Marta Cassano

Experience

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  ITALIAN MODA DESIGN S.R.L.

  Jan 2008 - Jan 2009

  Fashion Designer

  • Supporting the Senior Fashion Designer along the whole production cycle • Studying fashion trend books, current and previous brand collections• Collecting samples of fabrics and accessories from the suppliers• Designing fashion sketches with Kaledo software • Creating online fashion sheets for every production item/line• Having weekly meetings with pattern makers and sewing employees • Checking prototypes • Verifying the collection before mass production • Being responsible for the Showroom exhibition Show less

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  CUTTING Edge

  Jan 2011 - Dec 2012

  JUNIOR PATTERN CUTTER- CUTTING EDGE S.R.L

  • Using Diamino software for pattern cutting• Working with Production department to check the production statuses • Checking availability and stock levels of materials • Being aligned with the internal cutting/sewing departments in charge for the mass production • Supporting main Pattern maker by creating basic patterns with Modaris software

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  TATA ITALIA SPA

  Dec 2012 - Aug 2014

  Import/Export Order Coordinator

  Responsible for handling purchase orders, sales orders, and other documents related to the import and export of goods🔸 Managed an average of 40 import and export orders per month, ensuring timely delivery and adherence to customer specifications🔸 Communicated with suppliers and customers to confirm order details and resolve issues🔸 Maintain accurate records of all import and export orders and related documentation to ensure compliance with management requirements🔸 Coordinated with freight forwarders and monitored order progress to achieve a 97% on-time delivery rate🔸 Reduced order processing time by 30% by implementing streamlined procedures for order changes and discrepancy resolution🔸 Regularly communicate with suppliers and customers to confirm order details and resolve issues to maintain excellent customer satisfaction Show less

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  Ministero della Pubblica Istruzione

  Sept 2014 - Aug 2018

  High school Teacher in Textile Technologies

  Professional educator responsible for planning, organizing, and delivering instructional material to students🔸 Professional educator responsible for planning, organizing, and delivering instructional material to students🔸 Plan and execute instructional plans tailored to individual student needs and learning objectives🔸 Coordinate and manage projects with long-term timelines, providing guidance and feedback to ensure successful completion🔸 Consistently foster a positive and collaborative learning environment, leveraging effective communication and interpersonal skills to build strong relationships with students and colleagues alike Show less

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  SAP

  Sept 2018 - Mar 2022

  Responsible for customer incidents, assessing the severity of the incident, coordinating the response of different teams, communicating with stakeholders, and ensuring that the incident is resolved🔸 Coordinate incident ownership and communication to effectively manage an average of 70 High Urgency events per month🔸 Conduct demo sessions to educate customers on the effective use of products and services🔸 Project manage the planning and execution of 5 projects designed to enhance incident management handling🔸 Organize and coordinate weekly meetings and stand-ups across different time zones to facilitate collaboration and communication with a global team of about 20 people🔸 Leverage system data to perform recurrent performance analysis, monitoring trend performance to identify areas for improvement 🔸 Communicate with customers regularly through Salesforce to ensure their satisfaction and identify areas for improvement🔸 Prioritize the best possible customer experience while keeping positive relationships with internal teams Show less Listen to customers' concerns, understand their needs, and provide timely and effective solutions 🔸 Responsible for providing technical support to customers who were experiencing issues with SAP software🔸 Actively listen to customer concerns, understanding their needs, and providing timely and effective solutions, to prioritize a great customer experience🔸 Regularly meet and often exceed expectations for productivity, SLA, and CSAT scores to ensure customer satisfaction🔸 Demonstrate solid customer service skills by actively listening to customer concerns, understanding, and providing timely and effective solutions🔸 Successfully solve customer issues while educating them on software/product experience and gathering feedback to improve customer satisfaction🔸 Recognized with KCS(Knowledge-Centered Service) award for having identified recurring issues and documented them in KB articles which have decreased incoming volumes for those problems by 60% Show less

  • Technical Support Engineer & Incident Lead

    Dec 2020 - Mar 2022

  • Technical Support Engineer

    Sept 2019 - Nov 2020

  • Travel & Expense Support Representative – English and Italian

    Sept 2018 - Aug 2019
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  Twilio

