Delphi Data Labs - Cleantech Market Intelligence

● I drive revenue growth through strategic sales, partnerships, and market expansion, while leading initiatives to enhance ROI and championing our brand in the cleantech and data analytics sectors.
● Delphi Data follows the mission: "We are the cartographers of the energy transition. We make the green hydrogen market transparent."

Chief Revenue Officer (CRO)

Web3CX

● WE BUIDL WEB 3 CUSTOMER EXPERIENCE SOLUTIONS - Boost your project by reducing barriers and frictions for your customers
● As a consultant for customer experience in web3 companies, I help businesses improve the overall experience to gain and keep their customers
● I take the time to understand each company's unique needs and goals and then provide expert guidance on optimising their customer experience in the web3 ecosystem
● I handle the sales and conceptual aspects of the projects, while my partner Dominik Kuhn focuses on the implementation
● Among our past and current clients are Bitpanda, Tatum, Blockpit, Veli, ArtsyApes, Jägermeister, Accointing by Glassnode and many more

Web3 Customer Experience Consultant

Bitpanda

● Spearheaded and oversaw the challenges in Bitpanda’s customer support operations with a team of 130 people while being a direct report to the CFO.
● Establish OKRs, guidelines and quality assurance to establish a solid and positive customer relationship.
● Identify the strength and weaknesses of current processes with an AI analytic tool and implement solutions with cross-department stakeholders. 
● Lead and encourage the workforce to reach a high outgoing capacity during the last crypto hype in 2021 while assuring regulatory requirements such as AML5D and internal quality standards.

Global Director, Customer Support , Community Management and Customer Success

● Shaping and delivering Bitpanda's customer service propositions for all asset classes (crypto, commodities, stocks etc.) as a direct report to the CPO to drive the department's overall performance, including people management, performance management and talent sourcing with a focus on priorities, productivity and constant improvements.
● Customer support automation by chatbots, SLAs, round robin, skill-based routing and triggers in Zendesk.
● Roll out Bitpanda's VIP customer programme "Bitpanda Plus" to ensure retention and proper user segmentation.

Global Head of Support, Community Management and Customer Success

● Process management of customer support operations, providing Helpdesk articles for troubleshooting and moderating a community with the overall goal to ensure customer satisfaction by quick reply times.
● Reported to the CEOs

Customer Support

Telefonica

● Development of a prototype for a cryptocurrency trading frontend in the Fidor Bank account by an API of the Kraken exchange.
● The Fidor Bank is the first bank to cooperate with a crypto exchange. The bank focuses on building a community around its product and services.
● Telefónica is the biggest Spanish telecommunication provider.

Quality Assurance Specialist

clemi1's keyshop on epvp.de

● Online key shop for computer games and virtual items on elitepvpers.com. 
● In-time stock management, customer support via email and social media, payment processing by Paysafecard, bank wire and cryptocurrencies.
● Generating virtual items by an automated farming process with AutoIt3.

Founder

delphidata.com | Follow me for content to help you navigate the Green Hydrogen Market with ease 🛳️ 🟢

The hydrogen industry is growing fast, and it's hard to keep up.

I'm here to help you understand the future of hydrogen.

As the Chief Revenue Officer at Delphi Data Labs - a cloud-based market intelligence solution tailored for the green hydrogen market, my objective is:

To help you become a successful player in the growing hydrogen market by providing full access to high-quality insights on industry analysis, benchmarking, and global market trends.

At Delphi Data Labs, we use market intelligence to help:

➊ Top management and marketing departments obtain real-time data analytics to make informed strategic decisions.
➋ Industrial technology corporates identify partnerships aligned with their strategic objectives.
➌ VCs and banks evaluate the growth potential, investment viability, and risk assessment of hydrogen projects.

P.S. We've just released our 2024 market review on "Hydrogen and other derivatives". It offers detailed insights to help you with strategic decisions and stay updated

Get it for FREE in my Featured section below ⬇️.

For anything else, feel free to contact me in the Messages, or email me at clemens.behrend@delphidata.com, and I will get back to you

Clemens Behrend

Tatum

Delivering a great experience comes from a well-equipped, trained, and motivated staff. I build and maintain top-tier Support infrastructures that proactively respond to customers' needs. I enjoy empowering and fostering the success of customers through excellent service.

