Anna Valls Email & Phone Number

Barcelona, Catalonia, Spain

January 2023 I got promoted to become the VP Customer for the whole group. My main goal is providing the best experience ever to customers willing to thrive in the Commerce Everywhere Era.We offer a range of solutions to publish your products in marketing channels and marketplaces combined with the powerful Netrivals pricing engine, to ensure your products turn into profitable sales.

Spain

As VP Customer Success in Netrivals I totally reformulated the customer strategy in onboarding, technical support and account management. Net Retention grew from 93% to 107% in 2 years time and I participated actively in the whole process of the Netrivals exit, which finally took place in April 2022 when we were adquired by Lengow

Barcelona Area, Spain

• Management and training of an international CSM team located in four different countries with customers from all over the world. • Development of customer success procedures and metrics to track team performance and implementation of OKRs methodology.• Definition and optimization of the customer journey, standardizing interventions for each point of the journey and developing Customer Success Plans to ensure customers get their desired outcomes, adapted to their segment (Enterprise, Business, Small Businesses)• Development of metrics to measure the customers health score with focus on increasing the Net Revenue Retention and Customer Satisfaction.• Advocate customer needs/incidences cross-departmentally and propel product development identifying compensable solutions to drive customer growth.

Barcelona, Catalonia, Spain

- Creation from scratch from a Customer Success Team

Barcelona Area, Spain

Barcelona

As Customer Service Manager, I had daily contact with clients from German speaking markets, France and Italy and I led a team of sales administrators that offered fully support to customers.Main duties: • Daily contact with customers from Switzerland, Germany, Italy and France.• Travelled occasionally to visit customers in order to offer them personalized attention.• Directed and monitored a team of sales administrators that offered full support to customers and sales agents from Germany, France, Belgium, Italy and Switzerland.• Managed the transport to final customers to ensure on-time delivery• Redefined the tasks of the sales administrators based on the segmentation of customers, in order to better serve their needs and improve the quality of customer service. • Developed sales actions in order to ensure that the customer service team contributed actively in the sales process. • Dealt with customer queries and complaints and register them to set up procedures and treat them in an equal way. • Recruited and trained new employees for the customer service.• Designed commercial plans together with the sales director in order to expand to new markets. • Conducted and analysed sales statistics and elaborated KPI (Key Performance Indicators) reports for the Sales Director.• Acted as liaison with other departments:• With the Financial Department, to have an up-dated information of the payments.• With the Production Department, to have an updated information regarding stocks and to elaborate a new stock management system in the warehouses to reduce inventory variations.• With the IT Department, as a key user, to constantly evaluate and improve the CRM software, focusing on how to enhance customer relationships and caring about potential customers. • With the Marketing Department, to supervise catalogues and flyers in different languages.

Zurich, Switzerland

Freelance Conference Interpreting from German, English, French and Italian into Spanish

Barcelona Area, Spain

As a piano teacher, I had students with differents levels and I taught them musical theory and piano

Master Of Business Administration (Mba)

Master in Business Administration

Master'S Degree, Language Interpretation And Translation

Activities and Societies: Theatre Club; Music Club Simultaneous Interpreting studies with the following language combination: From German.

Bachelor'S Degree, German Language And Literature

Graduated with Honors in German and Romance Languages and Literature.