Fabian Heldt
Customer Enablement Manager
What I do at Luminovo
As Customer Enablement Manager at Luminovo, I drive the strategy behind customer engagement, automation, and communication, ensuring that our users receive a seamless and proactive support experience. My role revolves around optimizing and enhancing our enablement processes using Intercom, where I oversee:
Automation & Workflows – Designing intelligent automation, workflows, and proactive messaging (pop-ups, banners, and targeted in-app support) to enhance user experience.
Customer Insights & Performance Analysis – Monitoring SLAs and KPIs, generating reports, and leveraging data-driven insights to refine our approach.
Customer Inquiries & Support – Acting as a key touchpoint for customer inquiries, ensuring smooth and effective communication.
Beyond the core enablement responsibilities, I also lead initiatives that elevate customer engagement and product adoption, including:
Content & Communication – Owning the monthly customer newsletter, from content creation and design to scheduling and performance analytics.
Localization & Accessibility – Managing translations to ensure our messaging resonates with diverse audiences.
Onboarding & API Integration Support – Assisting new customers in getting up to speed, with a particular focus on API integrations.
In this role, I blend automation, data-driven decision-making, and customer experience strategy to create a scalable and impactful enablement function. If you're passionate about customer success, automation, and seamless digital experiences, you'll love working in this space!
Who am I?
With a strong background in customer enablement, account coordination, and technical support, I have developed a deep expertise in optimizing customer interactions, automation, and process efficiency.
Previously, I served as an Interim Team Lead for Account Coordination at Forto, overseeing teams across multiple European countries. My role encompassed people development, KPI-focused process optimizations, and strategic performance management. Prior to that, as a Key Account Coordinator, I was responsible for managing high-value customers, data-driven business reviews, and technical inquiries related to Salesforce.
Previously, I served as an Interim Team Lead for Account Coordination at Forto, overseeing teams across multiple European countries. My role encompassed people development, KPI-focused process optimizations, and strategic performance management. Prior to that, as a Key Account Coordinator, I was responsible for managing high-value customers, data-driven business reviews, and technical inquiries related to Salesforce.
Before Forto, I spent three years at CHEP, where I managed key national accounts, focusing on improving transfer flows, strategic account growth, and B2B relationship optimization. Additionally, I participated in leadership development programs, gaining expertise in change management and mentoring.
My technical proficiency stems from my experience at AbeBooks (an Amazon company), where I held roles in customer service and technical support. I specialized in API integrations, SQL query management, troubleshooting FTP and API issues, and developing automation processes.
Across all my roles, I have honed my ability to bridge technical solutions with customer experience, ensuring that businesses operate efficiently while delivering top-tier service. My expertise spans CRM, SaaS, API integrations, KPI analysis, automation, and workflow optimization, making me a strategic asset in customer enablement and operations.