𝗗𝗲𝗽𝗮𝗿𝘁𝗺𝗲𝗻𝘁 𝗘𝘀𝘁𝗮𝗯𝗹𝗶𝘀𝗵𝗺𝗲𝗻𝘁: Built the department from the ground up. Documented policies & procedures, SOP, and workflows in Notion and Figma.

𝗥𝗲𝗰𝗿𝘂𝗶𝘁𝗺𝗲𝗻𝘁 𝗮𝗻𝗱 𝗧𝗿𝗮𝗶𝗻𝗶𝗻𝗴: Hired and onboarded a team of Customer Support Engineers. Created the training materials to equip and upskill them.

𝗛𝗲𝗹𝗽 𝗖𝗲𝗻𝘁𝗲𝗿 𝗮𝗻𝗱 𝗧𝗶𝗰𝗸𝗲𝘁𝗶𝗻𝗴 𝗖𝗥𝗠: Built the Help Center and configured the Freshdesk ticketing system for routing considering customer segmentation, issue prioritization, and more.

𝗞𝗻𝗼𝘄𝗹𝗲𝗱𝗴𝗲 𝗕𝗮𝘀𝗲 𝗖𝗿𝗲𝗮𝘁𝗶𝗼𝗻 𝗮𝗻𝗱 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁: Authored the knowledge base articles catalogue, targeting ticket deflection via self-service and a quicker issue resolution.

𝗖𝗿𝗼𝘀𝘀-𝗱𝗲𝗽𝗮𝗿𝘁𝗺𝗲𝗻𝘁 𝗰𝗼𝗹𝗹𝗮𝗯𝘀: Established collaborations with Sales, Marketing, Success and the Product team to share best practices, insights, and wisdom to achieve long-lasting customer relationships.

𝗥𝗲𝗽𝗼𝗿𝘁𝗶𝗻𝗴 𝗮𝗻𝗱 𝗔𝗻𝗮𝗹𝘆𝘁𝗶𝗰𝘀: Responsible for performance tracking, analysis, and reporting.

𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀: Boosted CSAT by 10 points and slashed ART from hours to minutes within 2 quarters.

Head of Customer Care

• To increase the CLV and mitigate churn by 16%, I introduced AI (NPL) and machine learning into DWH. This allowed for the connection of customer sentiment from tickets/contacts with App data points, enabling pattern behavior analysis. These initiatives empowered verticals to create strategies targeting investors experiencing low trading volumes and exhibiting churn risk patterns.
•  To boost revenue by 12%, I led the strategic transformation of Support from a cost center to a revenue-generating vertical. This involved proactive engagement with high-profile customers at risk of inactivity or churn.
• Defined the requirements, processes, and reporting structure for the QA department within Customer Support, developing QA Audit forms and Scorecards to enhance performance by 10 points.
• Centralized and streamlined the Customer Support reporting methodology, resulting in weekly time savings of 50 hours.
• Introduced Customer Effort Score as a KPI to measure the convenience and ease of use of Bitpanda services.
• Established and facilitated CX Workshops to promote and embed customer-centricity across verticals.

CX Team Lead

Don't we all love the things that 𝘫𝘶𝘴𝘵 work?
We look forward to repeating and bringing friends along where the experience treats us best. 

From start to finish, I take a holistic look at the journey of our Staff and Investors. My goal is to make their interactions and everything around them a delight. Services, workflows and tools need to serve, help, and enhance the path to convenience.

𝐒𝐮𝐦𝐦𝐚𝐫𝐲:
• Conceptualized and enhanced the Support staff and the Investor journey.
• Migrated and centralized the Support internal KB and SOP into Confluence.
• Optimized internal workflows and processes.
• Researched and cost-benefit analysis of tools.
• Risk Assessment.

CX Advisor

Wargaming

𝗣𝗹𝗮𝘆𝗲𝗿 𝗝𝗼𝘂𝗿𝗻𝗲𝘆: Responsible for players’ behavior analysis and the improvement of Customer
Effort Score (CES) in the Help Centers by 21%. Researched and optimized self-service solutions
boosting ticket deflection by 40%.

𝗞𝗻𝗼𝘄𝗹𝗲𝗱𝗴𝗲 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁: Responsible for delivering the experience to players across 21
brands via the Help Center, managing anything related to it, from the ticket category structure
to publish articles across the regional Help Centers.