  Apr 2022 - Jul 2023

  Escalation Engineer

  Responsible for managing and coordinating escalation/incident response to unplanned events, or disruptions that may impact customers' operations, services, or products🔸 Communicate complex information in a clear and concise manner, ensuring understanding even in a fast-paced environment🔸 Reduce Regional Escalation Resolution time by 70%YOY by revamping the schedule according to engineers’ location and by forging strategic partnerships with the Fraud and Consumer Trust Teams🔸 Act as the voice of the customer with Engineering teams suggesting prioritization of feature requests and bugs resolution🔸 Reduce onboarding time for new hires by 50% by project managing initiatives such as streamlining onboarding documentation and training assignments🔸 Acted as main regional escalation manager for 100% of SEV.0 and SEV. 1 incidents for approx. 6 months🔸 Lead the implementation of new data management procedures to ensure a reliable and accurate system of reporting, resulting in more informed decision-making and improved organizational performance🔸 Collect and analyze customer feedback from the sales team to better understand areas of improvement in order to mitigate customer churn🔸 Project manage the adoption of best practices with cross-functional and cross-regional teams ensuring consistency and standardization across the whole global team🔸 Champion the adoption of new practices and tag lines to track results, resulting in enhanced accountability and transparency Show less

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  Product Fruits

  Jul 2023 - Feb 2025

  Customer Success Manager | Account Executive | Training Expert

  In charge of onboarding, implementation, and customer sales. Advocate for customers.🔸Client Onboarding: Successfully led the end-to-end onboarding for new clients, tailoring solutions to meet their unique needs and ensuring a seamless transition from free trial to paid subscription. 🔸Live Product Training: Led engaging webinar sessions and daily customer demos, driving feature adoption and enhancing customer understanding of the product’s functionalities. Guide clients through the onboarding process, understanding their unique needs and helping them design and implement customized solutions. Developed and delivered product training sessions for over 100 clients, utilizing various platforms to enhance learning outcomes and drive product adoption.🔸Customer Advocacy & Relationship Management: Acted as a dedicated customer advocate, maintaining strong relationships with existing clients and ensuring high levels of satisfaction. Proactively identified and resolved issues, contributing to a reduction in churn rates and increase in customer retention.🔸Sales & Revenue Growth: Reaching out to customers via phone, whatsapp, email and linkedin. Implemented proactive strategies to mitigate churn. Develop and execute targeted outbound sales strategies to engage prospects and generate new business opportunities. Being responsible for the entire sales cycle from prospecting, independently demoing the product, progressing pipeline through the sales cycle and closing. Understanding a prospect’s needs. Carrying a monthly target.🔸Cross-functional Collaboration: Worked with the Marketing team to develop onboarding and sales support materials that streamlined the customer journey and supported the sales process, contributing to overall business growth. Collaborate with the Product Team to highlight the pain and gains of the UI and overall usability experience of the platform. Show less

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  Similarweb

  Mar 2025 - now

  Customer Success Manager

  As a Customer Success Manager at Similarweb, I manage a dynamic portfolio of ~40 SMB clients across Italy, the UK, and broader Europe, representing approximately $1M in total ARR. My role blends strategic partnership with operational excellence throughout the full customer journey: from onboarding to renewal and growth.💼 Key Responsibilities:- Lead comprehensive onboarding, training, and education sessions tailored to each client’s goals and market context.- Drive ongoing value through consultative QBRs, product adoption strategies, and data-driven performance reviews.- Own the entire post-sale lifecycle, ensuring seamless retention and identifying growth opportunities via renewals and upsells.- Collaborate closely with cross-functional teams to advocate for client needs and deliver customized solutions.- Manage both Italian-speaking and English-speaking accounts across diverse industries with cultural fluency and clear communication.🌱 Why it matters:- I approach every customer relationship with curiosity and a growth mindset — always learning, iterating, and refining.- I actively seek feedback and see it as a tool for leveling up my performance.- I take pride in being a proactive, creative problem-solver who goes beyond the job description to deliver real impact.- Working in a globally distributed and collaborative environment is where I thrive most : team wins are my wins Show less