Susanna Perrotta Email and Phone Number

• Establish clear retention goals and process milestones for the client and employees to work toward;• Assist in creating training courses and educational materials for other members of the department;• Lead cross functional communication with Sales Operations, Finance and Product Management to act as customer advocate for success;• Maintained responsibility for performance Reporting to Senior Leadership Team and Heads of Business Lines, resulting in providing accurate forecast for the business

• Managed highly committed teams to sell TripAdvisor products to hospitality customers in EMEA region, resulting an increase of retention rate and revenue for the business;• Creating an inspiring team environment with an open communication culture; • Trained, mentored and developed a team of sales agents, resulting in the achievement of an average of 100% of their sales targets within their second quarter in the business;• Constantly reviewed customer feedback and suggested ways to improve processes and service levels;• Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company;

• Perform account reviews - identifying areas the customer can better utilise our solution, educating the customer on how to use certain functionalities and addressing any billing or support complaints;• Be responsible for customer retention and up-selling;• Maintain data on customer churn, upsell data and customer success KPI's and present this to management on a regular basis;• Sharing continuous feedback with various teams support, sales, onboarding, marketing, finance, and product to identify improvements in customer experience that will minimise customer churn

• Achieving and regularly exceeding targets by establishing and building effective client relationships through communication, trust and a high standard of service;• Retaining existing clients through negotiation and analysis of campaign performance data, and up-selling when appropriate;• ROI analysis, budgeting and forecasting for new campaigns;• Providing ongoing sales support to client base for online PPC campaign ;• Ability to analyse client ROI / CPA goals and data, tracking processes and tools, product features and benefits, marketing philosophy, target demographics;• Support prospecting initiatives and campaigns for territories assigned;• Collaborate with managers in the hiring process, focus on peer shadowing and when necessary participating directly in complex sales’ negotiations and solving conflict ensuring customer satisfaction;• Liaise with higher management on business strategies, developing, aligning and executing accordingly to meet account and territory sales goals

• Identifying, qualifying, and securing business opportunities;• Advise and educate hoteliers in the use of marketing solutions; • Ability to understand and communicate a full solution product set educating the customers in the process;• Advise prospective advertisers on the best way to maximize their ROI;• Manage opportunities from lead to close, including order processing using Salesforce

• Management of private and public clients• Develop, Manage, Maintain relationships with potential and future clients• Dealing with customer enquiries by telephone, email, letter or face to face• Ensuring the company store presents itself to a high standard of customer service• Developing commercial proposals, presentations and marketing activities for clients• Consumers behaviors analysis• Working closely with manager to achieve new targets• Assistance to the brand identity and visual design creation