Pablo Mm Sánchez De Rojas Email & Phone Number

Alicante, Valencian Community, Spain

Promoted to oversee the Customer Success department, leading a cross-functional team, including the client dedicated dev team, to drive client satisfaction and product adoption. Focused on streamlining project execution with Agile methodologies, optimizing team collaboration, and improving the overall customer journey.Key Achievements & Skills:- Led cross-functional initiatives to enhance customer onboarding and ongoing support.- Implemented new routines within the existing Agile project management practices to coordinate product updates, feature rollouts and ticketing management.- Brought closer the Customer Success' client insights and the roadmap of the company.- Established key performance indicators (KPIs) to track team effectiveness and customer satisfaction.- Reorganised key roles using the RACI model to ensure efficiency, scalability and control within the department.

Alicante, Valencian Community, Spain

Scaled a growing team of customer success managers. Focused on optimizing internal processes to improve efficiency and client support.Key Responsibilities:- Led the adoption of Agile methodologies within the team to improve responsiveness and manage workflows.- Managed remote team operations, setting clear goals and aligning team objectives, such as measuring onboarding success and customer engagement.- Setting a base to scale team and processes to larger clients and to a more rapid pace.

Owned the customer lifecycle, from onboarding to support, ensuring clients maximized value from the software. Acted as a connecting piece between clients and the product team, channeling feedback and insights to drive continuous improvements.The key contributions on this role were:- Creation of the Customer Success department in the company processes, re-drawing customer cycle and the collaborations in between departments.- Introduced the figure of the dedicated CSM to existing and new customers, successfully facilitated smooth client onboarding processes and ongoing customer success strategies.- Built effective feedback loops between clients and the product team to enhance product offerings.- Proactively managed accounts to identify areas for improvement and enhance customer engagement.

Lisbon

Oversaw a portfolio of clients, focusing on delivering tailored software configurations and providing in-depth support. Collaborated with sales and product teams to optimize customer experience and engagement.Key contributions to the team and company goals:- Conducted comprehensive client needs assessments to improve software configurations.- Proactively initiated surveys to gather customer feedback, supporting continuous process improvements.- Worked closely with clients for real-time issue resolution and strengthened client relationships.

Budapest

Supported B2C and B2B clients across several markets, handling complex issues and optimizing processes to enhance the customer experience in the Spanish speaking countries. Key Achievements and Skills:- Utilized creative problem-solving techniques to address a variety of customer issues effectively.- Skilled in de-escalating challenging situations through empathetic and solution-oriented negotiation.- Maintained composure and efficiency under time pressure, demonstrating strong stress management skills.- Expert in prioritizing tasks by urgency, ensuring that critical issues were addressed promptly for optimal customer satisfaction.

Altea

On this role, the team and I focused on enhancing guest experiences through room quality control, VIP guest services, and social media engagement. Improving the % of recurrent clients, cross-sales and upsells of previous seasons.

Alicante

Managed client portfolios, enhancing sales processes and overseeing stock control. I streamlined warehouse order and quality control processes for better accuracy and increased client engagement through strategic account management and targeted sales efforts.

Grado En Administración Y Dirección De Empresas, Business Administration And Management, General

Bachelor Of Business Administration (B.B.A.)

Bachelor Of Business Administration (B.B.A.)

Activities and Societies: Equipo de futbol, club de Kick Boxing.

Grado En Turismo

Activities and Societies: Equipo de fútbol