Manage the Customer Support team to deliver world-class customer support• Manage and grow a team of customer support operatives to deliver high quality customer support on Neodata products: Ad-server, Data Management Platform, Recommendation System, Data Lake• Review and ensure the team delivers high quality customer support meeting customer service level agreements • Own customer issues and drive to resolution with a robust process to escalate to other teams and provide ongoing updates to customer• Manage customer out-sourced services meeting customer service level agreements• Working with Marketing, manage new release information to customers • Provide customer on-boarding functions as defined in the Pre-Sales Support Process and Customer Solution Implementation Process where required including support for installations, customer training and configuration• Maintain high quality customer training materials and an up-to-date knowledgebase • Provide insight and feedback from customers to drive product and service improvements• Ensure the ongoing technical upskilling of the team

- Build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude- Carry out consulting activities for Clients by conducting and coordinating the activities of virtual teams of developers, support, R&D- Collaborate closely with Sales team and Finance to support pilot customers- Support the sales process through product demos- Identify product improvements or new products by remaining current on customer needs- Provide feedback to the other teams regarding product and service improvements.

For Eurizon Group - San Paolo Intesa I dealt with:- requirements collection, development and management of reports through Database implementation (SQL Server 2000);- automation of the Excel 2007 report generation process based on the execution of multidimensional structures (OLAP Cubes) and the use of commands in VBA (Visual Basic for Applications).