Strategic Customer Success Manager

• Jul 2022 - Present

Senior Customer Success Manager

• Aug 2021 - Jul 2022

Customer Success Manager

• Aug 2020 - Jul 2022

Dynatrace One team • Customer Relations Management (Growth Hacking, Driving Adoption, Upsell, Renewals) • CRM Process (developing, restructuring CRM processes) • Supporting Product Management for Business Intelligence / Customer Intelligence • Project Management & Conception of User Onboarding / Product Adoption Flows and Campaigns • Data Analysis / BI • Product Support

Customer Success Manager / People analytics

• Apr 2018 - Aug 2020

As Customer Success Manager my main responsibility is helping our customers to take the most out of the Team EQ platform. Support them from the very beginning through our on-boarding process, giving them advises on how they should implement our tool in their companies in order to make them long lasting promoters. I provide them detailed reports about their experience with our platform, I give them insights and recommendations showing them the value of our software. Key… Show more As Customer Success Manager my main responsibility is helping our customers to take the most out of the Team EQ platform. Support them from the very beginning through our on-boarding process, giving them advises on how they should implement our tool in their companies in order to make them long lasting promoters. I provide them detailed reports about their experience with our platform, I give them insights and recommendations showing them the value of our software. Key activities: - Work closely with HR leaders and managers across all levels (incl. C-level) to optimize their employee engagement and people strategies (educating on management best practices) - Train leadership on how to interpret their employee engagement scores, improve eNPS, act on feedback and drive change within their teams (data-driven approach) - Strategic Account Management to maximize value of portfolio through renewals, up-selling and/or expansion to new business units (small to enterprise sized clients) Show less As Customer Success Manager my main responsibility is helping our customers to take the most out of the Team EQ platform. Support them from the very beginning through our on-boarding process, giving them advises on how they should implement our tool in their companies in order to make them long lasting promoters. I provide them detailed reports about their experience with our platform, I give them insights and recommendations showing them the value of our software. Key… Show more As Customer Success Manager my main responsibility is helping our customers to take the most out of the Team EQ platform. Support them from the very beginning through our on-boarding process, giving them advises on how they should implement our tool in their companies in order to make them long lasting promoters. I provide them detailed reports about their experience with our platform, I give them insights and recommendations showing them the value of our software. Key activities: - Work closely with HR leaders and managers across all levels (incl. C-level) to optimize their employee engagement and people strategies (educating on management best practices) - Train leadership on how to interpret their employee engagement scores, improve eNPS, act on feedback and drive change within their teams (data-driven approach) - Strategic Account Management to maximize value of portfolio through renewals, up-selling and/or expansion to new business units (small to enterprise sized clients) Show less

Account manager

• Oct 2016 - Feb 2018

Responsible for the relationship between the Studio and the clients, organizing all the steps from the selling, to the creation of the digital product. Managing projects with budgets of 15-30K€ helping the team to understand the customer needs and bring the right ideas to life. Key activities: • Led a team of 10 people • Proposed products with high technology • Accomplished goals under strict budget and time • Sold marketing and digital strategies (SEO), web campaigns, social… Show more Responsible for the relationship between the Studio and the clients, organizing all the steps from the selling, to the creation of the digital product. Managing projects with budgets of 15-30K€ helping the team to understand the customer needs and bring the right ideas to life. Key activities: • Led a team of 10 people • Proposed products with high technology • Accomplished goals under strict budget and time • Sold marketing and digital strategies (SEO), web campaigns, social media management, graphic design and apps for iOS and Android Show less Responsible for the relationship between the Studio and the clients, organizing all the steps from the selling, to the creation of the digital product. Managing projects with budgets of 15-30K€ helping the team to understand the customer needs and bring the right ideas to life. Key activities: • Led a team of 10 people • Proposed products with high technology • Accomplished goals under strict budget and time • Sold marketing and digital strategies (SEO), web campaigns, social… Show more Responsible for the relationship between the Studio and the clients, organizing all the steps from the selling, to the creation of the digital product. Managing projects with budgets of 15-30K€ helping the team to understand the customer needs and bring the right ideas to life. Key activities: • Led a team of 10 people • Proposed products with high technology • Accomplished goals under strict budget and time • Sold marketing and digital strategies (SEO), web campaigns, social media management, graphic design and apps for iOS and Android Show less

