Elisa Birolini Email & Phone Number

Milan, Lombardy, Italy

Pioneered the Customer Success initiative in Italy, successfully managing a portfolio valued at €1.5 million in annual recurring revenue (ARR). Led efforts to engage and motivate customer employees, resulting in substantial and sustained adoption of our online training courses.Currently leading the Italian Customer Success Team, overseeing €3 million ARR. I focus on equipping the team with advanced skills and strategies to ensure an unparalleled customer experience, significantly contributing to surpassing renewal and upsell targets.Conducted comprehensive feedback collection and best practice research to refine user journeys and enhance customer engagement strategies.Maintained and updated critical customer success logs, tracking module and feature usage as well as overall satisfaction metrics, to inform continuous product and service improvements.

Milan, Lombardy, Italy

Greater Milan Metropolitan Area

Spearheaded the automation of enterprise user onboarding processes in collaboration with marketing and product teams, significantly enhancing customer integration and satisfaction.Championed customer advocacy by coordinating with product managers, engineers, marketers, and creative teams to tailor solutions and ensure comprehensive customer success.Organized and led diverse customer engagement initiatives, including webinars and office hours, to bolster user understanding and product utilization.Developed and implemented training strategies with the Content team, leveraging an internal framework to address customer needs effectively and achieve immediate and sustained outcomes.Redesigned and automated key communication processes, scaling the impact and efficiency of customer interactions.Conducted regular account reviews to provide valuable metrics and insights, ensuring optimal customer value; established and managed a continuous feedback loop to refine services and responses.

Milan, Lombardy, Italy

-Closing Deals and managing the relationships with client and partner stakeholders to ensure satisfaction throughout the project.-Responsible for facilitating the definition of scope, goals and deliverables of projects.-Working closely with the client and internal team to gather, analyze, & document all the detailed solutions requirements, -Responsible for the selection of the internal and external project team (mostly creatives and developers)

Greater Buenos Aires, Argentina

-Responsible for the growth in terms of sales and profitability through proactive management of Premium Accounts -Analyze and drive strategy for clients by leading sales calls, and business reviews. Build custom presentations by preparing key data, historical findings and relevant research.-Work Cross-functional: Constant interface with central teams from the headquarter, such as the product, strategy, regional ops & marketing teams to help design processes to fuel growth and drive efficiency-Produce quantitative and qualitative reports in order to propose business strategies-Constant communication with partners :frequent meetings and workshops with Enterprise Accounts truly focused on building trust and creating joint business plans-Seek for and achieve tourism industry deep understanding to bring true value to conversations with Enterprise Accounts.

Milan Area, Italy

-Responsible for informing and consulting accommodation partners in regards to their business performance, market opportunities and industry trends.-Responsible for the acquisition and retention of new partners on Booking.com platform-Empower partners on how to use the system, tools and available products with the goal of optimising their performance on the platform and creating a positive experience for Booking.com’s customers

Milano

Produce detailed proposals for the international Format event called Taste of Milano (including timelines, venue, suppliers, legal obligations, staffing and budgets)Search and engage sponsorship plans (with brands like Veuve clicquot, Electrolux and many others).Research venue, suppliers and contractors, then negotiated prices and hireManage and coordinate suppliers and all event logistics Liaise with sales and marketing teams to publicise and promote the eventManage all pre-event planning, organising parners (like exhibitors spaces and main partners activities)Coordinate suppliers, handle client queries and troubleshoot on the day of the event to ensure that all runs smoothly and to budget.Manage a team of staff, giving full briefings (for examples how activities should be handled and organized)Organise facilities for car parking, traffic control, security, first aid, hospitality and the mediaMake sure that insurance, legal, health and safety obligations are followedOversee the dismantling and removal of the event and clear the venue efficientlyproduce post-event evaluation to inform future events

Milan, Lombardy, Italy

London, United Kingdom

Assisting with the tracking of royalties due to internationally renowned artists and songwriters.Assisting with the analysis of artist's and songwriter's royalties.