Customer-focused professional with more than 8 years of experience across Latin America, Spain, and the UK markets, managing multiple accounts and increasing sales and revenue. Strong understanding of nurturing relationships and improving communications through the delivery of high-quality services. Languages: Spanish Native, English proficient, Portuguese beginner.
Work history
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Customer Success ManagerTalent Clouds
London, United KingdomFull Time
Join the company in an Inside Sales role. After 6 months, I was promoted to the Customer Success Manager position after increasing 30% revenue on active customers for 2021. As a manager, I deal with onboarding tasks, retention, upsell and upgrade campaigns, and minimising churn, being able to activate 20% of dormant contacts from a client base of 1000 users. My day-to-day responsibilities were:
- Building a strong relationship through monthly meetings with the top 20 accounts that generate more revenue for the company, increasing the customer satisfaction score registered in our net promoter score survey empowered by HubSpot CRM. The overall score was from -14 points in January to +8 points in early June.
- Onboarding customers using HubSpot as a SaaS company. Supporting customers post-sale driving quick adoption, deployment and onboarding of Talent Clouds products.
- Supporting businesses to generate revenue by driving commercial opportunities through upselling campaigns. Compiling data for monthly reports, client reviews,, and contract renewals.
- Creating videos, writing how-to guides, and contributing to our customer knowledge base that empowers users to troubleshoot common issues with ease.
- Supervising a Customer Success Executive in her daily task of being the first point of contact for our customers, and resolving queries via email and Live chat.
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Internal communication officerQisetna
- London, United KingdomPart Time
Part of a team of 20 volunteers where my task was to create and run a monthly newsletter using Mailchimp as a marketing email tool to analyse the performance of the communications. Also, keep the team engaged and provide feedback through the Slack channels.
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Skills
- Microsoft Office
- Adobe Create Suite
- Wordpress
- Google Adwords
- Google Analytics
- CRM Accounts
- CRM Campaigns
- Marketing Campaigns
- Marketing Branding
- Marketing Collateral
Education
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CPDInstitute of Sales Professionals
- London, United Kingdom
Participated in webinars such as:
“Communicating for a Purpose: Your Keys to Negotiation" David B Morse
"Buyer Behaviour - What are the key drivers in the decision-making process" Tim Bardgett
"Powerful Online Communications" Mike Kelly
"How to keep selling 'Customer focused' and 'Human'" Justin Leigh
"Client Experience Management: The low cost, high impact differentiator" Gary Williams
Personal achievement in continuous professional development (CPD) in sales through your APS/ISP membership. During the last year, you have accrued over 24 CPD points and we are pleased to award you ISP CPD Sales Professional status for 2021-2022.
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Certificate in Digital MarketingUdima- CEF
- Madrid, Spain
Companies are migrating to new technological models where digital marketing is a key part of growth and user loyalty strategies.
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