Yanina Spataro Email & Phone Number

Sweden

Malmö, Skåne County, Sweden

• Project managing the development of new IT tools used to assess medical facilities’ gaps within equipment deficit, risk of caregivers physical strain, patients injuries, and workflows.
• In charge of Arjo’s Insight Assessment platform in Salesforce, from UI and algorithm design to implementation and continuous improvement. This platform is Arjo #1 strategic tool that promotes Arjo MOVE outcome-based.
• Communicating and facilitating meetings from HQ with multiple stakeholders internally (Clinical team, Sales, Marketing, IT, Academy, etc) and externally (DevOps, Development team, Software architects, etc)
• Driving markets’ adoption and expansion – from 2 pilot countries to 20 in one year (2022-2023)
• Running technical training courses globally - both online and onsite.
• Creating scalable Support and improvement processes

Lund, Skane County, Sweden

• Planning, coordinating, and executing Customer Success Projects that improves Customer Experience and retention.
• Building up a new CSM (At Scale) team and enabling them with all necessary assets, processes and tools needed to help customers succeed with Qlik products.
• Project Managed the implementation of a new Customer Success tool called Totango. Creating SaaS KPIs to measure Customer Success during their life-cycle and designing health score cards in the tool.
• Creating and improving PIMO (Plan, Implement, Monitor and Optimize) processes for the Customer Success teams.
• Participating in the migration from Salesforce to Lightning as stakeholder representing Customer Success teams in the iCRM project own by R&D: Discovery and development phase, as well as UAT
• Driving change from reactive Support to proactive Customer Success management.

Lund, Sweden

• RCA & SaaS Subject Matter Expert in the Support Organization: Main point of contact for SaaS Customer Support escalations and issues with no known solution.
• Global cross-functional collaboration with IT, R&D, Sales Operations, Renewals and Data team to help the company transition from perpetual licensing to SaaS.
• Trend identification and Data Analysis of customer requests/feedback in search for Customer Experience improvement opportunities.
• Process improvement & proactive initiatives to deflect support cases, better CSAT, help product´s adoption and increase renewals.

Lund, Skane County, Sweden

• Handling incoming Support cases and escalations as per SLA agreements
• Knowledge-Centered Service (KCS): creating articles for problem solving and process documentation
• Mentoring new team members and providing enablement sessions
• UAT software migrations/upgrades participation to minimize negative customer impact

Lund, Sweden

• Front-line operator, placing Sales Orders in SAP, as well as receiving Sales/Logistics inquiries from Customers and Market companies.
• Severity analysis of production down scenarios: Organizing SOS Supply Chain solutions and logistics to minimize the Customer/Market company's cost's impact.
• Second-line operator in placing Purchase Orders and follow up the suppliers delivery's timeline.
• Invoice processing and post-sales customer's relationship health checks.
• Quality Management System maintenance and housekeeping of pending orders.

Sweden, Denmark, Switzerland And Monaco

• Travel arrangements, agenda's management, and minutes of meetings
• Corporate event's organization & Marketing
• Relocation to Switzerland and set up of the new office
• Suppliers negotiation

The Netherlands

• In charge of projects’ delivery during the building of Super-Yacht, assuring the best Customer Experience on board after ship's completion, within budget and time-line as per agreement with the Clients. My duties.
• Client's representation/on site at the shipyard and reporting on progress to the management company
• Lay Outs, Specification and Risk Analysis from a functional perspective.
• Planning the operational model, storage & sea-fastening on board to maximize functional areas and Interior crew processes
• Organizing meetings & marketing events to promote the boat's launch after completion and engage possible charter clients (press conferences, launch party, photo shooting, etc)

Worldwide

• Responsible for a 7* Customer Experience provided on board luxury Super-Yachts.
• Team Leader for Interior crew members (Stewardesses, masseuse, chefs) and their performance on daily operations.
• Project Managed Interior refits at the shipyards, representing the client on site.
• Event organizer onboard and ashore, coordinating the crew + subscontractors (50 - 400+ invitees)

Kent, England

Ba In Media And Comunications Studies

English As A Second Language

Business Administration And Management

Create Visualizations With Qlik Sense (Bi Tool)

Certified, Itil Foundation Certificate In Service Management

Prince2 Foundation & Practitioner