Gabriele Villa Email and Phone Number

My role is to ensure that our organization consistently delivers outstanding customer experiences, maximizes customer retention, and drives revenue growth.Key responsabilities:𝘼𝙘𝙘𝙤𝙪𝙣𝙩 𝙎𝙩𝙧𝙖𝙩𝙚𝙜𝙮: Develop and execute a comprehensive strategy for each account that aligns with the company's objectives, enhancing customer satisfaction and loyalty.𝙏𝙚𝙖𝙢 𝙇𝙚𝙖𝙙𝙚𝙧𝙨𝙝𝙞𝙥: Lead a high-performing team of customer success directors, fostering a culture of excellence, team spirit, and continuous improvement.𝘾𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝙍𝙚𝙡𝙖𝙩𝙞𝙤𝙣𝙨𝙝𝙞𝙥 𝙖𝙣𝙙 𝙍𝙚𝙩𝙚𝙣𝙩𝙞𝙤𝙣: Establish and maintain strong relationships with key customers, understanding their needs, challenges, and goals. Develop and execute strategies to reduce churn, increasing customer lifetime value and long-term partnerships.𝙍𝙚𝙫𝙚𝙣𝙪𝙚 𝙜𝙧𝙤𝙬𝙩𝙝: full accountability for the company revenue generation in EMEA, implement initiatives and processes to drive revenue growth through upselling, cross-selling, and expansion of customer accounts.𝙋𝙧𝙤𝙙𝙪𝙘𝙩 𝙖𝙣𝙙 𝙎𝙚𝙧𝙫𝙞𝙘𝙚 𝙀𝙣𝙝𝙖𝙣𝙘𝙚𝙢𝙚𝙣𝙩: Collaborate with product and development teams to enhance offerings based on customer feedback and market demands.𝙃𝙚𝙖𝙙 𝙤𝙛 𝘾𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝙎𝙪𝙥𝙥𝙤𝙧𝙩 (AI): lead a practice of more than 90 resources that delivers support for all live OverIT’s projects.

𝙊𝙫𝙚𝙧𝙄𝙏 is the best-of-breed FSM vendor, supporting industry leaders to achieve excellence in linear asset Management. We are recognized as “Leaders” and “Visionaries” by the major IT consulting firms, we serve Energy & Utility, Oil & Gas, Telco, Transportation, and Industrial Manufacturing with specific product templates and industry experts.Assumed various role as a direct report of the Chief Customer Success Officer:𝙃𝙚𝙖𝙙 𝙤𝙛 𝘽𝙐: Leading a Business Unit focused on driving digital transformation for OverIT’s top customer (Enel) and supervising EMEA business expansion. 𝘾𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝙎𝙪𝙘𝙘𝙚𝙨𝙨 𝙁𝙞𝙣𝙖𝙣𝙘𝙞𝙖𝙡 𝙎𝙩𝙧𝙖𝙩𝙚𝙜𝙮 working closely with CCSO and CFO to create the Customer Success Strategy, manage the P&L and provide regular and exhaustive reporting to the board. • Redesign the governance of the Customer Success Group to have a deeper control on costs. • Create P&L centric metrics and KPI and monthly review them with the Customer Success Leadership Team.• Work Alongside the CCSO to cascade the new company strategy on the Customer Success group. • Work Alongside Sales and CFO to define the revenues budget𝙃𝙚𝙖𝙙 𝙤𝙛 𝘾𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝙎𝙪𝙥𝙥𝙤𝙧𝙩: lead a practice that delivers support for all live OverIT’s projects. • Successfully redesign a worldwide product support service with a global team active 24/7. • Lead a large and super skilled team of Service Manager and Service Desk Agents of approximately 90 resources that delivers Application Maintenance Support to all live customers on OverIT’s platform. • Collaborate with the product team to define the highest quality standard for customer support on OverIT Next Gen FSM Platform, ensuring that customer get the best out of our product.• Collaborate with Sales and Pre-elaborate offers for new tenders and create price list.

