Expertise (27)
Skills
Francesca in a few words
Hi! I'm a Customer Success professional with a strong background in customer onboarding, project management and strategy planning.
I've dedicated my career to developing and scaling SaaS startups with focus on all the post-sales activities that focus on revenue expansion, retention, churn reduction/prevention, and customer experience as a whole.
- I can help you come up with a strategy for your post-sales activities, fully project managing all activities and identifying key collaborators in other departments to ensure all-round success.
- I can quickly turn your onboarding program into an orchestrated set of activities that is more time-effective for your team and way more of a positive for your customers, by anticipating friction and establishing a strong hand-off process from sales to post-sales teams.
- Having an extensive experience in recruiting, I can take care of the hiring and the training of your new managers, helping you build an extremely efficient (and happy) team that not only has the right set of skills to handle top-notch interactions, but is also fully qualified and knowledgeable on the Customer Success philosophy (Customer Journey and Customer Flow, QBR/EBR, Orchestrated Onboarding, and much more).
- I can definitely help re-define the department structure by identifying tomorrow's leaders and coach them until they reach their full potential, by simultaneously building a seniority program and establish quarterly employee reviews, with the intent of building expertise, motivating newbies & junior reps, and increase employee engagement.
- I own a considerable knowledge of the SaaS industry and, therefore, I am highly confident using all the major CRM systems, ticketing and project management tools such as HubSpot, Intercom, Salesforce, Zendesk Asana, Jira, Pipedrive - and with the whole Microsoft Ecosystem.
I've dedicated my career to developing and scaling SaaS startups with focus on all the post-sales activities that focus on revenue expansion, retention, churn reduction/prevention, and customer experience as a whole.
- I can help you come up with a strategy for your post-sales activities, fully project managing all activities and identifying key collaborators in other departments to ensure all-round success.
- I can quickly turn your onboarding program into an orchestrated set of activities that is more time-effective for your team and way more of a positive for your customers, by anticipating friction and establishing a strong hand-off process from sales to post-sales teams.
- Having an extensive experience in recruiting, I can take care of the hiring and the training of your new managers, helping you build an extremely efficient (and happy) team that not only has the right set of skills to handle top-notch interactions, but is also fully qualified and knowledgeable on the Customer Success philosophy (Customer Journey and Customer Flow, QBR/EBR, Orchestrated Onboarding, and much more).
- I can definitely help re-define the department structure by identifying tomorrow's leaders and coach them until they reach their full potential, by simultaneously building a seniority program and establish quarterly employee reviews, with the intent of building expertise, motivating newbies & junior reps, and increase employee engagement.
- I own a considerable knowledge of the SaaS industry and, therefore, I am highly confident using all the major CRM systems, ticketing and project management tools such as HubSpot, Intercom, Salesforce, Zendesk Asana, Jira, Pipedrive - and with the whole Microsoft Ecosystem.
Experience
- GoogleCEOSOFTWARE PUBLISHING
Menlo Park, CA, USA
September 1998 - Today (25 years and 2 months)If I had to sum up my life up to this point, I'd say it's been one heck of a ride...
Do you really want to delete this item?
Do you really want to delete this item?
2 recommendations
RF
PR
Rafael Figueroa and 1 other person have recommended Francesca
4/18/2023
Francesca trained our Customer Success team at Overloop earlier this year. She provided them with best practices and the necessary knowledge for them to implement initiatives in early stages of the customer journey resulting in a better onboarding experience and better retention rates.
4/18/2023
Francesca is a wonderful person to work with. Her very solid and international experiences in Customer Success, from strategy to operational processes, give her a clear vision of the steps required for your team to achieve its goals.
She is an incredibly fast learner, meetings with her are dynamic, efficient. Most of all she is a person who puts people before business.
She understands strategy and how to engage teams towards that vision, based on the team and it's individual members' motivation. This is a crucial skill that team leaders sometimes put a lot of thought and effort into, and comes naturally to Francesca.
She is an incredibly fast learner, meetings with her are dynamic, efficient. Most of all she is a person who puts people before business.
She understands strategy and how to engage teams towards that vision, based on the team and it's individual members' motivation. This is a crucial skill that team leaders sometimes put a lot of thought and effort into, and comes naturally to Francesca.
Do you really want to delete this item?
Education