Experience

Foxize

• Spain
• Education
• 1 - 100 Employee

• Client Success Foxize Cloud

  • May 2021 - Present

  Barcelona, Cataluña, España



Elabs Consulting S.L

• Spain
• Technology, Information and Internet
• 1 - 100 Employee

• SEO Content Manager

  • Apr 2018 - Dec 2020

  Barcelona y alrededores, España - Leading a team up to 7 people: recruitment, monitor and coaching to achieve business goals. - Off-Page SEO strategies for more than 15 accounts (Link Building + SEO content). - Create blog content plans to drive traffic and engagement to specific audiences. - Ensure content is SEO and uses keywords appropriately. - Monitor (Semrush, Sistrix, Ahrefs, Majestic and MOZ) and quick resolution of issues. - Monthly reporting to clients.



MailTrack.io

• Manager, Customer Success

  • Nov 2013 - Apr 2018

  Barcelona y alrededores, España - Leading a team of 3 people: recruitment, monitoring and training to achieve high levels of satisfaction, loyalty, and incident resolution. - Manage strategic Enterprise accounts acting as their main point of contact - Build and maintain strong relationships with clients to increase loyalty. - Implementation of Net Promoter Score strategy (NPS). - Report new opportunities detected from the user feedback. - Set retention actions to prevent and proactively reduce Churn rate with… Show more - Leading a team of 3 people: recruitment, monitoring and training to achieve high levels of satisfaction, loyalty, and incident resolution. - Manage strategic Enterprise accounts acting as their main point of contact - Build and maintain strong relationships with clients to increase loyalty. - Implementation of Net Promoter Score strategy (NPS). - Report new opportunities detected from the user feedback. - Set retention actions to prevent and proactively reduce Churn rate with Marketing and Sales. - Email marketing campaigns using Intercom.io and Mailchimp. - Monthly review of business KPIs with Management (ARPU, MRR, LTV, Churn...) Main KPIs achieved: - Average requests per month: 1,900 - 76% of requests resolved in the first interaction. - 52% reduction in mean resolution time. - Maintenance of high satisfaction levels = 8/9 Show less



MySofa

• Germany
• Technology, Information and Internet

• Product Development Manager

  • Nov 2011 - Nov 2013

  Barcelona y alrededores, España - Leading a team of 3 people: continuous training on content best practices. - Creation of the roadmap to implement new features in collaboration with the CTO. - Define content, email, and marketing strategies to increase traffic, subscriptions, engagement. - Negotiate advertising costs and requirements with media agencies. - Monthly reporting of budget and KPIs to Management.



Synerquia

• Spain
• Information Services
• 1 - 100 Employee

• Manager, Customer Success

  • Feb 2010 - Nov 2011

  Barcelona y alrededores, España - Management of strategic accounts (Adecco, Infoempleo, Unique ...) - Nurturing client relationships and guaranteeing SLAs for contract renewals. - Onboarding, testing, incident resolution, and coaching on software setup and use.



yaencontre

• Spain
• Technology, Information and Internet
• 1 - 100 Employee

• Product Manager

  • Oct 2008 - Nov 2009

  Barcelona y alrededores, España Yaencontre.com assumes the management of online classified services from La Vanguardia (Grupo Godó). I join the Real Estate online classifieds team with these functions: - Manage product launch of new BackOffice for customers. - Gather functional requirements from stakeholders. - Follow up on the roadmap. - Inform and coordinate all teams involved (Tech, Design, Marketing and Sales).



La Vanguardia

• Spain
• Newspaper Publishing
• 300 - 400 Employee

• Product Development at empleo.clasificados.es

  • Oct 2008 - Aug 2009

  Barcelona y alrededores, España La Vanguardia (Grupo Godó) online job classifieds portal. - New features: Gather and document requirements from Product stakeholders. - Testing requirements implementation (pre and post-production environments).



XING

• Cambodia
• Hospitality

• Product & QA

  • Mar 2008 - Oct 2008

  Barcelona / Hamburgo After the acquisition of Neurona.com by Xing.com, I develop the following functions within the Product & Quality Assurance team: - Testing requirements implementation (pre and post-production environments). - Collaborate with QA and Product Teams traveling to XING HQ (Hamburg) before and after the migration process from Neurona to XING.



Neurona Networking, SL - Grupo Intercom

• Product & QA

  • Feb 2007 - Oct 2008

  Barcelona y alrededores, España - New features: Gather and document requirements from stakeholders. - Testing requirements implementation (pre and post-production environments). - Incident reporting, follow-up, and resolution with Technical Team (JIRA).



Linkara, SL - Grupo Intercom

• Product Manager Assistant

  • May 2005 - Mar 2007

  Barcelona y alrededores, España The first social network in Spanish focused on the leisure sector (cinema, books, music ...) - Assist with marketing strategy, email campaigns, market research, and analytics reporting. - BackOffice & Customer Service.