Spain
I have +15 years of experience in Sales / Account Management & Marketing function, having spent the last +12 years working in Dublin for Top Tech Companies such as Google (as vendor), Indeed (World's #1 job search site), Datadog (SaaS - Cloud Monitoring Platform) and MongoDB (NoSQL distributed Database) holding a variety of roles with increasing levels of responsibility, working during the last +6 years in Managerial roles. I am an expert in SaaS environments - Cloud Technology and Digital Marketing (G. Adwords, G. Shopping and G. Analytics) as well as being passionate about the IT and HR industries. I hold a degree in Industrial Engineering (Electronic) from the Polytechnic University of Seville and have achieved a Master in Science in Data Analytics - Big Data from the National College of Ireland.
Responsible for growing and leading the Enterprise CS team for the Iberia region by: *Designing and executing strategic initiatives aimed at increasing retention, expansion, and adoption. *Enabling my team to achieve by organizing around a set of key performance indicators to deliver against quarterly and long-term targets. *Developing trusted relationships with Sales and CS leadership through regular stakeholder engagement and proactive collaboration. *Growing my team members by delivering effective feedback, coaching, enablement, and recognition. *Identifying and recruiting top-talent to scale the team.
*Manage, lead, mentor and train a team of Customer Success Managers *Coach team to proactively work with customers to find expansion opportunities and increase loyalty and retention *Identify and qualify growth opportunities for added value within assigned accounts and ensure high retention and renewal rates *Serve as an escalation point between customers and internal Datadog teams to ensure customer success and adoption *Serve as an escalation point between customers and internal Datadog teams to continuously improve our Product Adoption and Service offerings
*Hire, lead and grow a team of Client Success Specialists dedicated to delivering quality to our clients and internal partners. Currently Managing an International team of 12+. ( Iberia, Nordics, Poland, SouthAfrica and Middle East ) * Act as an escalation point for resolving difficult client, Sales, and/or technical and product issues. * Conduct regular 1:1 meetings, account audits and Call Reviews with team members. * Spot check and analyze team’s book of business to provide guidance and recommendations on campaign management and division of budget in order to meet and exceed client and sales expectations. * Provide coaching, mentoring, and constructive feedback to team members to develop them professionally, fostering internal mobility. * Responsible for the management and communication of expectations and any internal changes affecting the team. * Work closely with internal management counterparts to foster team collaboration, drive professional growth, and inspire innovation amongst internal teams. * Product expert internally and externally. * Partner with Sales Directors to ensure team collaboration on client accounts. * Monitor workflow of the team to ensure SLA’s are met * Develop and implement new ideas that will achieve team and company-wide goals. * Promote a fun and zealous environment while hitting the KPIs set out by the company.
• Act as a mentor and advisor to Client Support Specialists across all EMEA markets • Facilitate trainings based on trending needs for Client Support Specialists • Conduct interviews with prospective team members • Assist with onboarding of new hires, checking in with them and making sure they are on the proper track • Conduct one-on-one meetings as needed with Client Support Specialists to review accounts and developments • Help Client Support Specialists diagnose and solve difficult technical problems, providing accurate advice to clients and Sales counterparts • Work autonomously and maximise availability to act as a resource to team members • Develop strategies to keep the team motivated and engaged • Act as a leader and make decisions in the best interest of the client
• Act as a trusted advisor and subject matter expert to clients and partners, both internally and externally • Develop and maintain a deep understanding of clients’ business drivers and recruiting goals, and steer program activities to align with those initiatives • Partner and work very closely with Sales to manage clients’ success metrics and expectations, monitor and measure client satisfaction, succinctly communicate ROI, and ensure client growth and renewal within the Indeed product suite • Monitor and manage employer content and advertising campaigns including pay-per-click (PPC) to ensure consistent product performance and delivery • Act as a liaison between internal teams to implement an effective adoption and expansion strategy through coordinating amongst sales, Marketing, Product and Finance teams • Analyze and monitor client data to draw insights and optimizations with the goal of communicating those findings to the clients as well as adjust campaigns for better marketplace performance
• Implement the best optimisation strategy for Spanish Google Large Customers (LCS) to achieve their goals, such as Return on Investment (ROI), Cost-per-Acquisition (CPA), driving traffic to websites or increase their brand awareness through either Search or Display Network. • Creation of new campaigns (ad group structures, ad texts, keywords match type) and adjustment of bids, using marketing insights, Google tools, reviewing client’s business model and website architecture. • Increase export revenue opportunity by running and analysing “Health” reports on account advertisers' activity / performance as well as conference calls with clients.
• Responsible for analyzing advertiser needs and distributing the workload based on reps skill set and product knowledge. • Planning weekly the workflow of the team. • Responsible for the mentoring and ramp-up of new team members. • Encourage the team to improve his motivation and the overall team work. • Awarded as the best performer in 2 consecutive quarters (Q4’14-Q1’15).
• Provided trainings & consultancy to small & large customers on the implementation of Adwords solutions aligned with their business targets. • Analysed and synthesized user feedback for input into product development. • Managed account retention and prevented churn by identifying product quality issues patterns and measuring product adoption.
• Responsible for growing a €3M+/year portfolio of key clients across electrical sector. • Awarded for consistently overachieving quarterly targets. • Managed the entire sales cycle from prospect to close. • Consulted clients to identify growth opportunities through new product(s) launch and customers acquisition. • Team Manager. Assembled and management of a team of 8 people in order to ensure the best service. • Industry Insights: Accelerating Customer’s satisfaction through ROI & industry analysis and forecasting. • Pricing Analysis: Responsible for re-pricing products in accordance with market fluctuation. • Business development: Build relationships with new clients achieving a 20% portfolio growth.