Sofia Del Riccio Email & Phone Number

Argentina

As a Customer Success Manager overseeing 150+ accounts, I focus on identifying risks, driving product adoption, and building strong client relationships by addressing pain points and delivering tailored solutions for growth. I act as the voice of the customer, gathering valuable feedback for product enhancements and collaborating with internal teams to ensure timely, high-quality service, ultimately enhancing the overall customer experience.

Argentina

- Guided new customers through the onboarding process, ensuring smooth and successful implementation with clear communication on next steps and mandatory requirements.- Conducted product training sessions to educate customers on platform features and functionalities.- Addressed customer inquiries, concerns, and technical issues, escalating complex matters to appropriate teams as necessary.- Built strong relationships with clients, acting as their main point of contact to ensure satisfaction and foster rapid product adoption.- Collaborated with sales and compliance teams to gather customer requirements and develop onboarding plans.- Worked with cross-functional teams, including product development and support, to advocate for customer needs and provide feedback for product enhancements.- Coordinated monthly virtual sessions with bankers, dividing sessions into breakout rooms by industry.Managed customer success metrics and data, ensuring accurate records for analysis and decision-making.- Analyzed customer satisfaction surveys (C-Sat/NPS) to identify areas for improvement and provide actionable insights.

Madrid, Comunidad De Madrid, España

- Responsible for coordinating and executing global projects locally.- Collaboration with the global team to develop strategic opportunities and customers for the business. It was possible to exceed the 2022 annual target by 20%.- Onboarding of new clients for an effective launch in the region. Successfully launched 45 leads in 2022.- Responsible for the management of relevant accounts in the region to develop added value among partners in Awin.- Focused on giving attention to customer proposals, through the implementation of actions that reinforce their activity and exposure.- In charge of delivering customer support and effective communication to local clients through chat, email and video call. - Focused on building long lasting relationships with customers, driving customer satisfaction by meeting their expectations.- Responsible for keeping the CRM tool updated.- In constant communication with stakeholder teams to share best practices and optimize client processes.- In charge of monthly internal presentations, with local and global scope.

Provincia De Buenos Aires, Argentina

- Responsible for the analysis of the market for the search for business opportunities, and preparation of proposals to the board.- Identification and search of products that can meet the needs of the different markets at LATAM level, as well as responsible for the selection process and negotiation with international and local suppliers.- In charge of operational issues such as registrations, purchase orders, packaging, manuals, delivery and billing for Argentina, Brazil, Chile and Colombia.- Responsible for the BI of the performance of its own portfolio and local competitors for the Soft categories in the markets of Argentina and Mexico. Warn about changes and trends for the definition of action plans.- Lead weekly product reviews with the responsible departments to define action plans according to the expected results.- Ensure efficient and continuous coordination with the Operations team and COMEX to ensure proper functioning in the context of pandemic and limitation in imports.- Lead the commercial campaigns for the Private Label team Argentina and Mexico.

Buenos Aires, Argentina

- Project management for the U.S. Department of Tax: budgeting, coordination, and monitoring of goal fulfillment in each account.- Global coordination of the expatriate tax service both in the United States and globally, supervising the process of authorizations, contracts and databases for proper execution.- Client point of contact with Ernst & Young International offices to follow up on services provided to clients in the United States.- Supervision of the billing process for global services for international clients.Achievements- Evaluation 2017/18: "Exceptional Performance Award" for distinction at Account Support Associate level in PAS Argentina and promotion to "Account Support Senior Associate".- Training at Ernst & Young Boston during January 2018 and February 2019 for process migration, and rotation through the key areas of the Boston team.

Secretaria De Vinculo Ciudadano - Balcarce 50 - Capital Federal

- Comunicación- Preparación de Informes Semanales

Master En Marketing Digital & E-Commerce, Marketing Digital

Licenciatura En Comunicación Publicitaria E Institucional, Comunicación, General

Bachiller Bilingüe, Humanities/Humanistic Studies

Activities and Societies: Equipo de Hockey; Equipo de acción comunitaria en una escuela de Santiago del Estero, y en hogares de niños y.