Alessandro Bizzotto Email & Phone Number

As of today, I am in charge of managing the Customer Success team for two regions, Spain and Italy and I am supervising the team results, being the main responsible for the achievement of the settled KPIs on monthly, quarterly and yearly basis. KPIs like account reviews, retention rate, upselling/crosselling, adoption, product feedback and advocacy, are the team goals that I enjoy pushing them to be reached together as a team and personally.Every year I share and organize an upselling plan with the CS and Sales teams to establish the next year actions, to pinpoint where there is already identified space for growth, and to create growth opportunities based on the contract renewal/end dates of our clients. We use to put in place our own recurrent initiatives with clients to increase adoption and product stickiness, create upsell opportunities, and we also help the Marketing team to plan events where to engage with prospects and invite clients, to increase the opportunities pipeline. I manage the team to forecast possible down-selling and cancellation opportunities, and to correctly escalate any possible risk to the correct person inside the organization depending on the nature of the issue and the size of the client. In this role what I most enjoy is helping the team to properly manage with autonomy our clients.It’s my responsibility to make sure all the team members are correctly onboarded and trained on all of the available apps and across the different internal processes to follow, and prepare them to possibly face difficult discussions like complaints and renewals, providing them with the most efficient facilities to deal and negotiate with. This way they can: become product experts; contribute to products developments by sharing insights collected from clients; report risks and forecasting churn; manage cancellation requests; push for adoption/initiatives; push for upsells; deploy and implement new projects; execute ROI reports

In this role I grown a lot and developed my skills as a Customer Success Manager, taking care of 80 accounts ish during these amazing two years, including the biggest client for the company at that historical moment, with the help of my manager. My performance was measured and based on the monthly recurrent revenue of my accounts, being the retention rate the first KPI by relevance. I proactively worked to keep high engagement with stakeholders of my accounts, following an upsell strategy built with the Sales and Marketing team. I used to prepare account reviews documentation previous to the EBR/QBR meeting, including usage analysis, return of investment, existing apps updates, new apps available, so the client could understand the actual situation of their subscription, how much money they were saving thanks to our time-saving apps. I used to enquire stakeholders for expansion opportunities in new geographies, engaging our clients with demos and trials to cross sell apps or adding new users.I took care of onboarding new clients and developing new projects, coordinating with Sales and Pre-Sales teams for a proper handover of the new business deals signed, and to guarantee a smooth transition from Sales to the CS team. When kicking off a new project, we fulfilled an implementation deck which allowed to showcase one year later an estimated ROI report about time and money saved.

Madrid Y Alrededores, España

I've been providing for almost two years support with all of the existing apps to all of the Spanish, Italian, and South American clients at Augure before, and Launchmetrics later on, both B2B Saas companies. I used to be available for all of our database of users via phone or email, answering and helping them to get the best out of their apps. I analyzed the issues noticed by the users and escalated them to the corresponding departments, and as I was also facing many product requests I used to report them to the Project Owners for escalating to the Product Owners. I used to work most of the time in Spanish, managing outbound calls, answering emails requiring support, and all of the inbound calls. Activities were stored in SalesForce while all of the cases were managed with Desk. As a product support specialist, I did run analysis and troubleshooting for FashionGPS and Augure apps, highlighting the most claimed and requested features or issues. I loved to be our client's POC for every need and doubt, as creation and reset of accounts. I gain great knowledge and a genuine interest in our apps Contacts, Samples, Events, Galleries, and Discover. Also, I had the chance to learn a lot about CSS and Html coding; SPF, DMARC, and DKIM registers for increasing email deliverability. I found really interesting and helpful to understand our customer's needs when using our clipping apps, their clips qualification, and reporting. We managed monitorization feeds, bulletins or alarms, and FTP folder or HTTP links to enable clips' sharing. I used to help the Customer Success team with database cleanup using Excel, before importing contacts or clips. I developed a strong troubleshooting ability when checking bulk deliveries of clips coming from external suppliers to the existing apps.

Las Rozas De Madrid Y Alrededores, España

I’ve been working as a Key Account Manager at MemoriasUSB and bq, tech companies belonging to Mundo Readers group, covering EMEA, South American, and APAC markets. I was responsible for the EMEA accounts for both companies, mostly working with the United Kingdom clients for bq, while my main account in Peru was the biggest reseller and one of the most important clients for MemoriasUSB. I used to share MemoriasUSB’s portfolio with a team of six colleagues, while the global bq’s portfolio was managed with another colleague, we managed sales across all regions. Our daily tasks were doing inbound and outbound calls, managing the client’s portfolio, creating quotations using SalesForce. providing products information, managing account registrations, advising and informing customers during the sales and delivery processes about payments, taxes and shipment fees following Ups and DHL rates and conditions. We managed to set agreements about prices/discounts, orders placement, mockups/graphics, payments, and invoice requests, using different tools as SAP Business One, SalesForce, and Adobe Illustrator. We also normally attended 3D printing fairs and events, and then managed to follow up with all of the invitees who showed interest in bq 3D products as printers and consumables bq produced, to give complete information about training, products, and prices. Used to schedule periodic prospects and customers visits to our company and warehouse, to establish a relationship with the official distributors in foreign countries.

Pozuelo De Alarcón Y Alrededores, España

I worked as a Customer Service Representative and Administrative support role for the Italian claims department. I used to manage all of the Italian client’s portfolio, inbound and outbound calls, managing to answer corporate emails, faxes and letters, using System6 and StoneEagle. I used to deal with policies and contracts enquiries, policy cancellations requests, and to handle complaints, ordering refunds manually or scheduling money transfers using the portfolio CRM management, System6. Document analysis, claim and payment processes were done using different programs as StoneEagle, Excel, and internal tools as Europe Claim System and Dental Calculator System. I used to run monthly reports including statistics of received calls, complaints, claims and related handling times. Lately I’ve been in charge of supervising and transfer all of the Italian department acknowledgments and tasks, to a team of two persons in the new company location in England, while Claims procedures and customer service training have been transferred to a group of ten people for EMEA.

Madrid Y Alrededores, España

Customer Service and booking agent in Italian, English and Spanish for a car rental company (Europcar), using the computer program Greenway.Cooperation and handling of Tour Operators, management of complaints, by phone and e-mails, using the programs Akio and Outlook.Resolution of complaints taking agreements with car rental agencies and providing customer solutions and answers about billing and invoices.Customer Support with Italian for an online selling company (Buyvip) using the CRM program Sugar, portfolio and orders management.