Flavio Russell

Experience

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  AlmavivA S.p.A. GruppoCos

  Feb 2003 - Mar 2006

  Gestione Operativa
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  Nergal

  Mar 2006 - Jan 2012

  Senior Software Developer
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  SynApps Solutions Ltd

  Jan 2012 - Jan 2015

  Senior Consultant
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  Adobe

  Jan 2015 - Dec 2021

  Senior Consultant
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  Sitecore

  Jan 2022 - now

  Senior Customer Success Manager

  The role involve to act as the primary customer point of contact for a portfolio of Enterprise customers in the EMEA region.Tasks and Objectives:- Cultivate strong relationships with Sitecore's top EMEA customer accounts, ensuring their success and long-term partnership.- Implement upsell and cross-sell strategies by assisting clients in expanding their usage and increasing awareness of Sitecore's comprehensive solutions portfolio.- Spearhead adoption of the Sitecore Digital Experience Platform through tailored frameworks and collaboration with Professional Services.- Prioritize retention efforts, proactively mitigating risks and reducing churn. Provide regular status updates on outstanding issues, manage customer expectations, and ensure client satisfaction while maintaining realistic expectations. Coordinate closely with customer support to ensure prompt resolution of quality issues, promptly addressing and escalating critical concerns.- Facilitate regular meetings with key stakeholders and conduct Business Reviews. Develop Success Plans with clear, measurable KPIs and objectives.- Collaborate closely with customers' partners and internal team members (Technical and marketing consulting, Sales Executives, Product Engineering, Customer Support) to align mutual objectives and support client satisfaction.- Manage Net Promoter Score campaigns from inception to completion, ensuring effective feedback collection and analysis.- Systematically mentor and onboard each new Customer Success Manager in the Sitecore EMEA region, ensuring a seamless transition and consistent qualitative delivery.Results: - Total ARR of customer increased by 17,5% during last fiscal year- Achieved 94% retention rate in last fiscal year- Created qualified, high conversion leads for over 2M $- Successfully handled escalations turning customer from risk toadvocates Show less