As a direct report to the CCSO leading a large and talented business unit focused on our top customers digital transformation (Enel).• Define and execute a joint strategy with the customer.• Be accountable for BU costs and appropriate margins.• Manage and develop all assigned resources. Providing guidance and mentorship to foster their growth and leadership potential within the organization. • Manage relationship with business partnersAs a member of the Leadership Team actively collaborate in the definition and execution of the new company strategy to transform OverIT into a SaaS company.• Responsible for the hiring process of the whole Customer Success Group. More than 100 resources hired in 2022.• Responsible to redesign the global product support unit with a 24/7 service • Collaborate with the product team to define the new product technical and functional roadmap

Delivery and Clients Management: • Responsible for the delivery on company top customers in the Energy and Utility business• Be the final point of contact for the customers for both technical and business-related matters. • Oversee several streams and programs, directly involved when needed. • Accountable for teams staffing and productivity • Design critical projects or programs governance with the customer • Manage, facilitate and promote communication and collaboration with the other units to always give the customer the best service the company as an overall can offer. Account Management: • Be responsible for the business development on assigned top customers• Find business opportunities to strength and empower the partnership with existing customersPeople Management• Managing a large team in continuous growth (+20% YoY). • Designing career path, oversee the recruitment process for the whole Energy & Utility unit. • Mentoring Project Managers and team members toward challenging goals • Leading a continuous and perpetual change management. Contract Management• Negotiate long term contracts and agreements with top customers that include: system integration services, product licensing and product maintenance, Application Maintenance Services Bids Management: • Strictly collaborate with Sales and Pre-sales teams on international bids for major players, crucial for the company strategy. • Responsible for cost estimations and the project plans.

Responsible for the maintenance and evolution of Field Service Management and GIS platforms for important players in the Energy & Utility business. Main responsibilities: • Lead and coordinate multiple teams (more than 20 total resources) to evolve and maintain systems.• Cure customer relationship and business development.• Be accountable for projects costs and appropriate margins

Lead the team in charge of customizing and integrate Geocall WFM platform for 2i Rete Gas, one of the company top customer. During this period the main tasks and responsibilities have been:• Organize and directly lead complex projects through all phases, from business proposal and negotiation to project planning, functional and technical solution designs, testing, software delivery, user training and post go-live support. • Cure customer relationship, manage product evolution and application maintenance.• Coordinate the team composed by functional analysts, software developer and help desk.

Working in Société Générale Security Services IT department to: • As a Project Manager, led various projects aimed at innovating the application landscape in compliance with the regulations governing the securities custody system. Successfully applied different methodologies, such as waterfall and Agile with SCRUM, based on the project context.• As a Project Portfolio Manager, I assisted clients in managing and controlling outsourced IT projects and change requests. I provided guidance on project portfolio optimization and prioritization, vendor management, and budget allocation

Initially integrated as a contractor for Alten and later hired as a direct employee for the Amadeus Cars Product Definition team. The team is in charge of all the products Amadeus offers for Cars.• Requirement management: elaborate requirements from customers business needs providing: feasibility studies, order of magnitudes, functional and technical solutions• Project management: coordinate complex projects (cross departments) managing the project plan from preliminary analysis to production release - manage Agile projects with SCRUM methodology.• Functional analysis: analyse Gaps, propose and define solutions, write product specifications• Test management: definition of test strategy, creation of test plan and test scripts, final validation• Maintenance: to analyze and handle technical and functional issues on existing products

Achieved developer certification for Salesforce.com spring 2012. E.ON - MilanoDesign a new CRM using the cloud platform: Salesforce.com. Responsabilities: Process design, define integration and migration strategy with existing systems, Data Model design and optimization, test strategy definition, test plan writing.IREN - TorinoDesign of a new Credit Factoring management application.Responsabilities: Analysis of As-Is technical and business processes (UML), design of the processes for the new application (UML) and design the new system infrastructure (Entity Relationship Diagram)