Barcelona, Catalonia, Spain
Originally Sardinian, I have always been fascinated by diversity and cultural differences and that's why I lived, studied and/or worked in different places within Italy, Australia, Brazil, Spain, Malaysia. Into sustainability/environment topics and true animal lover (being vegan since 2013) Bringing a solid track record in global leadership (6 years) in both startup and corporate environments, SaaS and consulting, have hired and built from scratch teams in the EMEA, META and APAC regions. Professionally passionate about Customer Success, Business Strategy, Coaching and Sustainability. On a personal spectrum, I am passionate about Personal Development, Neuroscience and its connection to meditation (specifically into the work of Joe Dispenza), languages (I am learning Turkish as my 5th language) and everything connected to Animal Welfare.
FY27: Q1: BGRR 96.62% (overachievement) NRR: 140% (overachievement) FY26 Achievements: BGRR: 97.5% (overachievement) New revenues generated - expansion: 170% FY25 Achievements: BGRR: 94% (on target) New revenues generated - expansion: 143% - Leading a senior team of Enterprise Customer Success Professionals ( Sr. CSM, Strat. CSM) spanning across Italy, Spain and Middle East, Turkey & Africa, representing ~ 70M ARR - Recruiting to support the regional growth - Hired & Onboarded 3 new joiners in the first 3 months in, +5 in 10months - Leading weekly forecast calls on churns/future risks (4 Quarters ahead) and expansion efforts, ensuring control of the business and anticipating mitigation needs - Collaborating with Regional Directors, RVPs and the AVP to discuss risks and mitigation strategies and build synergic account plans to enhance customer engagement & stickiness with the technology - Influencing the future of the regional growth by leading the business planning and setting the vision by identifying the headcounts and priority motions needed for the next 3FY - DRI for the CS Upskill Leadership Program which aims at preparing future leaders into their leadership Journey, building the structure & skilset needed to thrive and be resilient in face of adversity - Coleading with NAMER the recruitment playbook initiative, representing the entire EMEA focusing on reshaping leveling for each CS enterprise role, for the entirety of the interview process and specifics of recruitment stages and outcome expectations - Working with Named Technical Engineering leadership on building strategies for mitigating risk and increase customer adoption and ensure quick time to value realized Part of the Barcelona Culture Crew: Serving as a culture ambassador in the local office contributing to ideating, planning and bringing to life activities for Barcelona employees such as the Volunteer Activity organized for Esperanca, to help people in need around the city
- Re-built the team from scratch (from 1 to 8) having recruited the Customer Success Advisors supporting the entire Strategic clients in the EMEA mature space ( 2 DACH, 1 Nordics, 1 UK/I, 1 Belux & UK, 1 Spain&France, 1 Italy), covering a total value of 140M. - Team Coaching & Development: guiding and helping the team to overachieve their targets in building solid long-term engagement (retention) and generating expansion business - Setting the Strategic segment direction through direct definition of the relevant vision and priority initiatives (Strategic Pillars and tactics) - Capacity planning analysis and business Planning (responsible for KPIs ideation and analyze the market's and business need for headcounts matters) - Lead and co-developed the Account-Based SharePoint site project, to serve as one single stop shop of resources to help improve internal visibility and increase collaboration and for supporting new joiners (aiming at limiting the disruption in the information flow and location complexity) - Lead the structure and activity for the entire annual Management Session in the US where 50 leaders up to VP role gather to work together (activity deployed using various LUMA methods and Co-facilitated with one AMER and one APAC Manager) As a proud member of the Green Committee, I have led a project to support MONA Foundation (rehabilitation sanctuary for primates in Spain) achieving a nice number of mobiles donated for recycling purposes, 780 euros of donations for the foundation and recycling and donation of 8 laptops thanks to the Autodesk foundation. Also led the session with as guest speaker the Mona's Managing Director.
- Recruit, train and lead a team of CS Executives, guiding the day-to-day activities and enabling individual development to promote career growth - Build executive relationships with enterprise accounts by driving faster time to value, through improved adoption and conducting QBRs to leverage on value delivered, expansion opportunities and creating advocacy - Partner with the Product & Tech team for the development of new features or enhancements to deliver a scalable customer journey - Working closely with the CEO to define the relevant KPIs to measure team performance as well as Customer Health and engagement - Analyze customer and performance data to make informed decisions about operational and process changes
- Strategic Planning: In charge of the development of the Malaysian Market from scratch: Market research & analysis, technical meetings, project reviews. - Account Management: Daily meetings with C-levels of MNCs (IT & Telco Consulting) - Talent Acquisition & HR Operations: Sourcing (60 CVs/ week), screening and interviewing potential consultants (10 people/week) - People & Budget Management: Managing the Business Unit: in charge of the team of consultants, their career development and the P&L.
Managing the relationship with clients from 'beginning to end' from the cold call to a consolidated relationship within different markets, including Italy, Malta, Cyprus, UK/IE, Switzerland: - Pre-sales 》 Quote preparation and contract' negotiation - Account management》 Retention and customer engagement - Payment management 》P&L Coaching a team of Customer Success Consultants over call preparation and clients' management (consultative approach), internal procedures/processes and relationship skills.
Besides the daily responsibilities as Account Manager, I was appointed as a Sales Team Leader and I am in charge of a team of 6 people belonging to the UK and US Markets (later became IT market) As a Sales TL, I coach and monitor the day-to-day activities providing guidance with the objective to help the team through workshops and real case scenarios overachieving its targets by sharing processes and best practices, as to ensure they can create long-term relationships with clients, increase overall client's satisfaction & retention.
Responsibilities include: - Management of a Portfolio of accounts which varies each two months - Relationship building with existing customers spotting new sales opportunities by up-selling and cross-selling our Advertisement Solution or driving adoption to the Premium one - Further development of the business by increasing the customer base - Onboarding, nurturing and educating existing and new customers through outbound calls and emails in a programmatic coverage-based approach to support them to adopt and implement the proposed solution - Increasing customer engagement by identifying solutions to issues and concerns and increase the retention rate Constantly overachieving the KPIs assigned (retention and sales) up to 150% over the last 12 months