Ena Mandic

Head of Customer Experience @lempire

👉🏼Sales, as my first love and a part of my DNA.
👉🏼Joined lempire early days to handle support and sales.
👉🏼Built full support processes and documentation from scratch for lemlist and lempod.
👉🏼Handled all tickets, demos and sales on my own for initial 2 years. 
👉🏼Built several CS teams, as we acquired more companies and released products. 
👉🏼Consistently maintained a Customer Satisfaction (CSAT) score above 97% annually.
👉🏼Managed and scaled the customer support team from myself to 12 members.
👉🏼Ensured high-quality support through comprehensive training and robust documentation.

What You'll Get by Following Me:

🏆 Tips on how to incorporate AI to assist you and not customers directly.
🚀 Actionable tips for building and scaling customer support teams
🔥 Strategies to enhance customer satisfaction and loyalty
💼 Insights into support processes and documentation best practices

Let’s connect and grow together! 🌟

Head of Customer Excellence 

Head of Customer Success @lemlist, lemwarm, Taplio, Tweethunter

Tal Baker-Phillips

lemlist

Helping lemlist's top clients solve problems.

Customer Success Lead

Sales Lead

Partoo

12 BDRs managed across all Europe, LATAM and MENA 🌍

- Define territory prospection strategy along with Team Leads
- Coach and challenge team leaders under direct management
- Ensure targets are being met
- Influence and manage new processes
- Influence strategic decisions taken by management
- Manage HR aspects: holidays, trial periods, monthly + annual reviews, pay rises, disciplinary issues
- Plan individual career growth
- Decision maker in recruitment process

2022 Target Reach
Jan: 112%
Feb: 122%
March: 99%
April: 87%
May: 108%
June: 133%
July: 107%
August: 104%
September: 103%
October: 80%
November: 76%
December: 100%

BDR Manager - Expansion

• Manage team of 9 BDRs prospecting in 4 languages across the UK, CEE, DACH, Middle East, Nordics, Brazil and LATAM;
• Built the prospection structure used for International outreach from scratch;
• Team pipe generation of €5,000,000+ (as of February 2021);
• Lead the international prospection process, with a tailored approach for each territory;
• Use tools including SalesNavigator and SalesLoft every day;
• Work closely with each BDR to always adapt and streamline the approach we use as an EXP team; 
• Interact with operations and marketing team to build the strategy we need to hit our weekly and monthly targets.

Team Lead BDR - Expansion

• Lead expansion in the Middle East, Brazil and UK;
• Pipe generation of €1,390,000+ (as of June 2021);
• Update and streamline the Business Development process;
• Personally carry out initial qualifying meetings, as well as participation in negotiations further down the line;
• Maintain daily communications with top companies and C-level representatives to discuss the details of Partoo's solution;
• Close relationship with Country Managers and Chief Sales Officer.

International BDR

Meero

• Responsible for prospection in Portugal and UK markets;
• Maintained consistent results - 82%, 171%, 134% of target for Q4;
• Prospected through calling, mailing and making use of Salesforce, SalesLoft and Sales Navigator;
• Created a weekly list of 20 high priority companies to prospect;
• Worked closely with KAM and team lead;
• Respected the daily targets and adapted to the rhythm demanded by the particular markets and startup environment;
• Contributed to the evolution of Meero.

Business Development 

Upwork

• Translation, Content Writing and Voice Over work for English, Spanish and Brazilian Portuguese.

Freelancer

Sidera Consult

• Attended events representing the company, including BRITCHAM Brasil and the Netherlands consulate-general;
• Assisted on Brazil – UK company relations;
• Provided assistance directly to the company’s CEO;
• Drafted weekly articles in English on International Trade and Market Expansion; 
• Worked closely with the European Union on a weekly basis to produce and translate financial business reports;
• Translated and interpreted documents in Portuguese and Spanish on a daily basis; 
• Maintained and updated social media and website content;
• Worked on a 10-month project with the Brazilian Ministry of Agriculture (MAPA), for which Sidera received its largest investment to date;
• Planned and implemented corporate events.

Corporate Communications

Superprof

•	Taught English to Portuguese speakers;
•	Clients ranged from absolute beginners to senior business partners, giving me proficiency in everything from slang and informal language to advanced business vocabulary.

Freelance Tutor

Book 10+ Meetings Every Week

Former BDR. 

Driving lempire from $20M to $100M. 

Fruit enthusiast.

I help 100+ ambitious sales teams write bloody good emails.
 
Can show you how in 15 minutes. 

Send me a DM 💙

Or click the link below for the document I share with our top performing clients 🎒

https://lempire.notion.site/Tal-s-KAM-Pack-d0bd402b3444401586eff66d53b5d4af

Sales Leader

I make videos.

Click the link below to watch one 💙

Astounded I received this cold email today, though it reminded me of one thing my mother used to tell me when I was just a boy:

Don't believe everything you read on LinkedIn.

One of the main reasons lemlist bought Claap was we quite liked the idea of being able to extract every piece of data from every call we've ever done.

Here's our top 2 use cases - Sales for SPICED/MEDDIC & my own Customer Success template 💎

Claap's data showed I gave 760 feedbacks to my team since June.

All comments on recorded meetings.

Because the best way to train a team / ramp up new reps isn’t shadowing calls live or doing role plays.

It’s to leave feedback in pure context. 

- record everyone’s calls (we use Claap)
- watch them back on 2-3x speed
- get to work leaving comments time stamped on an actual meeting.

p.s as Aleksandra Mladenović, Esteban Yanischevsky and Julie Abecassis know, it’s the most relaxing, enjoyable task in the whole world 💙🍿

$2.7k commission and worth every penny 💅🏼

Not every team should have a KAM

Here are the eligibility criteria we put in place

What problem are we solving here?

#1 cause of churn = bad fit clients...

Not quantifying numbers on a sales call is like a doctor letting a patient get away with saying ‘ah i don’t drink that much alcohol that’s not the issue….’

How many units per week?

“don’t know exactly but not many”

What do you drink may I ask?

“Just beer, rarely spirits”

Pints of beer or bottles?

« Pints yea »

How many times a week do you drink beer?

“not that often honestly that’s not the issue trust me”

Ok, so less than 5 times per week?

“No a bit more than that but not very often”

Ok so 10 times per week for beer, then once per week for spirits?

“Err i’d say two-3 beers after work maybe more on the weekend, then i’d maybe yea have a gin/tonic if it’s a birthday or event or after work so yea something like that”

And there were events in the past two months like this?

“Not really no”

Ok so 2 events per month where you’d go out and drink beer + spirits?

“Past two months yea, 4 actually it was a work event”

And you’d have a small gin or a large double shot normally?

« Er I would normally get a double to be honest! »

And may I ask a final question, what beer is it you go for?

« Stella Artois, so nothing too strong »

Ok so 10-15 beers during the week, weekend is 3 beers at an event + let’s say 2 gin tonics. An average of 2 per month in the past 2 months.

Stella is 4.5% =, one of the stronger lagers. So that works out at 2.5 units per pint. Gin is 2 units for a double. 

So that works out per week at an average of 25-37.5 units from beer per week, plus 1 unit per week average if you have 1 double shot of gin.

So 26-38.5 units per week. 

The recommended limit is a maximum of 14 units spread over 3+ days with 2 alcohol free days In the middle. So you’re at least 2x almost 3x over the recommended limit on an average week.

« Ah... »

Over and over and over and over and over and over and over until it becomes clear as crystal what the numbers are.

taplio

The Battle

Ena Mandic

Tal Baker-Phillips

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The Battle

Ena Mandic

Tal Baker-Phillips

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