Experience

• 

  La ventana natural

  Jul 2017 - Sept 2017

  Dependiente de tienda
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  Froged

  Jan 2020 - Jan 2022

  I am passionate about Customer Success, I was in charge of:• Accompanying the Onboarding process• Standardization of processes (documentation creation, mapping use cases to enhance the use of our tool...)• Managing and maintaining long term relationships with our customers to help them succeed• Collect customer feedback and cooperate with the product team• Manage/align customer expectations• Develop strategies with tech-touch approach•Renewal Management•NPS Management Show less •Conducting competitor analysis•Initiating discovery calls to assess potential compatibility with FROGED•Performing product demos•Coordinating webinars focused on value propositions (you have some in Youtube)•Engaging in negotiation and account closures•Developing the customer journey strategy for both potential and existing customers.•Work with key accounts to deliver product solutions, develop new business and ensure satisfaction.•Acquiring in-depth knowledge to identify and develop new opportunities for FROGED•Close relotionship with Customer Success Manager to provide all value information•Keep the tracking of all the potencial account in Hubspot Show less

  • Customer Success Manager

    May 2021 - Jan 2022

  • Account Manager (CS Consultant)

    Jan 2020 - May 2021

  • Sales Intern

    Jan 2020 - Jun 2020
• 

  Ikea españa

  Jun 2020 - Nov 2020

  Recovery
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  Genially

  Jan 2022 - Apr 2025

  Customer experience specialist (cx)

  As a member of the CX team at Genially, I have contributed to various projects, including:• Identification, definition, and analysis of key User Personas for the company.• Creation of High Touch customer journeys to identify areas for improvement.• Support for key projects with the Accounts team (CS mindset).• Design and management of research projects (AI analysis, improvements to downloadable documents, student seating, usage across different devices, interactive questions, etc.).• Contribution to key initiatives in the education sector (back-to-school campaigns, identifying new use cases for templates, etc.).• Preparation, analysis, and communication of insights from various research projects.• Creation, centralization, and management of relevant user and client documentation at Genially.• Mapping and managing customer and user satisfaction projects (CSAT, CES, NPS) and analyzing churn patterns.• Centralization of customer and user requests.• Maintaining support metrics (Kustomer. io) and building report for CS Show less