Asia’s online commerce ecosystems.
Developed tailored digitalization and automation processes within CRM and marketing operations to drive efficiency and data transparency.
Achieved successful market positioning and digital process optimization in collaboration with various SaaS and automation agencies, enabling scalable regional growth.

Benjamin Auer

Program / Project Management

Last position:

Multi-Project Manager at Trading Company

Setup of a new Data Warehouse (Budget ~€15M 2025 – 2026)
Backend modernization project (Budget ~€5M 2025 – 2026)
Standard software rollout with custom programming (Budget ~€9M 2025 – 2026)

Gerald Gastgeb

Data Warehouse Architect and Lead Data Modeler

Last position:

Data Design Authority at Department of Government Enablement

Responsible for realigning the data architecture of the Abu Dhabi government to achieve a fully AI-driven public administration
Definition of modeling standards
Creation of a conceptual and logical model for the entire Abu Dhabi government administration
Definition of data quality and data security standards

Joseph Wagner

Freelancer Cloud / Solution Architect (AWS)

Last position:

Freelancer Cloud / Solution Architect (AWS) at A1 Bank

I am responsible for providing solution architecture and technical assistance for a migration initiative aimed at transitioning to a new core banking system.
The project involves replacing in-house development with a commercially available off-the-shelf core banking system operated as SaaS on AWS.
Duties encompass solution design, technical coordination, supporting development teams, and providing IT support and troubleshooting.
Managing over 10 global vendors and partners is crucial to project success.
Technologies: VMWare ESXi, AWS, EKS Kubernetes, Mastercard Payment Transaction Service, Avaloq, A1 Telekom Austria infrastructure, CheckPoint FW, F5, Site-to-Site VPNs, PingID, Futurae SDK, Airlock, UC4/Automic, Firebase, iOS/Android lifecycle management, AWS IAM, AWS AppStream, AWS S3, AWS Transfer Family, QlikView, OpenAPI.

Lenny Suhr

Senior Associate, Advisory

Last position:

Senior Associate, Advisory at KPMG Austria GmbH

Taking on lateral project leadership, project management and PMO tasks in diverse projects focusing on organizational development, sustainability, change management and strategy implementation
Supporting projects through designing, planning and facilitating workshops, as well as conducting complex data analyses to derive strategic recommendations and prepare management reports
Leading internal onboarding for the entire Advisory division and supporting the delivery of international strategy training sessions

Thomas Lücke

Interim Director of Telecommunications Operations

Last position:

Interim Director of Telecommunications Operations at Plusnet

Leading and restructuring operations departments
Transforming into a digital ISP
Managing support for telecommunications services (FTTx, xDSL, voice, DWDM, access)
Network operations center (NOC)
Managing customer satisfaction

Jörg Pallanich

Freelance IT Project Manager / Business Analyst

Last position:

Freelance IT Project Manager / Business Analyst at A1 Telekom Austria AG

Project: Infrastructure Selling Tool
Joint development and documentation of the target process for infrastructure sales to business customers
Cross-functional coordination to find solutions
Overseeing implementations in the CRM system
Coordination of a field trial
Project: FTTH expansion program
Analysis and documentation of the project environment
Process definition in the FTTH expansion program
Specification of IT requirements from the B2B business unit in the form of epics and user stories
Project management with regard to IT implementations in a business context
Project: Product launch "Cyber Defense Business"
Definition of the sales to activation process
Specification of IT requirements for implementation in the A1 Marketplace and interface to ServiceNow
Project management with regard to IT implementations

Oliver Schwaiger