Serena Mancini Email & Phone Number

Barcelona, Catalonia, Spain

Dublin, County Dublin, Ireland

• Manage a portfolio of strategic Key Accounts.• Build meaningful customer relationships; develop success strategies with a focus on driving adoption and maximizing ROI.• Drive and execute Customer Success Programs focused on Business Value realization – focusing on areas such as change management, governance, vision and strategy and user adoption. • Achieved an average 4.9/5 CSAT over 12 months and an overall team influenced renewal rate at over 80%. • Conduct Success Review… Show more • Manage a portfolio of strategic Key Accounts.• Build meaningful customer relationships; develop success strategies with a focus on driving adoption and maximizing ROI.• Drive and execute Customer Success Programs focused on Business Value realization – focusing on areas such as change management, governance, vision and strategy and user adoption. • Achieved an average 4.9/5 CSAT over 12 months and an overall team influenced renewal rate at over 80%. • Conduct Success Review and Business Review meetings; develop and execute Customer Success Plans.• Share customer stories and case studies.• Review customer health and adoption metrics; identify attrition risk and plan mitigation actions to support renewal and maximize retention.• Collaborate cross-functionally with internal teams; act as the customer advocate and liaison.• Work on Sales Enablement initiatives. Show less

• Plan and deliver Strategic Customer Success Management at scale.

County Dublin, Ireland

• Deliver Customer Success engagements using a data-driven lifecycle model. Key touch-points include onboarding, technical best practices and enablement, business reviews.• Increase customer activation, engagement and feature adoption.• Skilled in both 1:1 and 1:many workshop presentations.• Mentor new hires and organize team events to share best practices and learnings.

County Dublin, Ireland

As a member of the Client Services team, I work on a variety of administrative and project management tasks across the following clients and communication channels:• Jameson Irish Whiskey: global comms support for a variety of initiatives across TV, digital, social, OOH and print.• Jameson Graduate Programme: digital and social campaign focused on talent attraction.• ESB Corporate: print, OOH, radio and digital.• ESB Networks: print, OOH, digital and social media… Show more As a member of the Client Services team, I work on a variety of administrative and project management tasks across the following clients and communication channels:• Jameson Irish Whiskey: global comms support for a variety of initiatives across TV, digital, social, OOH and print.• Jameson Graduate Programme: digital and social campaign focused on talent attraction.• ESB Corporate: print, OOH, radio and digital.• ESB Networks: print, OOH, digital and social media management.I also organised and coordinated a merchandising job for HSE. I am responsible for new jobs set up, creation of price quotes and invoices as well as client meetings organisation and distribution of contact reports. Show less

Dublin, County Dublin, Ireland

• Providing live chat and email support for site setup and customisation. Identify, analyse and solve complex technical issues in a fast-paced and multi-channel interaction environment.• Collecting and reporting system bugs and platform feedback to the Product team.Key achievements:• Recognised as a top performer (98% CSAT with 5 chat/hour on average). • Developed workflows and communications strategies to help the team interact with difficult customers (which resulted… Show more • Providing live chat and email support for site setup and customisation. Identify, analyse and solve complex technical issues in a fast-paced and multi-channel interaction environment.• Collecting and reporting system bugs and platform feedback to the Product team.Key achievements:• Recognised as a top performer (98% CSAT with 5 chat/hour on average). • Developed workflows and communications strategies to help the team interact with difficult customers (which resulted in a 10% internal quality score increase in a month). • Hosted the first webinars in Dublin. This was an important milestone for the growth of a Squarespace customer community. Show less

County Dublin, Ireland

I managed the Italian social media channels and developed skills in social media management and content creation.

Forlì Cesena Area, Italy

I worked on the online promotion of a publishing line dedicated to events and tourism. I consistently increased the Facebook fanbase and builded an active Instagram community from scratch

Stirling (Uk)

Work experience in a translation and interpreting agency. Main duties: support the Project Management of translation projects, selection of new linguists, liaise with translators and follow up on projects, organisation of trainees applications.Key achievements:• Allocated all translation projects on time and effectively.• This role involved a large number of phone calls every day. Interacted with multiple stakeholdersdaily and embarked many new translators to the Global… Show more Work experience in a translation and interpreting agency. Main duties: support the Project Management of translation projects, selection of new linguists, liaise with translators and follow up on projects, organisation of trainees applications.Key achievements:• Allocated all translation projects on time and effectively.• This role involved a large number of phone calls every day. Interacted with multiple stakeholdersdaily and embarked many new translators to the Global Voices team. Show less

Postgraduate Diploma In Advertising And Digital Communications, Marketing, 1:1

This programme is dedicated to giving students a rigorous conceptual framework and a systematic knowledge and understanding of the issues.

Master’S Degree In Language, Society And Communication

- Main subjects: English and Spanish linguistics, EN, ESP > IT translation, Sociolinguistics, Linguistic mediation and intercultural.

Bachelor’S Degree In Foreign Languages And Literatures

- Main subjects: English, Spanish and French linguistics and literature, Glottodidactics - Final year spent at University College Cork.