Experience

• 

  Accenture

  Jan 2004 - Apr 2010

  ● Led the integration team for NTV, a high-speed rail company, in the integration of the Navitaire-NewSkies Rail Ticketing Platform with Oracle Siebel CRM, portraying key interpersonal skills.● Defined the Revenue Management platform to optimize offer vs. demand for NTV.● Assumed full responsibility for the NTV SOA architecture, Web Service and API, DBMS, CACHE systems, and Microsoft.Net products stack (Front-end and Back-end technologies).● Developed and led the customization of Oracle BigMachines and SalesForce CRM for Novartis Pharmaceutical.● Designed and developed GeoPost Intranet algorithms for Poste Italiane SpA.Designed and developed the SEGUIMI project in collaboration with ELSAG Datamat for Poste Italiane SpA.● Designed and developed CreditRiskProject for Banco Monte dei Paschi di Siena and Unicredit Bank, where several credit risk algorithms were embedded in the software and then released to the institutes. Show less ● Served as an external consultant in Wind Telecommunication for the Project CRM Corporate from Jan 2004 to Apr 2006.● Managed software development and IT services design for monitoring and resolving software anomalies affecting customer provisioning processes.● Developed a Wind e-Care portal and integrated it with the Corporate CRM, Product, and Services platform.● Utilized technologies such as C, Java, J2EE, PL/SQL, Unix Bash, Solaris UNIX, CRM Siebel98 Front End-use, and tools like Clarify and Remedy for trouble ticket reporting and management.● Achieved a 20% reduction in software anomalies affecting customer provisioning processes through effective monitoring and resolution activities. Show less

  • Manager

    Mar 2006 - Apr 2010

  • Consultant

    Jan 2004 - Mar 2006
• 

  Travelport

  May 2010 - Feb 2022

  ● Led the Solutions Consultancy and Implementation team as Head Director after a company reorganization, managing a remote team of 18 Solutions Consultants, Sales Engineers, Customer Success Managers, and 4 Solutions Developers.● Designed the transformation of the whole department and processes of Customer Onboarding and Consultancy, as well as the support to sales.● Designed part of the company transformation into Travelport+.● Provided expert consultancy and solution design support to Agencies and Third Parties in the Travel Industry, resulting in a total of €50M in new business wins and retention deals.● Conducted Technical Pre-sales meetings and deep-dived customer technical discoveries and assessments, resulting in a 20% increase in new business wins.● Developed and executed effective implementation strategies and relations with agencies, resulting in a 15% increase in customer satisfaction (NPS) and product delivery during the product definition phase, exhibiting strong analytical skills.● Provided consultancy to the whole European countries, Corporate/Leisure Travel Agencies – Traditional and Online (OTA), dealing with big MNA - Multinational Accounts (e.g., BCD, CWT, AMEX GBT, etc.) and Global OTA. o Resulted in a total of €100M in new business wins and retention deals.● Demonstrated deep knowledge of the Consolidator Agency model and supporting processes, tools, and methodologies, resulting in a 10% increase in efficiency and winning business for customers (agencies).● Exhibited deep knowledge of Fares, Ancillaries, and Rich Content and Branding offers.● Acquired knowledge of virtual payments methods (AIDA Airplus, AMEX vPayment, eNett, etc.) and their API aimed at integrations, resulting in a 10% increase in efficiency and winning business for customers (agencies). Show less ● Provided technical consultancy in Southern Europe and North Africa (SENA) region.● Led a team of 10+ Pre-Sales and Post-Sales solutions and technical consultants.● Collaborated with 5 relevant commercial leaders to ensure necessary resources were allocated to help win new business and retain and grow existing business, showcasing sound interpersonal skills.● Promoted technical consultancy as a value-based activity based on Travel Online and Offline Technologies and Products.● Ensured team targets were met and aligned team goals with the goals for SENA Region.● Managed the team's learning and development and ensured that the team had the necessary skills and qualifications, boosting team productivity by 25%.● Provided hands-on consultancy to ONLINE (OTA) and traditional Travel Agencies.● Spearheaded customer workshops for our APIs and provided recommendations on workflow and other best practices.● Conducted Business workflow analysis and optimization and provided recommendations on bespoke development and other solutions that helped improve customer workflow.● Liaised with 25+ key stakeholders in the region to help drive complex sales as a technical expert in the formulation of bids.● Presented technical solutions and provided pre-sales support where applicable.● Partnered with the Customer Solutions team for any custom development required.● Wrote functional requirements for Customer Solutions based on customer input and project-managed the overall process, including any dependencies such as training or installation.● Demonstrated proficiency in Corporate and Sales Booking tools as well as Mid and BackOffice platforms and requirements, resulting in a 15% increase in efficiency and winning business for customers (agencies).● Showcased deep knowledge at the functional and design level of automation processes on Reservation Quality Assurance, Ticketing, and Fare Optimization. Show less ● Developed and designed multiple custom travel solutions for customers, resulting in a 20% increase in sales revenue for the Italian, Greek, Israeli, and Maltese markets.● Provided direct support to account management and IT sales teams during all phases of the sale process, resulting in a 15% increase in the conversion rate of sales.● Drove the sales process for large opportunities and RFPs for target customers or prospects.● Managed a team of 20 developers to deliver projects on time and within budget.● Led the technical design for the integration of NTV rail carrier in the new POS, Travelport Smartpoint App TM, resulting in a seamless integration experience for customers, exhibiting exemplary analytical skills.● Engineered an Automatic Ticketing Solution with Virtual payment credit cards, resulting in a 30% increase in the efficiency and accuracy of the ticketing process.● Designed and developed several bespoke solutions for Travel Agencies.● Integrated ViaMilano Flights between SEA Airports and Travelport Galileo Desktop.● Collaborated with ParkinGo to build the first Parking application fully integrated into a GDS.● Integrated ViaMilano Parking, resulting in a 40% increase in parking bookings through the platform.● Delivered several bespoke and tailored solutions for big TMC and Implanted agencies, resulting in a 30% increase in customer satisfaction and retention. 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  • Head Director of Solution Consultancy Europe

