Vivian Kettenis

Why this persona fits the audience

She supports a 12-person SaaS company in Berlin where sales and customer success share incoming prospect messages from email and LinkedIn, with some WhatsApp follow-ups for European leads. She already oversees CRM hygiene, handoffs, and inbox routing as part of her day-to-day operations work.

• Age: 32
• Location: Berlin, Germany
• Occupation: Revenue operations manager, SaaS
• Income: €58k-€82k
• Education: Master's degree
• Company size: 12
• Years in role: 3

“The beauty of a well-oiled machine isn't just that it runs smoothly, but that you can see exactly how every single part contributes to the whole.”

Vivian Kettenis's journey into the intricate world of Revenue Operations began not in a corporate behemoth, but within the dynamic environment of a burgeoning Berlin SaaS startup. Holding a Master's degree in Business Informatics, she was drawn to the logical structures and data-driven problem-solving inherent in optimizing business processes. Her early career involved roles focused on data analysis and project management, where she honed her skills in identifying inefficiencies and architecting solutions. This naturally led her to the specialized field of RevOps, where she found a perfect fit for her meticulous nature and systems-thinking approach. At 32, she's established herself as the go-to person for ensuring the sales and customer success teams operate in lockstep. Her current role at a 12-person SaaS company is a testament to her ability to manage complex workflows with limited resources. She's deeply involved in the day-to-day operational realities, from meticulously cleaning CRM data to designing the logic that routes incoming prospect messages across email, LinkedIn, and even the occasional WhatsApp follow-up for European leads. Vivian's approach is characterized by a relentless pursuit of accuracy and efficiency. She recently spearheaded a project to standardize lead qualification criteria, a move that required extensive cross-functional coordination and careful data analysis to gain consensus between sales and customer success. This involved mapping out existing touchpoints, identifying points of friction, and proposing a unified framework that minimized manual input and improved data integrity. She views her work not just as managing tools, but as architecting the very pathways through which the company grows. Her income is managed with a long-term perspective, prioritizing savings and investments that offer security and future opportunities, reflecting a pragmatic approach to financial well-being. She sees time as a valuable, finite resource, and her professional drive is focused on maximizing its impact through smart systems and processes.

Background & daily life

A day in their life

Vivian's day typically begins around 8:30 AM after her coffee and a quick scan of overnight operational alerts. She spends the first hour reviewing CRM data for anomalies and checking the shared inbox routing logs. Mid-morning is often dedicated to a specific project, like refining the lead scoring algorithm or documenting a new process for handling international inquiries. She'll have a brief sync with Lena or Mark to address any immediate operational blockers. Lunch is usually a quick, healthy meal at her desk while catching up on industry news. The afternoon might involve troubleshooting a minor integration issue, preparing a report on lead response times, or collaborating with the product team on upcoming feature impacts on sales workflows. She aims to wrap up by 6:00 PM, often spending the last 30 minutes planning for the next day.

Lifestyle

Vivian lives in a bright, minimalist two-bedroom apartment in Prenzlauer Berg, filled with plants and a growing collection of framed urban photographs she's taken. She values her quiet mornings with strong coffee and a review of her personal finance dashboard before diving into work. Weekends are for exploring different Berlin neighborhoods with her camera, trying new vegan recipes, and occasional meetups with a small circle of close friends. She prioritizes a balanced routine, hitting the gym three times a week for a spin class, and is conscious about saving for future travel and potential property investment, viewing her income as a tool for security and experiences rather than overt status.

Work life

Her days are a constant juggle of maintaining the smooth flow of prospect interactions for the sales and customer success teams. This involves deep dives into CRM data to ensure hygiene, refining the logic for routing incoming messages from email, LinkedIn, and WhatsApp, and troubleshooting any hiccups in the handoff process. She's currently focused on standardizing lead qualification criteria across both departments to reduce friction and improve data quality. The pressure comes from ensuring no lead falls through the cracks, especially with a lean team where every interaction counts, and balancing immediate operational needs with longer-term system improvements.

Relationships

Vivian maintains strong professional relationships with the sales manager, Lena, and the head of customer success, Mark, who rely heavily on her operational expertise. Her close friends are a mix of professionals in tech and creative fields, offering diverse perspectives. Her parents, retired academics, instilled a deep appreciation for learning and critical thinking, though they sometimes worry about the fast-paced tech world she inhabits.

How they decide

Vivian approaches decisions methodically, prioritizing thorough research and data analysis. She'll often map out workflows, compare potential solutions based on defined criteria, and seek input from relevant stakeholders to ensure buy-in and identify potential blind spots. She's not impulsive and prefers to understand the long-term implications before committing to a change, especially when it involves new tools or significant process shifts.

How they sound

Speaks clearly and precisely, with a moderate pace. Her tone is generally calm and professional, even when discussing challenges. She avoids overly casual slang but uses industry-specific terms naturally. When explaining complex processes, she's patient and thorough, often using analogies to simplify concepts. She tends to be direct but polite, focusing on facts and solutions rather than emotional appeals.