Sofia Muntaner Email & Phone Number

Madrid, Community Of Madrid, Spain

*Lead and manage an international team of Customer Success and Customer Support professionals, hiring and training top talent to support the company's growth and success.*Set the overall vision and strategic plan for the teams, driving product adoption, leading a positive customer experience, and optimizing growth through upsells, renewals, and retention.*Establish team KPIs in line with the company's vision, complemented by a comprehensive action plan to ensure targets are achievable and exceeded.*Foster seamless collaboration with cross-functional teams, communicating customer needs and feedback to drive the prioritization of issues and new feature releases, ensuring top-quality service.*Implement scalable initiatives for internal process improvement, closely monitoring performance to ensure corrective actions are taken when necessary.*Cultivate strong customer relationships, conducting business reviews to enhance satisfaction, maximize product adoption and drive customer growth through up-selling and cross-selling.

Madrid Area, Spain

*Created, organized, managed, and expanded the Customer Success department within the organization. Coordinated with Sales and Support managers to integrate the CSM figure into the customer journey, ensuring a seamless and fluid experience.*Established the role, functions, and responsibilities of the Customer Success manager, alongside the internal processes required for its growth and connection with other departments.*Hired, lead, managed, coached, and developed a team of high-performing Customer Success Managers. *Identified KPIs to measure client health and onboarding success, designing reports to extract valuable insights on the product usage. *Managed key accounts, creating strong client relationships to guarantee product adoption and success, customer loyalty, and subscription renewals. *Intervened, managed, and resolved crisis points encountered by our customers during their partnership with our organization. *Analyzed data continuously to detect incidences and points of improvement, providing internal feedback to evolve our product.

Madrid, Madrid, Spain

*Successfully managed the life cycle of medium and large accounts, ensuring their satisfaction and retention with our software.*Achieved KPIs for upselling, churn reduction, success stories, referrals, and usage by developing and executing strategies tailored to each client's unique needs.*Led the implementation project for renowned customers, working closely with sales, operations, and product teams to deliver customer requests on time and within budget.*Advised clients on best practices to achieve their desired results, while also migrating their processes to our platform and monitoring adoption closely to drive sustained usage.*Managed national and international rollouts for existing customers, providing guidance, training, and best practices to ensure successful adoption across teams.*Proactively identified clients at risk of churn and developed action plans to reactivate their use of our platform.

Madird, Spain

*Managed the life cycle of small and medium customers, providing end-to-end support during the implementation, adoption, and retention of the tool.*Advised clients on best practices, serving as their main point of contact during the implementation phase and anticipating their needs to provide effective solutions.*Successfully migrated client processes to the platform, ensuring smooth and successful implementation of the software.*Monitored and tracked client status during the implementation and retention processes, identifying any issues and addressing them proactively to ensure client success.*Identified clients at risk of churn and developed action plans to reactivate their use of the platform.*Analyzed reasons for churn and established preventive actions, using insights to forecast churn in future months.

Madrid Area, Spain

*Led and developed the International Department, responsible for analyzing various international markets and identifying and obtaining distributors across the globe.*Negotiated prices, contract terms, and means of payment with customers, establishing mutually beneficial relationships.*Prepared commercial offers and managed orders, ensuring timely and accurate delivery of products and services.*Represented the brand at fairs and conferences, building brand awareness and generating leads for new business opportunities.

Madrid Area, Spain

*Managed and developed the Export Department, responsible for identifying and obtaining commercial agents and distributors worldwide.*Created marketing materials and frequently updated the company's website to support brand development and drive international sales growth.*Prepared commercial offers and managed orders, ensuring timely and accurate delivery of products and services to customers.*Negotiated prices, contract terms, and means of payment with customers, establishing mutually beneficial relationships.

Hamburg Area, Germany

Internship at the digital advertising company Xposting-Service in Hamburg, Germany. *First contac and registration of new partners around the globe. *Design, creation and editing of web pages in CMS. *Creation and development of multimedia presentations. *Translation of unofficial texts.

Bachelor Of Applied Science (B.A.Sc.), Information And Communication Management, 1.3

Neisse University is a English bachelor study program within three countries (Czech Republic, Poland and Germany).The greatest focus is.

Bachelor Of Applied Science (B.A.Sc.), Information And Communication Management, 1.3

Third and last year of the three-national "joint degree programme" offered by Neisse University. * Network and Organizations * Data mining.

Information Technology And Business Studies

Second year of the three-national "joint degree programme" offered by Neisse University. * Design and creation of web pages and data.

Information Technology And Business Studies

First year of the three-national "joint degree programme" offered by Neisse University. * Programming Paradigms * Marketing skills. *.

Civil Engineering

Successfully completed the first year of studies in “Civil engineering” as an Honor student with academic merit.