Team Lead - Customer Success Manager
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Polyglot with 5+ years of experience in Tech-industry and with Enterprise Customers. Originally from Italy, my residence in Spain, France, London has fostered ease in working with people from diverse backgrounds.
I am currently working as a full-time Team Lead for Concentrix in Spain. My duties include the management of a portfolio of clients, specializing in consulting for Google Cloud Platform and Google Workspace, as well as managing a team of 72 TSEs. My Team is composed of Customer Success Managers, Product Specialist, Collection Analysts and Payment Engineers that assist on a daily basis and globally, customers in GCP and GWS products.
As a lead and project manager, I handle consistent interactions with customers (C-level included) to maintain a healthy cloud environment and ensure their satisfaction. Furthermore, my duties include managing training, onboarding of new sites and reaching all KPIs set by our provider (Google).
Previously, during my tenure at Webhelp in Barcelona, I developed a comprehensive skill set in collections, financial analysis, using products like Coupa, SAP Invoicing/Ariba and Looker.
As a Collection and Payment Engineer, I managed invoices, analyzed overdue payments, and facilitated onboarding and offboarding processes for Google Cloud Platform (GCP) customers. Between these various tasks, I also handled systems and troubleshooting related payments between banking systems (including risk and fraudulent analysis).
Later, as an Escalation Manager and SME, I provided expert guidance on GCP and GWS products, managed billing escalations for enterprise clients (Including Fortune 500), and ensured seamless contract implementations.
My ability to navigate complex billing issues, consult with cross-functional teams, and interact with enterprise clients has refined my expertise in collections and payments while enhancing my technical and analytical skills.
I hold a Bachelor’s in Accountability and a Master’s in Business administration and Finance.
In addition, I developed technical/cloud knowledge thanks to various bootcamps and courses
