Behind the Scenes - Interview with Julian Kornmaier

Julian Kornmaier

Position:
Chief Customer Officer


With empower since February 2008

Hello Julian, it's great to have you in the interview. 😊
Tell us, what is your role at empower?

"Thank you for having me. I am the head of the Customer Success department, which is divided into four areas: Onboarding, Professional Services, Customer Success Management, and Support. We are responsible for the entire customer journey after the handover from sales. The Onboarding team handles project planning with customers to ensure our solutions deliver the desired value. The Professional Services team customizes the product according to customer needs. In Customer Success Management, we ensure our existing customers get the maximum benefit from our solutions in the medium and long term, especially when new challenges arise. Finally, our Support team assists customers with technical issues, such as updates to new versions or resolving technical problems."

Can you tell us how your job profile has changed over the years?

"Of course. I started as a working student at empower in 2008 and became a full-time employee in 2015 after finishing my studies. Early on, I had the opportunity to build the first professional customer service area as the Head of Product Services. Over the years, our product business became increasingly important compared to our project business. In 2020, my team and I began restructuring into the current Customer Success framework to meet the strategic challenges of the subscription business."

A very interesting career path. What is a typical workday like for a Chief Customer Officer?

"As Chief Customer Officer, I serve as the main contact for the heads of the four areas. I am also a member of the empower Strategy Board, where I actively work on various strategies for the company's development and ensure we meet our Customer Success goals. Additionally, I act as the link between Customer Success and other departments. A crucial aspect of my role is maintaining direct contact with many of our customers. These interactions are important to me because they provide firsthand insights into how we can further improve our customer support and services."

Do you have any work routines? What is the first thing you do at work each day?

"The first thing I do is try to clear my inbox, handle Teams requests, and plan my day. A good cup of coffee in the morning is essential. Every day, we have a morning huddle where our team of nearly 40 people shares updates and supports each other with any problems. Throughout the day, I have three 'check-in' periods where I review my emails, Teams messages, and to-dos to reprioritize tasks and plan for the next day. At 2:30 PM, I pick up my kids and work from home for the rest of the day."

What do you particularly enjoy about your job?

"My colleagues. Sometimes I pause and think, 'How good can it get?' It might sound odd, but it's true. I also value the strong culture of trust in our company, which gives me the freedom to work conceptually. Additionally, I enjoy interacting with a wide variety of people on the customer side, from positive feedback discussions to problem-solving conversations. This diversity gives me the drive I need for the day."

What are your biggest accomplishments, and what do you look back on fondly?

"The establishment of the Customer Service department, which is now the Customer Success department. As a working student, my tasks were very diverse: testing software, performing the first product setups, supporting the first customers outside of management, and handling support issues. Eventually, we introduced the first ticket system, optimized processes, and restructured the department into four distinct areas. There were many ups and downs, but in the end, we succeeded together. Today, we have a large department with many great people, and I am very proud of its development."

Since you've been with empower for so long, can you tell us what makes empower a great employer?

"Our culture of trust. We have a high level of trust among each other, which creates room for independent projects and flexible work. Decisions are always made based on arguments—the best argument wins, not the hierarchy. Everyone has the chance to contribute strategically. We foster a culture where we stand together for mistakes and have a management team that backs us up and responds with understanding. We treat each other with respect and strive to ensure a healthy work-life balance for all employees. I find that very admirable."

Let's play Either...Or...! Julian, what would you choose? 😄

Mountains or sea? "Sea."
Android or iPhone? "iPhone."
Dog or cat? "Dog." 🐕
Ketchup or mayo? "Ketchup."
Calling or chatting? "Calling." 📲
Early bird or night owl? "Early bird."
Nutella with or without butter? "Without butter."