    Jun 2019 - Feb 2022

  • Director of Solutions Consultancy for Southern Europe and North Africa (SENA)

    Mar 2017 - Jun 2019

  • Senior Solutions Manager for Southern Europe and North Africa (SENA)

    Jan 2016 - Feb 2017

  • Senior Solutions Manager for Western Europe

    Jan 2015 - Dec 2015

  • Solutions Manager EMEA

    May 2010 - Dec 2014
• 

  Paack

  Feb 2022 - Sept 2024

  ● Lead and manage a team of 25 professionals in the Professional Services and Customer Solutions department.● Assume additional responsibility for a team of 3 Application Support and Site Reliability professionals responsible for monitoring automated services, applications, and customer integrations in Europe.● Transforming and Overseeing successful customer journeys with Paack, ensuring a positive customer experience, displaying excellent interpersonal skills.● Added 3 new team members to the existing 25, resulting in a total team size of 28 professionals.● Improved team productivity and efficiency by 25% through effective leadership and management strategies. Show less ● Led the Consultancy and Customer Solutions department at Paack as the chief of Professional Services, showcasing outstanding leadership skills.● Designed, Transformed and implemented the entire consultancy practice in Paack.● Created a team of 25 professionals, including Pre-Sales Engineers, Solution Consultants, and Solution Engineers, to provide Pre-Sales Engineering and support to Business Development.● Conducted Customer Solution consultancy and onboarding implementation activities and offered support to Bespoke Development and Custom/Tailored solutions.● Designed and implemented CRM processes and maintained constant interaction and feedback with Product, Technical Documentation, Application Support, and Customer Service teams.● Provided product and technology training to Salesforce, reported to CEO and GMs, and held Business Review Meetings with 10+ Co-founders and Investors.● Organized 20+ Key Accounts and Prime Engagement customer meetings.● Reduced backlog of 110 pending onboarding projects to 32 within the first 6 months in the company, resulting in a potential revenue of €380M. Show less

  • Vice President of Professional Services, Customer Success and Solutions

    Feb 2023 - Sept 2024

  • Vice President of Consultancy and Customer Solutions, Europe

    Feb 2022 - Feb 2023
• 

  Lectra

  Sept 2024 - now

  Vice president professional services - customer success emea kubix link

  As the VP of Customer Success for Kubix Link, Lectra’s PLM and digital collaboration platform for the fashion industry, I lead Customer Success and Delivery operations across the EMEA region, supporting over 150 enterprise clients and more than 350 fashion brands. I manage a team of more than 100 professionals, including Project Managers, Solution Consultants, Technical Experts, Developers, Customer Success Managers, and L1 & L2 Support Analysts, ensuring the successful implementation, support, and continuous evolution of Kubix Link within complex, multi-country enterprise environments. My focus is to maximise customer value, ensure delivery excellence, and drive strategic product adoption at every stage of the customer journey—from presales to go-live, and beyond. Key Responsibilities ● Led a large, multicultural team distributed across EMEA, organised into cross-functional teams for scalable and accountable project execution. ● Oversee the entire customer lifecycle, from onboarding and implementation to long-term success, including governance, issue resolution, and strategic alignment. ● Define and deploy standardised methodologies to ensure consistent delivery and quality across all regions. ● Supervise L1 and L2 customer support operations, ensuring rapid, high-quality responses to critical issues, in alignment with SLAs. ● I personally intervene in strategic projects and critical escalations, coordinating with internal stakeholders in Support, R&D, Product, and Sales. ● Optimise capacity, performance, and resource planning, with a strong focus on team upskilling, efficiency, and reducing key-person dependency. Show less