Juho Pääkkönen

Executive Customer Leadership in Gaming, Digital Services, FinTech & Licensing

Helsinki, FI

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About

+15 years of Leadership experience in Customer Facing roles. As a leader, I take ownership and carry it out with dignity. My high attention to details and ability to motivate subordinates makes me an ultimate team player. I am often appraised for my ability to see the "Big Picture" and for my capability of thinking outside the box. As a team member, I am seen as inspiring, witty, and motivational. I demand a lot but in return give my heart out to the people I work with. I am Aalto EE Alumni, Certified Scrum Master and acting as a mentor for Gaming startups. Achievements: - Established multidisciplinary teams (Advocacy, Customer Success, Customer Support, Quality Assurance, Release Management, Localisation, DevOps etc.) for digital transformation, Full Stack SaaS Platform & Gaming & FinTech & Licensing - Established Quality management system (ISO9001 standards) - Obtained Self-certified status for OEMs (Nokia,Vodafone, SE) for the company as one of the first in the world resulting into significant revenue boost (+300%) Expertise: Strategy, Management, Project/Program Management, Release Management, Advertisement ,Quality Assurance, Product Marketing, DevOps, Customer Success, Developer Relations/Customer Support, Localization, Agile

Ask me about
Customer Success Software
Customer Self-Service Software
Conversational Customer Engagement Software
Social Customer Service Software
Live Chat Software
Gaming Tools
Singular
Fintech
Agile CRM
Google Analytics
Game Engine Software
Bug Tracking Software
UserTesting
Work experience
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Sep 2020 - Present

Next Games

Player Experience Director

2015 - Present

Keyboardist

Creating outstanding music https://www.facebook.com/theohoband/ https://open.spotify.com/album/0P9N1QoEg7vMknWNCNWfsK https://www.levykauppax.fi/artist/the_oho/shakespeares_and_waterfalls/

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Dec 2013 - Present

GameFounders

Mentor

Mentoring gaming startups

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Nov 2019 - Oct 2020

Flowhaven, Licensing Suite

Customer Success Director

Established Customer Success /support strategy, practices, team. Accountable for Key Accounts and digital transformation projects Accountable for teams up-sells, renewals Member of Leadership team, reporting to CEO

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May 2018 - Sep 2019

Holvi

VP Customer Success & Operations

Leading Holvi´s Customer Success & Operations unit, reporting to CEO - Customer Success/lifecycle (adoption - renewal/advocacy), CRM, Support, Service Management, Banking Operations, Customer Community, CDD, KYC/KYB, AML, fraud, QA/Releases - Executive Management team member

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Jan 2018 - Apr 2018

Unity Technologies

Director of Engineering, Monetization

Leading Unitys´s engineering organisation in Helsinki

Jun 2012 - Jan 2018

Rovio Entertainment Corporation

Lead

Established practises of handling digital service platforms Release Management, Program Management, CI/CD, Advocacy, Customer Success, Support, Quality Assurance, Deliveries, DevOps, Technical Documentation and Product Marketing globally. Digital service platforms is built to bring games to life, to run live ops, to run experiments, to target, to analyse, to test and support, and to monetise with IAPs and Ads. Today supporting tens of millions of players and serving thousands of requests per second from all corners of the globe, Beacon captures 4 billion analytics events per day Member of leadership team Go To Market program Program Management Previous titles: - Live Operations Lead - Developer Relations Lead - Manager, Quality Assurance & release management - Quality Assurance Manager

1996 - Apr 2015

Carmen Gray

Keyboardist

2013 - No. 1 2011 - Gates Of Loneliness 2008 - Welcome To Grayland 2006 - The Portrait Of Carmen Gray

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Jul 2004 - Jun 2012

Digital Chocolate

Director of Services

Worldwide responsibility of multidisciplinary unit (+100 indirect reports) providing 10k SKUs across the AppStores and OEMs as well as providing in-house service platform for internal studios & external partners - Deliveries from internal /external developments to AppStores and OEM partners with ISO9001 equivalent standards - 24/7 Support for end-users and business partners - Community management - Full Localization team ramp-up for EMEA, ASIA, US in disciplines across - Quality Assurance - Customer Service - Community Management - Release & Delivery Management - Localization - Device management Achievements - World class community management system ramp up (people/tools) supporting hosted forum and connections on all major social networks - Applied best practices from ISO9001 and other standards for building and creating internal QMS KPI measurement and achieving self-certified status for OEMs (Nokia, Vodafone SE etc) as one of the 1st company in the world - Full in-house localisation ramp up - Customer feedback loops for support resolution turnaround times of 24 hours Previous titles: - Director of Quality Assurance - Quality Assurance & Control Manager - Quality Assurance Manager - Game Tester

Education

2013 - 2013

Aalto-yliopisto

Leading Service Business

Helsingin Ammattikorkeakoulu Stadia

BS, Telecom

Käpylän musiikkiopisto

Violin

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