Reporting to the Chief Professional Services Officer I manage a team of 15 Program Directors and Project Managers leading the team to deliver exceptional outcomes for our clients.I thrive on developing a deep understanding of customer needs and pain points fostering trust-based client relationships. My responsibilities extend to developing and overseeing the methodology and approach for customer success, holding overall commercial responsibility for large programs and leading cross- and… Show more Reporting to the Chief Professional Services Officer I manage a team of 15 Program Directors and Project Managers leading the team to deliver exceptional outcomes for our clients.I thrive on developing a deep understanding of customer needs and pain points fostering trust-based client relationships. My responsibilities extend to developing and overseeing the methodology and approach for customer success, holding overall commercial responsibility for large programs and leading cross- and upselling efforts.Fadata provides software solutions for insurance companies around the globe with direct presence in Europe, LATAM and APAC regions. Show less

Reporting to the Global VP of Customer Success I managed a team of 10 CSMs enabling desired CS outcomes by aiding CSMs to expand revenue and contributing to the efforts to increase product adoption, customer satisfaction and other relevant CS metrics and health scores.Main functions:• Coach team to achieve the assigned goals for cross- and upsell, leads generation, customer retention and renewals• Drive successful onboarding processes and customer experience• Scale CS team… Show more Reporting to the Global VP of Customer Success I managed a team of 10 CSMs enabling desired CS outcomes by aiding CSMs to expand revenue and contributing to the efforts to increase product adoption, customer satisfaction and other relevant CS metrics and health scores.Main functions:• Coach team to achieve the assigned goals for cross- and upsell, leads generation, customer retention and renewals• Drive successful onboarding processes and customer experience• Scale CS team and reduce challenges they face• Be the chief customer voice and deliver results for customers• Collaborate and connect with Sales and Marketing• Tracking metrics and goalsAccomplishments:• Designed and implemented the global Customer Success organization• Improved renewals target by 105%• Generated leads worth 15 million Euros with 35% winning rate the first year• Reduced personnel costs by 15%• Resolved two major customer escalations avoiding lawsuits and revenue loss of 1,5 Mill $ Show less

Reporting to Sr. VP of Strategic Business Unit leading a team of 8 Engagement Managers in driving successful key account management of strategic (enterprise) accounts.Main functions:• Drive successful customer experience• Coach and motivate team to achieve revenue goals and high customer satisfaction• Enable and maintain successful customer relationships• Discover opportunities for growth converting services leads into sales• Assist Sales and Services during sales… Show more Reporting to Sr. VP of Strategic Business Unit leading a team of 8 Engagement Managers in driving successful key account management of strategic (enterprise) accounts.Main functions:• Drive successful customer experience• Coach and motivate team to achieve revenue goals and high customer satisfaction• Enable and maintain successful customer relationships• Discover opportunities for growth converting services leads into sales• Assist Sales and Services during sales process• Pivot the organization to be customer-centric and display their voice and influenceAccomplishments:• Awarded the Services MVP for excellent customer service Show less

Reporting to the Sr. VP of EMEA I managed the Services organization (90 resources) overseeing the delivery of services and ensuring excellent customer relations.Main functions:• Monitor and improve service quality, client satisfaction, and key performance indicators• Implement strategies for efficient and effective service delivery• Overseeing the delivery of services carried out by Project teams within the organization• Define KPIs and lead the Services team to meet… Show more Reporting to the Sr. VP of EMEA I managed the Services organization (90 resources) overseeing the delivery of services and ensuring excellent customer relations.Main functions:• Monitor and improve service quality, client satisfaction, and key performance indicators• Implement strategies for efficient and effective service delivery• Overseeing the delivery of services carried out by Project teams within the organization• Define KPIs and lead the Services team to meet utilization, revenue and project margin targets• Budget management ensuring profitability and cost-effectiveness• P&L reporting to EMEA and Corporate Leadership teams• Recruit, train, mentor, and manage a team of professionalsAccomplishments:• Analyzed data to identify cost margin problems and implemented solutions improving services team's utilization rate from 65 to 75% Show less

Reporting to the Sr. VP of Strategic Accounts I managed a portfolio of complex enterprise accounts serving as the main point of contact.Main functions• Develop strong and lasting relationships with clients• Customer advocacy and become the trusted advisor• Focused on achieving highest level of expectations to meet client satisfaction• Identify opportunities for cross- and upsell• Contract negotiation and consultative selling• Resolve customer complaints, issues… Show more Reporting to the Sr. VP of Strategic Accounts I managed a portfolio of complex enterprise accounts serving as the main point of contact.Main functions• Develop strong and lasting relationships with clients• Customer advocacy and become the trusted advisor• Focused on achieving highest level of expectations to meet client satisfaction• Identify opportunities for cross- and upsell• Contract negotiation and consultative selling• Resolve customer complaints, issues and escalationsAccomplishments:• Achieved the ERP Deal Award in 2017 and 2018 for closing the highest sale of the year• Received the Excellence Award in 2017 for negotiating successfully the services business of the year• Promoted to Director in 2018 Show less

Reporting to the VP EMEA Services I managed global implementations projects with up to 40 resources and budgets between 1 and 3 million EUR.Main functions:• Provide leadership, insight and mentoring to project teams• Initiate and manage implementation projects using a structured methodology• Oversee program compliance with requirements, schedule and budget• Generate and deliver reports, program review presentations and other status updates• Develop project budgets… Show more Reporting to the VP EMEA Services I managed global implementations projects with up to 40 resources and budgets between 1 and 3 million EUR.Main functions:• Provide leadership, insight and mentoring to project teams• Initiate and manage implementation projects using a structured methodology• Oversee program compliance with requirements, schedule and budget• Generate and deliver reports, program review presentations and other status updates• Develop project budgets, SoWs, implementation plans, resource plans and assign resources• Manage internal stakeholders and client and business partner relationshipsAccomplishments:• Promoted to Senior Program Manager in 2010• Achieved the Employee President's Award in 2013 for excellent customer service Show less

Reporting to the Head of COE I was part of the management team of the Centre of Excellence (250 internal resources and up to 500 business partners) providing IT services to the Zurich Insurance organization. Main functions:• Successful delivery of mayor software implementation programs with budgets above €10 Million• Internal and external communication to stakeholders and management• Create and execute program plans, schedules and budgets• Cross functional leadership