Experience

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  DigitalGenius

  • United Kingdom
  • IT Services and IT Consulting
  • 1 - 100 Employee

  • Senior Customer Success Manager

    • Dec 2023 - Present

    Achieved targets• Onboarding of new customers: 100% successful renewal rate after year 1• Logo retention: 100%• Net Renewal rate: 258% y/y• ARR for 2022/23: $425k - forecast ARR for 2023/24: $500k +• Obtained 2 new customer referrals in one year, thanks to my ability to manage and foster customers’ relationships.Key Responsibilities include• Leading seamless onboarding processes and cross-functional collaboration to ensure customersderived maximum value from DigitalGenius's cutting-edge AI solutions.• Proven track record in managing and cultivating client relationships in the AI sector, contributing tomy promotion to Senior Customer Success Manager in December 2023.• Product Testing before launching in the customers’ prod environments• Client Training: training some of my customers to a self-serve approach on the usage of our product.• Led efforts in driving customer renewals and expansions by strategically aligning DigitalGenius solutions with client needs in the rapidly evolving AI landscape.• Proactively identified and developed upselling and cross-selling opportunities, resulting in businessexpansion.• Analysed post-implementation KPIs to anticipate risks and guided customers in performance analysis.• Represented the Voice of the Customer within the organisation, contributing to a customer-centricproduct and service development.• Built trusting relationships, driving retention, renewal, and referrals.• Acted as the first line of non-technical support where applicable, ensuring a smooth customer experience with DigitalGenius's AI technologies

  • Customer Success Manager

    • Nov 2021 - Dec 2023

    Achieved targets• Onboarding of new customers: 100% successful renewal rate after year 1• Logo retention: 100%• Net Renewal rate: 258% y/y• ARR for 2022/23: $425k - forecast ARR for 2023/24: $500k +• Obtained 2 new customer referrals in one year, thanks to my ability to manage and foster customers’ relationships.Key Responsibilities include• Leading seamless onboarding processes and cross-functional collaboration to ensure customersderived maximum value from DigitalGenius's cutting-edge AI solutions.• Proven track record in managing and cultivating client relationships in the AI sector, contributing tomy promotion to Senior Customer Success Manager in December 2023.• Product Testing before launching in the customers’ prod environments• Client Training: training some of my customers to a self-serve approach on the usage of our product.• Led efforts in driving customer renewals and expansions by strategically aligning DigitalGenius solutions with client needs in the rapidly evolving AI landscape.• Proactively identified and developed upselling and cross-selling opportunities, resulting in businessexpansion.• Analysed post-implementation KPIs to anticipate risks and guided customers in performance analysis.• Represented the Voice of the Customer within the organisation, contributing to a customer-centricproduct and service development.• Built trusting relationships, driving retention, renewal, and referrals.• Acted as the first line of non-technical support where applicable, ensuring a smooth customer experience with DigitalGenius's AI technologies

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  Freelance Interpreter

  • London, Regno Unito

  • Freelance Interpreter and translator

    • Jan 2012 - Present
    • London, Regno Unito

    • Interpreting:o NHS, Councils, Mental Health, Charities (Language Connect and Language Line)o LUX SCIENTIA (consecutive interpreting), final symposium in February 2012 hosted in London and curated by cultural programmer and designer Mario Caeiro; o Press conference for Fondazione Nord Est, Trevi...

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  Global Lingo

  • London, United Kingdom

  • EMEA Account Manager

    • Jan 2019 - Nov 2021
    • London, United Kingdom

    Responsible for a portfolio of clients within the Learning and Development sector and Regulated services industry (Financial, Legal).Achieved targetsAccount Management & Client Relationship• Retained clients portfolio by submitting bids and public tenders• Onboarding process for new clients /...

