Bárbara Edith Pugliese Email and Phone Number

Customer Success Talks Latinoamérica is a platform dedicated to shaping a stronger Customer Success landscape in Latin America. Through interviews with seasoned experts, thought leaders, and practitioners, the podcast highlights real-world experiences, strategies, and insights tailored to the region's unique challenges and opportunities. Each episode delves into best practices and innovative approaches, creating a space for leaders and professionals to learn, connect, and grow. By fostering dialogue and sharing diverse perspectives, Customer Success Talks Latinoamérica contributes to the development of a thriving, customer-centric community across the region.

Joining as a Customer Success Manager, I am currently spearheading the implementation of a business goal-driven CSM approach, emphasizing the achievement of added value for our clients through in-depth analysis. In this capacity, I am actively involved in refining strategies based on comprehensive assessments of our clients' needs and objectives. As part of my responsibilities, I am also tasked with owning and leveraging CSM metrics such as NRR, Upsell, Retention, and others, to share valuable insights for leadership and stakeholders. Additionally, I am leading the coaching and training initiatives within the team to drive optimal performance and growth.In parallel, I actively engage with cross-functional teams across Service Logistics, Marketing, Sales, Project Management and Support, fostering collaborative efforts to facilitate account growth and renewals.

- Function as the pivotal bridge linking the Support Center, customers, and internal departments, actively molding their perception of our services.- Ensure an ongoing high level of customer satisfaction by conveying their requirements and aligning them with our company's strategic direction.- Concentrate on enhancing customer experiences through the cultivation of robust relationships with key stakeholders.- Oversee crisis management on a 24/7 basis and orchestrate collaborative efforts among internal teams while taking the lead on diverse projects.- Apply expertise in project management, sales, and innovative problem-solving, alongside effective communication and motivational leadership, to foster continual success for both our customers and the organization as a whole.

- Oversaw the enhancement of the customer experience for clients throughout the Americas region (excluding Brazil). (150+ parent accounts)- Collaborated closely with the Operations, Support, and local teams to ensure seamless solution adoption by providing comprehensive training, fostering meaningful relationships, and driving increased engagement.- Organized and hosted one-to-many online events and training. - Spearheaded the project to create and launch the Customer Success Team process, which included standardizing metrics in our CRM system, streamlining operations for improved efficiency and effectiveness.- Took the lead in managing renewal deals, achieving the highest renewal rate globally in 2020, during the pandemy, with a special focus on the Latam market.

- Served as the Inside Sales Manager for key accounts across Mexico, Brazil, Colombia, Chile, and Argentina, collaborating closely with the local team.- Played a pivotal role in identifying new project opportunities and facilitating access to potential projects for Enterprise Account Managers (EAMs), working towards high-visibility deal closures.- Successfully negotiated innovative contract types with a major corporation, resulting in the achievement of the largest historical deal.- Acted as the primary company representative, nurturing relationships with customers, partners, and relevant individuals/organizations both domestically and internationally.- Maintained accurate and up-to-date prospect and customer account records in Veeam's CRM system (Salesforce.com), while continually self-educating on sales and technical-related topics, staying informed about product releases, and marketing updates.

- As the Brand Representative for N2WS, led the expansion of the brand in the LATAM region- Qualified leads from marketing campaigns, conducting a high volume of daily outreach (cold calls and emails) to engage potential clients.- Presented the company's offerings to prospects, identified client needs, and customized product solutions for increased satisfaction.- Established and nurtured enduring client relationships, driving the sales process from initial contact to deal closure.- Proactively sought new business opportunities, facilitated client meetings with Account Executives, and reported sales results regularly to the Director of Sales.

- Consistently exceeded sales quotas, achieving the highest quota overachievement in the Latam team (2017).- Demonstrated year-over-year growth across all channel segments, showcasing a commitment to continuous improvement.- Secured the three largest territory deals, significantly contributing to revenue generation.- Successfully closed the historical biggest deal within the region (2017), highlighting strong negotiation and execution skills.- Maintained and expanded business relationships with managed channels, driving regional growth.- Provided comprehensive partner training, optimizing the brand's value proposition and enhancing overall performance.

Responsible for:- Managing the whole sales cycle, from request to delivery, of custom made projects coming from different teams of 10 Top Accounts accross North America, Europe, Asia and the Middle East. (Foster+ Partners, Zaha Hadid, etc)- Coordinating communications between customer and production team during the project execution period.- Responsible for quoting and payment follow up.-Compilation of commercial statistics and preparation of sales reports for Sales Director.

- Assisted the team with day-to-day tasks, including setup of Global Milestone Meetings, while helping design custom marketing solutions for each Business Unit.- Played a central role in updating and communicating the Marketing department schedule of events and projects, ensuring seamless coordination.- Managed the intranet and executed marketing design shows, effectively coordinating external groups during these events.

Responsible for:- Weekly International Sales Analysis report for the Sports Department Management- Events coordination. - Tracking, receive and deliver product samples coming from around the world for the collection presentation.-Training other interns on CRM usage and first introduction to the company.