About Stefanie
Stefanie joined the Conntac team as Customer Success Manager in October 2025. Her motivation: to make technology, which seems very complex for many people, more accessible through intuitive self-service solutions.
As the central point of contact for existing customers, she ensures that customer requirements are translated into concrete solutions and that these are seamlessly integrated into our processes. She is much more than just a contact person. She is the strategic interface that connects sales, development, and marketing. This deep insight into all areas makes her work extremely versatile and ensures that customer feedback ends up exactly where it can make a difference.
Create the best experience together
Stefanie describes her everyday life as a constant transfer. She sees herself as a bridge builder who brings all the threads together to create the best experience for users and colleagues alike.
“I see myself as a navigator who ensures that the sales goals of onboarding become reality, that customer needs reach development and that the success stories end up in marketing.”
Working hand in hand for secure onboarding
When a project is handed over to Stefanie by the sales team, her first impulse is to provide security and structure. For her, a kick-off appointment is not just a formality, but the moment when the basis for trusting cooperation is created.
In doing so, she pays particular attention to taking the individual capacities of customers into account and determining the next steps in a structured manner based on this. The goal: Onboarding should not be a hurdle, but a process in which we pick up the customer team step by step.
A recent kickoff showed just how important this exchange is:
“The customer knew exactly what would happen next and gave immediate positive feedback. At such moments, I know that the foundations are in place and we can start the project successfully.”
If there are any hurdles, she follows a clear motto: analysis instead of actionism. What does that look like in practice? Stefanie explains it this way:
“My secret recipe is transparency. When things get stuck, it's important to analyse difficulties together and move on in the same direction again. We not only document these learnings, but also immediately integrate them into our processes so that the customer experience grows steadily.”
Real added value instead of complex niche features
Stefanie sits directly at the source of feedback. Her job is to translate specific customer requests in such a way that they become functions that offer real added value for the big picture.
In exchange with the development team, she brings in the users' point of view. In this way, the team decides which adjustments are prioritized so that we don't get lost in complicated niche features, but improve the experience for all customers.
It is particularly motivating when customer requests can be implemented directly and a noticeable improvement occurs as a result. Stefanie talks about a recent situation in which a click dummy was developed for service agents:
“Since agents are often not allowed to use mobile phones at work, there were hurdles to precisely answer customer inquiries about the app. With the click dummy, they can now simulate the application directly on the computer and thus process the requests much more efficiently. Real added value thanks to a feature that immediately made everyday work easier for the customer.”
However, customer success sometimes means saying “no” when a customer request does not fit into the overall concept.
“For us, a 'no' is always accompanied by maximum transparency. I explain the reasons and look for an alternative, which often creates a valuable learning process that makes the project more stable and user-friendly in the end.”
How enthusiasm turns us into real success stories
How do you recognize the potential for a success story? For Stefanie, it's the perfect combination when our technology starts right where it really makes everyday life easier for customers. The impetus for this is often an honest exchange: When customers point out where they still see a gap or what is currently particularly bothering them, this is the opportunity for Stefanie to listen and take the project to the next level together. If customers then report proudly about a new feature that has solved a specific pain point, this is the starting signal for cooperation with marketing.
For Stefanie, this exchange is essential, because a good success story requires more than just technical data. It needs real emotions and solved problems. She describes the focus of this collaboration as follows:
“In marketing, we don't just want to talk about features or software updates. We want to show how we simplify interaction with end users and solve real problems.”
At Conntac, no lead is a number
This guiding principle shapes Stefanie's daily work. She is committed to treating every request with the utmost seriousness and speed. She often provides feedback even before all questions have been clarified in order to give customers peace of mind: “We're on it.”
Honest feedback such as “Thanks for the quick response!” or “Great preparation!” is her greatest motivation. It is precisely these small acknowledgments in everyday life that show that her way of working and her commitment to quality are appreciated by customers and that they can rely on her.
Partnership on equal terms
What motivates Stefanie every morning? It is a mixture of unpredictability and the strong team spirit at Conntac. She particularly appreciates the interdepartmental exchange and the daily challenges that make her everyday life so diverse. For her, the working atmosphere is characterized by a high level of quality awareness and mutual trust in order to be there for customers in a focused manner even on turbulent days.
With a view to the future, Stefanie has clear goals: Internally, she wants to make the exchange between departments even more seamless and valuable. To the outside world, she wants to leave a mark that goes far beyond simply providing a service.
“Our goal is to work together as equals, creating lasting added value and ensuring that everyone involved enjoys the experience.”
