Experience

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  Marino marín lawyer´s offices - internship

  Jan 2014 - Jul 2014

  Lawyer

  Attendance at trials and design of legal documents such as appeals and claims

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  Amazon

  Mar 2016 - Jan 2019

  .Working as an Advisor and Trainer in Egypt for Amazon Partner new hire classes, and internal classes in Ireland:■ Teaching and training new hires how to effectively perform their role and how to use the corresponding tools.■ Supervising the trainees’ work and coaching them when needed.■ Analysing the performance metrics both individually and as a team. Working closely with team members to implement performance plans and improve overall results.■ Delivering feedback to management about the Associates' performance during the training and mentoring production periods.■ Reporting to higher management any technical issues and glitches experienced with tools and work processes between Amazon partner and captive. (i.e. internal employees)• Senior Inbound Logistics investigator (FBA) dealing with Operations teams and Credit department at a European level.• Working on Amazon Connections project in order to improve business workflows and environment.• Part of Certified by Associates Program to improve new product and feature launches.• Builds platform and business knowledge to better serve sellers.• Analysing data for coaching, sales and business purposes.• Delivering meetings regarding new launches inside my team.• Demonstrates excellent time-management skills and the ability to work independently knowledge while using departmental resources, policies and procedures. Mostrar menos Acting as the primary interface between Amazon and Amazon’s business partners; responsible to provide timely and accurate operational support to Merchants on the Amazon platform; address chronic system issues, providing process improvements, develop internal documentation, and contributing for a better team environment, all while adhering to service level agreements.Main Responsibilities:• Build Platform and business knowledge to improve business partner's experience• Actively seek solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions.• Maintain excellent performance metrics such as quality, productivity, first contact resolution…• Contribute to a positive team environment and proactively aids team members with difficult contacts as needed.• Demonstrate excellent time-management skills and the ability to work independently knowledge while using departmental resources, policies and procedures.• Maintain a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues.• Demonstrate effective, clear and professional written and oral communication.VAT training, EU VAT department, investigating and verifying VAT registration of the business partner, connecting different departments, applying refunds to the sellers and managing EU invoices KYC > Know your seller, helping seller to go trough verification process in order to ensure compliance with Amazon Policies and EU laws Mostrar menos

  • Senior Account Manager- Amazon Logitics / FBA. Certified Specialty Mentor.

    Jan 2016 - Jan 2019

  • Technical Account Manager

    Mar 2016 - Jan 2016
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  Clickdimensions

  Jun 2020 - now

  Keeping Senior Customer Success Manager Responsibilities plus working as Partner Channel Manager, working together with our Partner to grow mutual business trough Dynamics365 Build and maintain strong, trust-based relationships with current partners. Understand their goals, pain points, and strategic objectives.Collaborate closely with partners to identify potential areas for new business ventures, cross-selling, or co-development projects.Work alongside internal teams and partner organizations to develop comprehensive strategies for partnership expansion. Set clear objectives, performance metrics, and timelines for the implementation of new collaborative efforts. Identify, propose, and execute joint projects, products, or services that enable cross-selling and mutual business growth. This may involve co-marketing campaigns Mostrar menos • Reporting direct to Vice President Customer Success• Reporting to Chief Customer Success from North America• Coach and train new hires and make sure achieve targets• Help VP to analyse team’s metrics and create plan action to achieve target• Collaborate with cross-functional teams to ensure visibility and alignment• Oversee escalations for assigned account.• Work with Product to prioritize customer features and requests• Develop a trust based, long term strategic relationships with client leaders• Create strategic relationships with key customer stakeholders (e.g., Line-of-Business leaders, District Managers, Regional VPs, CTOs and CEOs)Churnzero, PowerBI, Dynamics365 , CRM Mostrar menos Customer Success ManagerResponsible for helping define the content and processes for Customer Success now and through future growth.-Partner with an Onboarding Specialist to ensure a smooth handoff of the client through the initial setup of the product.-I manage a portfolio of 166 customers with 2M revenue. I am focusing on South EMEA and UK. Actively manage a book of customers efficiently, remaining organized and prioritizing customer escalations appropriately.-Expansion and crossell in order to keep and grown-up my revenue. Communicate with account management throughout the customer lifecycle to identify areas of cross-sell and upsell and with the objective of minimizing customer churn.-Success Planning with the goal of understanding their goals and helping them successfully align the product with their goals.-Serve as a trusted advisor to our clients, deliver Demo of product ( related to Dynamics 363 ) such : Web tracking, Web Content, Campaign Automations, Social Marketing, Lead Scoring.-Proactively monitor client accounts based on their defined success plans and provide guidance/advice based on marketing best-practices as needed.-Prepare and conduct regular success checkpoints and QBRs (quarterly business reviews) with key client contacts to ensure adoption of and success, provide recommendations for improvement, as well as continued re-alignment of customer goals.-Responsible for identifying at-risk accounts and implementing effective response actions to ensure customer success, satisfaction, and retention with the company. Mostrar menos

  • EMEA Senior Success Manager. Revenue Organization

    May 2023 - now

  • Senior Customer Success Manager

    Jan 2022 - May 2023

  • Customer Success Manager- South EMEA & UK Territory / Digital Marketing Certified

    May 2019 - Jan 2022

  • Customer Success Manager- (BDR ) Pilot Project

    Jun 2020 - Jan 2021