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  Language Connect

  • United Kingdom
  • Translation and Localization
  • 300 - 400 Employee

  • Operations Manager - Interpreting

    • Apr 2017 - Dec 2018

    Language Connect is one of Europe’s leading language service provider, holding preferred supplier status with a range of prestigious public and private sector clients. I joined the company in 2013 as a Project Executive, was promoted to Account Manager in April 2014 and promoted again to Lead Account Manager in 2015. In May 2016 I was promoted to Interpreting Manager and in April 2017 to Operations Manager.Achieved targets• Increased the team revenue by 40% during the past three years• Increased the margin targets by 10% during the past three years• Leading a team of 6, ensuring their professional progression by training, coaching and mentoring them• Promotion of 4 team members to more senior positions.• Reorganised the team procedures in order to increase productivity by 20%, setting specific KPIs and introducing new technologies.• Retained 60% of existing clients by submitting bids for public tenders• Developed and assured 30% of new business to the company by establishing long-term and trusted relationshipsKey responsibilities include:• Team management, coaching and mentoring a team of 6 people.• HR responsibilities (recruitment and on-boarding);• New technology testing and implementation for the team• Management of key client and supplier relationships (service review meetings, point of escalation for complaints).• Monitoring of the clients’ performance to seek new opportunities to grow our business.• Proactively monitor impact, identify risk and implement mitigation plans• Weekend coverage coordination• Overview of the team's workload to ensure an even distribution and avoiding high level of stress.• Financial and administrative management, not only to ensure achievement of margin targets but to ensure timely invoicing and accurate client account records• Contribution to the company’s culture and value, participating to the “innovation team” to encourage employees to put forward ideas that can improve the quality of the everyday work.

  • Interpreting Manager

    • May 2016 - May 2017

    This position combines client-facing with people management responsibilities as I am accountable for the team managing high volume interpreting contracts for several NHS Trusts.

  • Lead Account Manager (Interpreting)

    • Apr 2015 - Apr 2016

    • Responsible for the team in the absence of the team leader

  • Interpreting Account Manager

    • Apr 2014 - Apr 2015

    • Co-ordinate interpreting bookings in compliance with the ISO quality management system• Enhance client and supplier relationships by providing a responsive, professional support service with a can-do approach• Work as a member of the interpreting team to deliver high quality, responsive services to public sector organizations such as Councils, the NHS and Charities• Respond to client requests and queries, including but not limited to service education, quoting, follow up, feedback and complaints• Build long-term, trusted partnerships with clients and partners to grow the business: as Key Account Manager I ensure the quality of our business relationship and organize regular meetings. Not only I reach but I always exceed the monthly target of £60k.• Relate to interpreters on a daily basis, discuss job details and make sure that they have a smooth schedule. Due to the nature of the business, I often have to solve problems and last minute requests from clients in a very short time (sometimes even in half an hour or less). • Monitor the project finances to achieve margin targets (60k per month) and ensure that all the work undertaken is administered and invoiced accurately.• Contribute to interpreting-related content for publication on the company’s social media profiles (Twitter, LinkedIn, Facebook) and websites (Language Connect, Global Connect blog and Linguist Connect).• Liaise with the other teams and departments to ensure an excellent quality of service and high standards of customer care.• Ensure effective and efficient provision of customer service and administrative duties.• Recruit, select and brief appropriately skilled linguists or facilities and negotiating rates.• Recruit, train and mentor interns and junior staff.

  • Interpreting Services Executive

    • Jan 2013 - Apr 2014

    • Co-ordinate interpreting bookings from public and private sector clients • Respond to clients’ requests and discuss job details with clients (confirming all the pertinent information)• Recruit new linguists• Prepare Purchase Orders and send them to linguists• Resolve disputes with linguists and investigating clients’ complaints under the supervision of the team leader• Ensure effective customer service

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  Language Connect

  • London, Regno Unito

  • Interpreting Assistant (Intern)

    • Jan 2012 - Apr 2012
    • London, Regno Unito

    Process interpreting bookings Administrative dutiesInterpreting assignments

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  Venice Ho.st

  • Venezia, Italia

  • Cruise Ground Assistant

    • Mar 2011 - Nov 2011
    • Venezia, Italia

    Hostess during embarkation and disembarkation operations at the Port of Venice