Greater Milan Metropolitan Area
I have a strong passion for Customer Success and 20+ yrs of leadership in sales and services experience. Extensive background in developing strategic services and sales plans for delivering world-class services understanding and meet the current and future needs of high-tech companies, and with a consequently proven services sales track record. I have substantial experience in leading cross-geographical operations teams to drive goals and revenue outcomes into the software service arena. As an experienced manager and decision-maker, I consider the listening, teamwork, ethical behavior, and candid communication to be fundamental. In recent years I have been responsible for sales plan of services in Italy, in the Mediterranean area (Italy, France, Spain, Greece, and Israel), and then global sales of software contracts for a turnover volume of $115M. Reached the sales targets and two digits yearly growth during the last 10yrs [email protected]
Enable Services integration into regional solutions by internally selling the value-add of services and maintenance offers to the overall customer solution experience and driving the business development of new high margins in target market segments (cells and battery tests). Work as a trusted advisor and expert delivering innovative services solutions to help customers (e-Mobility and Energy) extract the best from their test environments while getting their products and solutions to market faster and at a lower cost.
I studied and did some research on the services and customer success arena. I had some experiences working with organizations interested to learn the new support and service needs of their customers. I helped those small and medium companies set up or update their service organization and processes to raise loyalty rates and repetitive business volume through the sales and renewals of services contracts. I supported the medium and top management on catching the current situation of their service business, the positive and gaps in their execution, and designing action and services business plans.
Accountable for Global Software service recurring business ($113M) | Management and coaching of multi-regional and multi-cultural teams (Costa Rica, European and Asian countries) |Creation and execution of the yearly action plan (ROA: Results, Objectives, Activities, and KPIs) |Partnership with company’s leadership | Enablement of Software services sales approach (SaaS)| Drive the Customer success and customers retention | Responsible of Software Contracts Renewal Rate (Single, medium and Enterprise customers) | Fuel a successful interlock with internal stakeholders.
Led the setup, the onboarding and management of multi-disciplinary services operations teams (Software, Customer Education and Hardware maintenance services) | Accountable for Software Service Recurring revenue and renewals of: Single, medium and Enterprise software contracts | Drive the customer success and retention | P&L, improvements and effectiveness of Customer education and training’s offer| Hardware maintenance delivery, and upselling | Foster cooperation with sales department | Cultural Awareness and sensitivity across EMEIA region | Cooperation with leaderships of different departments
Accountable for growth of services business and recurring turnover of active contracts (Software: single, medium and Enterprise customers. Customer education and hardware maintenance agreements) | Business plan | Customer success and retention | Software Contract Renewal Rate | P&L, quality and Effectiveness of Customer Education and training | Foster cooperation with sales department | Cultural Awareness and sensitivity across the region | Sales Escalations | SWOT and GAPs analysis | Sales QBR meeting update | Recruitment | Partnership with the Regional Sales Leadership | Cooperation with Product Manager and leaders of Service Dept at the headquarters
IT specialist focused on daily support to users and maintenance of the IT system, network, and digital telephone equipment (Ericsson digital phone communication server). Teacher for internal training (DB, word processor, spreadsheet) on IBM 36 computer platform.