𝗭𝗲𝗻𝗱𝗲𝘀𝗸 𝗦𝘆𝘀𝘁𝗲𝗺 𝗔𝗱𝗺𝗶𝗻: Owner of Global Zendesk, making sure everything works as expected.
Players get replies, notification emails, and automations and triggers fire when they should.

𝗦𝘂𝗽𝗽𝗼𝗿𝘁 𝗧𝗼𝗼𝗹𝘀: Responsible for Requirements and Acceptance Criteria for Users and
Players.

Knowledge Base Manager: EU, NA, APAC, PC, Consoles, Mobile

• Coordinated article localisation and publication in 8 languages for the EU product portfolio.
• Implemented the tone of voice keeping regional particularities.
• Managed art assets and URLs.
• Managed the internal Knowledge Base and SOP over Confluence.
• Onboarded new tools to maintain the Knowledge Base up-to-date.

𝗠𝗶𝘀𝘀𝗶𝗼𝗻 (𝟲 𝗺𝗼𝗻𝘁𝗵𝘀) - Integration of EU Zendesk instance with New Support Portal (back end)
• Built from the ground up the Customer Service portal and ticketing system for the EU product
portfolio.
• Created the ticket submission journey in the back end and front end.
• Set up logic for Triggers and Automations.
• Created and set up Ticket Fields and Forms.
• Created and localised Dynamic Content.
• Set up agent roles, views, and ticket routing.
• Implemented ticket deflection solutions.

Knowledge Base Coordinator: EU

• Handled Account, Billing, and Tech tickets. Tech Point of Contact for escalations.
• Trained and shadowed new hires.
• Documented Policies & Procedures.
• Handled the EU Help Center Knowledge Base.
• Handled the English and Spanish Community forum.

Customer Service Representative

Blizzard Entertainment

Leaving the family business and following my own path. 
• Handled World of Warcraft and StarCraft II tickets, related to Account, Game, Tech and Rule Violations.
• Promoted to Tier II within a year. Top performer.

Game Master

Decoparket

Family Business. 
• Raised and trained within the company to handle from cleaning the floors to executive meetings closing deals. Got a knack for designing and building kitchens.

Carpenter, Salesclerk, Personal Assistant & other roles

Colomé Informàtica

Summer side job. Fix computers and salesclerk.

Sales & Tech

E3 Futura, Campus Party Valencia

One week side job, liaising with partners and organisers.

Control Assistance

Head of Customer Care @Tatum | Enterprise SaaS | FinTech | Blockchain | Web 3.0 | Crypto

Corporate etiquette has its time and place. Bear with me here, for in my One-on-ones is the place for uncomfortable yet okay conversation topics.

For starters, I am far more fond of WOM than preaching about my exploits. However, I love sharing stories about what I learned from great managers and mentors I’ve been wicked lucky to have. From them, I developed an acquired taste for advising, training, and mentoring others. Seeing your people grow into a better version of themselves feels pretty good, doesn’t it?

I keep to heart “Hire for attitude and train for skill”. From people I’ve worked with or hired, I learned the hard way that having an education hardly correlates with brilliance or performance.

About my professional background, I was raised and trained to take over the family business. Although this path taught me the meaning of ownership, discipline, and accountability, I ultimately chose to follow my own.

Blizzard Entertainment and Wargaming.net - video games industry (boxed, subscriptions, and F2P) - I started as a Game Master helping customers and progressed to managing a global product portfolio of 21 brand CRMs, Help Centers, and knowledge bases. My roles got me into Customer Experience and honed my skills in optimizing SOP and customer journeys from A to Z.

Bitpanda.com - Crypto and Stock Exchange (institutional and retail investors) - I focused on establishing Customer Experience and Customer Centricity across verticals. I dived into AI, RPA, and machine learning to connect customer sentiment with App data points, aiming to decrease churn and increase the CLV by transforming Support into a revenue generator. There's A LOT to unpack on this one. In the meantime, I also defined and set up the Support QA department.

Tatum.io - Blockchain infrastructure services (SaaS and IaaS) - I built the Support team from the ground up while chipping in for upsells and renewals with Success and closing Enterprise deals with Sales. As one would expect, building and keeping a close relationship with customers paid off big time in ARR.

As a takeaway, I believe that “the best Support is the one you don’t need”, but when required, it should be good. On products and services I use or work on, I want an effortless and convenient experience. Don’t we all love it when things just work?

taplio

The Battle

Clemens Behrend

Nestor Nicolau

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