Sales Manager

• Apr 2016 - Sep 2016

In charge of the sales team, following and developing the market sale strategy, keeping the team involved, enthusiastic and committed in order to be able to give the best customer experience. Key activities: • Led a highly skilled team of 50+ associates • Drove multi-million dollar sales • B2b activity with business customers with weekly pipeline target of 50k • Up selling and cross selling Apple services and products • Strong Company vision driven environment •… Show more In charge of the sales team, following and developing the market sale strategy, keeping the team involved, enthusiastic and committed in order to be able to give the best customer experience. Key activities: • Led a highly skilled team of 50+ associates • Drove multi-million dollar sales • B2b activity with business customers with weekly pipeline target of 50k • Up selling and cross selling Apple services and products • Strong Company vision driven environment • Coaching and developing direct reports

People Leader

• Aug 2015 - Mar 2016

HR manager with the responsibility to follow the hiring process inside the store, organizing hiring events and interviews, training and developing the whole team with different needs. Key activities: • Selecting the personnel based on their competencies • Developed interview processes • Inspired highly talented individuals in the retail industry • Mentored employees to accomplish professional goals and challenged them to develop new skills • Built dynamic teams with… Show more HR manager with the responsibility to follow the hiring process inside the store, organizing hiring events and interviews, training and developing the whole team with different needs. Key activities: • Selecting the personnel based on their competencies • Developed interview processes • Inspired highly talented individuals in the retail industry • Mentored employees to accomplish professional goals and challenged them to develop new skills • Built dynamic teams with unique individuals and delivered positive experiences for customers

Operation Manager / Sales Manager

• Sep 2014 - Jul 2015

The Operation Manager organizes and manages the warehouse, looks after all the maintenance activities and he is responsible to always keep the highest standard. Key activities: •Overseen all store operations •Managed inventory and controlled shrinkage •Established relations with the vendors •Introduced new online selling strategies with pick up in store •Organization at store level of the launch of Apple Watch

Sales Manager

• Sep 2013 - Aug 2014

As Sales Manager I was directing the sales team, this was my first experience as a leader where I started to develop my leadership skills. Key activities: • Directed all activities required to achieve store goals • Analyzed and mesuread business trends • Challenged employees on cross selling strategies • Led team of associates in providing high level of customer experience • Reuse and recycle program introduced at store level • Managed visual merchandising standards and… Show more As Sales Manager I was directing the sales team, this was my first experience as a leader where I started to develop my leadership skills. Key activities: • Directed all activities required to achieve store goals • Analyzed and mesuread business trends • Challenged employees on cross selling strategies • Led team of associates in providing high level of customer experience • Reuse and recycle program introduced at store level • Managed visual merchandising standards and store appearance following company guidelines

Apple Store Leader Program - First Year

• Sep 2012 - Aug 2013

Hired in the developing program named ASLP (Apple Store Leader Program): an internal program to build and develop the managers of the future and, as a worldwide, it involved more than 200 people from all the countries where Apple Retail. During the first year of the program I worked in every part of the store: sales floor, customer care, technical assistance, visual merchandising and back of house activities. All the activities where made following a specific program with different… Show more Hired in the developing program named ASLP (Apple Store Leader Program): an internal program to build and develop the managers of the future and, as a worldwide, it involved more than 200 people from all the countries where Apple Retail. During the first year of the program I worked in every part of the store: sales floor, customer care, technical assistance, visual merchandising and back of house activities. All the activities where made following a specific program with different milestones for every month, including a readiness interview with an external responsible manager of the program.

Sales Specialist

• Sep 2011 - Jul 2012

Sales specialist and training mentor at Apple Store Via Rizzoli in Bologna, thanks to my one year of experience and my role model attitude I could be a great point of reference on the opening of the first street Apple Store of Italy.

Sales Specialist

• Sep 2010 - Aug 2011

Sales specialist at Apple Store Oriocenter in Bergamo, where I could be part of a career experience in visual merchandising.

Intern Journalist

• Aug 2009 - Jan 2010

The role was to help the group of journalists at Repubblica TV to find contents for the web page with the ability to create products such short interviews and video images of the main events happening in Rome. The role was to help the group of journalists at Repubblica TV to find contents for the web page with the ability to create products such short interviews and video images of the main events happening in Rome.