Giulia Donelli Email & Phone Number

London Area, United Kingdom

Senior Customer Success Manager (December 2023 – Present)Customer Success Manager (November 2021 – December 2023)Achievements: - Achieved 100% logo retention and a 258% net renewal rate year-over-year, underscoring exceptional client satisfaction and relationship management skills.- Currently managing a portfolio with an ARR of $869k - mid-market and enterprise accounts- Successfully led seamless onboarding processes for all new customers, ensuring a 100%… Show more Senior Customer Success Manager (December 2023 – Present)Customer Success Manager (November 2021 – December 2023)Achievements: - Achieved 100% logo retention and a 258% net renewal rate year-over-year, underscoring exceptional client satisfaction and relationship management skills.- Currently managing a portfolio with an ARR of $869k - mid-market and enterprise accounts- Successfully led seamless onboarding processes for all new customers, ensuring a 100% conversion rate from the implementation phase.- Secured two new customer referrals within a year by fostering trust and delivering value-driven solutions.- Conducted comprehensive client training to enable a self-serve approach, enhancing product adoption and reducing support reliance.- Spearheaded product testing efforts before deployment in customer production environments to ensure flawless execution and functionality.- Proactively identified upsell and cross-sell opportunities, contributing to significant business expansion across accounts (~ $80k upsell per customer account).- Analyzed post-implementation KPIs to anticipate risks, guide customers in performance optimization, and mitigate churn.- Acted as the Voice of the Customer, influencing product enhancements and service improvements in alignment with client needs.- Delivered first-line non-technical support, resolving issues and ensuring a smooth customer experience with DigitalGenius's cutting-edge AI technologies. Show less

London, Regno Unito

• Interpreting:o NHS, Councils, Mental Health, Charities (Language Connect and Language Line)o LUX SCIENTIA (consecutive interpreting), final symposium in February 2012 hosted in London and curated by cultural programmer and designer Mario Caeiro; o Press conference for Fondazione Nord Est, Treviso (Italy);o Oil fair in Trieste (OLIO CAPITALE).• Translation: o Eraclit Venier Spa (Translation of Fire Classification Reports);o Pura Comunicazione: translation of… Show more • Interpreting:o NHS, Councils, Mental Health, Charities (Language Connect and Language Line)o LUX SCIENTIA (consecutive interpreting), final symposium in February 2012 hosted in London and curated by cultural programmer and designer Mario Caeiro; o Press conference for Fondazione Nord Est, Treviso (Italy);o Oil fair in Trieste (OLIO CAPITALE).• Translation: o Eraclit Venier Spa (Translation of Fire Classification Reports);o Pura Comunicazione: translation of touristic leaflets, websites and events programmes.o Iniziative Venete: translation of the website, company’s presentation;o Consorzio Venezia Nuova;o Fondazione Nord Est;o Art exhibition on Leonardo Da Vinci hosted in Venice (Leonardo da Vinci and the music). Show less

London, United Kingdom

Responsible for a portfolio of clients within the Learning and Development sector and Regulated services industry (Financial, Legal).Achieved targetsAccount Management & Client Relationship• Retained clients portfolio by submitting bids and public tenders• Onboarding process for new clients / renewals (high-level meetings with key stakeholders, price negotiation, training client's stakeholders on use of technology, bespoke adaptation of our technology to meet client's needs,… Show more Responsible for a portfolio of clients within the Learning and Development sector and Regulated services industry (Financial, Legal).Achieved targetsAccount Management & Client Relationship• Retained clients portfolio by submitting bids and public tenders• Onboarding process for new clients / renewals (high-level meetings with key stakeholders, price negotiation, training client's stakeholders on use of technology, bespoke adaptation of our technology to meet client's needs, security checks, etc.)• Improved relationships with a selection of key accounts.• Improved margins for certain key accounts by thinking outside the box and deviating from the standard procedures, to find tailored processes for each client. Working in collaboration with the ops team.Business Development• Up-sell and cross-sell opportunities by leveraging existing relationships at each account to expand the number of customer contacts• Identified key staff in the company’s biggest accounts and increased frequency of communication to develop the relationship• Bid/Tender writing: won a new big client within the first year of employment.Key responsibilities include• Management of key accounts, by speaking with contacts regularly and organizing review meetings and catch ups in person/remotely• Foster and maintain a positive and healthy working relationship with all the teams across the company (mainly Operations, Finance and Quoting).• Keeping updated with news related to existing clients, in order to seize new business opportunities.• Keeping up to speed with new technologies and improvements in the sector.• Upselling and cross-selling Show less

London, United Kingdom

Language Connect (now THG Fluently). I joined the company in 2013 as a Project Executive, was promotedto Account Manager in April 2014 and promoted again to Lead Account Manager in 2015. In May 2016 Iwas promoted to Interpreting Manager and in April 2017 to Operations Manager.Achieved targets• Led a team of 6, achieving a 40% revenue increase and a 10% margin improvement over threeyears.• Successfully promoted team members, reorganised procedures, and retained 60% of… Show more Language Connect (now THG Fluently). I joined the company in 2013 as a Project Executive, was promotedto Account Manager in April 2014 and promoted again to Lead Account Manager in 2015. In May 2016 Iwas promoted to Interpreting Manager and in April 2017 to Operations Manager.Achieved targets• Led a team of 6, achieving a 40% revenue increase and a 10% margin improvement over threeyears.• Successfully promoted team members, reorganised procedures, and retained 60% of existingclients.• Developed and assured 30% of new business to the company by establishing long-term and trustedrelationshipsKey responsibilities include:• Team management, coaching and mentoring a team of 6 people.• HR responsibilities (recruitment and on-boarding);• New technology testing and implementation for the team• Management of key client and supplier relationships (service review meetings, point of escalationfor complaints).• Monitoring of the clients’ performance to seek new opportunities to grow our business.• Proactively monitor impact, identify risk and implement mitigation plans• Weekend coverage coordination• Overview of the team's workload to ensure an even distribution and avoiding high level of stress.• Financial and administrative management, not only to ensure achievement of margin targets but toensure timely invoicing and accurate client account records• Contribution to the company’s culture and value, participating to the “innovation team” to encour-age employees to put forward ideas that can improve the quality of the everyday work. Show less

London, Regno Unito

Process interpreting bookings Administrative dutiesInterpreting assignments

Venezia, Italia

Hostess during embarkation and disembarkation operations at the Port of Venice

Community Interpreting And Technical Translation. English, Spanish, French, Advanced School Of Modern Languages For Interpreters And Translators (Sslmit), 109/110

Activities and Societies: Internship Olio Capitale Dissertation title: Cultural - Linguistic Mediation in the hospitals of North Eastern.

Applied Interlinguistic Communication, Advanced School Of Modern Languages For Interpreters And Translators (Sslmit), 103/110

Title of the dissertation: "Classification of fire resistance: translation analysis and glossary (English-Italian)"

Bachelor'S Degree, Language Interpretation And Translation, Erasmus Programme

I was a student at the University of Hull for a semester, as part of the Erasmus Exchange programme.

Maturità Classica (A-Levels In Humanities), Liceo, 84/100.