Marco Baracchi

Experience

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  Rational Group

  Jan 2013 - Jan 2014

  Language Specialist

  - Main responsibilities: providing high standard of customer service in terms of productivity every quarter - Serving the PokerStars community and resolving a wide range of queries such as transactions (deposits and cash-outs), refunds, log-in/out issues and account issues. - Contributing to the team success translating communications from Italian to English and viceversa to better support the Chat department and reduce miscommunication with our customers. - Point of contact supporting my colleagues by answering questions and anticipating their operational needs. Meno dettagli

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  Airbnb

  Jan 2014 - Jan 2020

  - 3 years as Account Manager & Customer Success Manager focusing on a specific book of business of 100+ accounts of professional hosts with the goal to increase revenue- Highly focused on the sales cycle, working on retention and implementing adoption strategies to impact the accounts health. - Worked on the acquisition phase of new partners to increment the new supply pipeline with the goal to accelerate the market growth. - Focused also on the API integration, account optimization and revenue growth achieving important results while adopting B2B and B2C approaches. - Constant analysis of reports and dashboards through Salesforce in order to monitor all the sales opportunities. - Acting as coach and mentor for new hires in the team to speed up their on-boarding path. Meno dettagli - Market Coordinator tackling and increasing the conversion rate of existing leads in successful and profitable accounts. - Achieved high performances on quarterly basis. Awarded as top performing agent in September 2015 and brand ambassador in November 2016 to support the launch of the "Airbnb Experience" feature.- Implemented new strategies to create scalable processes, based on account management playbooks, to be delivered to third party company's partners. - Acting point of contact for all product updates, pilots, feature experiments on the platform with the goal to keep informed the team and become a subject matter expert. Meno dettagli

  • Account Manager / Customer Success - Italy and South East Europe @Airbnb

    Jan 2017 - Jan 2020

  • Market Coordinator

    Jan 2015 - Jan 2016

  • Senior Customer Success Specialist

    Jan 2014 - Jan 2015
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  Dolce Italy S.r.l.

  Jan 2020 - Jan 2021

  Manager

  - Organizing online streaming events with highly educated physicians.- Main goal: supporting foundations to spread medical knowledge for people affected by oncology diseases, improving their quality of life, planning dedicated travels and outdoor activities. - Long term vision: implementing a new health tourism increasing the psychophysical well-being of the patients, families and caregivers. - Strong cooperation with the accountant and the board of directors to keep a sustainable financial cash flow and setting the right budget to invest in new projects. - As a small company I covered also the role of supervisor for virtual events while providing support to solve technical issues. Meno dettagli

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  Engel & Völkers Amalfi Capri & Cilento

  Feb 2020 - Feb 2021

  Real Estate Advisor

  - Independent Consultant focusing on high value properties between 500.000€ and 1.000.000€+ along the Cilento coast. - Main responsibilities included planning and organizing market visits, assessing and evaluating high value properties, build and nurture relationship with property owners while negotiating to sell the property at a fair market value.

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  CasaMatìS26

  Jan 2021 - now

  Business Owner

  CasaMatìS26 is a private short term rental business accommodation born with the desire to welcome guests from all around the world and help them to discover the beautiful Agropoli town and other hidden gems along the Cilento Coast an area recognised as Unesco World Heritage Site. For availaibility and info please check the following link:https://www.airbnb.com/rooms/51297650

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  LinkedIn

  Jan 2021 - Jan 2022

  Customer Success Manager

  - Helping companies as consultant in the digital selling ecosystem defining a successful plan based on objectives, key metrics and program implementations. - Partnering with relationship manager to drive organizational and transformation change within the company org. - Aligning LinkedIn Sales Solutions to customer's business needs with the goal to impact renewal and unlock further business growth. - Reviewing the territory plan on monthly basis to establish a prioritization matrix and plan accordingly actions and resources for each account. Meno dettagli

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  Remote

  Jan 2023 - now

  Customer Success Manager

  - Manage the end-to-end HR customer journey, from onboarding to long-term relationship management.- Monitor customer account health to prevent churn and handle escalations.- Educate and train customers on key HR processes and product features.- Conduct upsell campaigns, promote products, and introduce new features.- Address customer complaints and gather feedback for cross-functional teams.- Trusted partner for customer use-case and product functionality.- Collaborate with the sales team to set clear customer expectations. Meno dettagli