Customer Success Lead

• Nov 2021 - Present

Senior Customer Success Manager

• Jan 2021 - Oct 2021

Customer Success Manager

• Apr 2020 - Dec 2020

# Ownership of overall post sales client success# Build and nurture relationships across accounts to solidify partnerships# Be a key player in a high-performing customer engagement strategy# Focus on customer intimacy - truly understand the customers’ key hiring issues and opportunities# Champion and effect change in each of the relevant functional groups to reduce churn and maximize the LTV of the customer# Work with the product team to define KPIs for product success# Create evangelists by listening to customers closely and delighting them with our user experience and service. Collect feedback to provide to marketing, product and talent teams# Manage operational/admin components for renewals, customer satisfaction and customer adoption metrics# Ensure any account issues are resolved quickly, leveraging resources from across the company as needed Show less

Lead Account Manager

• Aug 2018 - Apr 2020

Account Manager

• Jun 2017 - Jul 2018

# Management of client portfolio of enterprise, mid-market and small accounts.# Sales calls with inbound leads, contract negotiation.# Ownership of overall post-sales account management# Responsible for upselling and renewing client contracts# Responsible for customer success

Localization Project Manager

• Jul 2015 - Jun 2017

# Coordinate reception, allocation and delivery of translation projects. # Maintain a fluid communication with clients in order to negotiate delivery dates and times, sending and receiving translator queries, reply to updates and complaints, etc. # Maintain a fluid communication with the linguists in charge of this process in order to coordinate delivery dates and times, reply to questions and monitor job deliveries in the proper time and format. # Optimize the budget for each project, both with the clients and the linguists who shall take part in them. # Closely collaborate with Quality Control Specialists in large-volume projects in order to have an efficient communication and a successful delivery Show less

Project Specialist

• Apr 2014 - Jul 2015

Paralegal - Trademarks and Patents

• Feb 2011 - Mar 2013