ALESSANDRA PICCOLO
Barcelona
Summary
Customer Success and Account Management professional with a strong background in the hospitality and travel-tech industry. Experienced in customer retention, revenue optimization, and partner engagement across global markets. Proven track record of preventing and reducing churn, increasing product adoption, and driving revenue growth. Strong leadership skills, with experience in mentoring teams while driving them to success.
Overview
9
9
years of professional experience
Work History
Customer Success Retention
SiteMinder
Barcelona
11.2024 - Current
- Responsible for customer retention strategies, ensuring long-term engagement and reducing churn
- Help customers maximize ROI, addressing key pain points to enhance value perception
- Developed data-driven approaches to optimize account performance and improve renewals
- Collaborated with internal teams to refine retention tactics, achieving strong results and cross-department recognition
Senior Account Executive - Growth Markets
Agoda
Barcelona
01.2023 - 11.2024
- Managed and trained a team of five, providing guidance in handling objections and overcoming product adoption challenges.
- Led win-back initiatives, re-engaging hotels and hotel chains, improving their account performance
- Implemented price optimization strategies to increase hotel revenue and booking rates
- Strengthened Agoda's presence in the European market, enhancing brand perception
Customer Success Manager
Rentals United
Barcelona
03.2021 - 09.2022
- Conducted health score and NPS investigations, improving overall partner engagement and satisfaction
- Designed and executed proactive retention strategies, preventing partner drop-offs
- Managed the entire partner optimization process, ensuring accounts reached their full revenue potential
- Provided mentoring and coaching to a team of five, fostering cross-functional collaboration and strategies for account retention.
Account Executive - EMEA & UK (Project-Based)
Booking.com
Barcelona
09.2022 - 12.2022
- Acquired 320 new hotels in 4 months, exceeding target by 40% (final total: 420 hotels)
- Implemented pricing optimization and improved partner account visibility through strategic initiatives
- Led a team of 5, coaching them in handling objections and resolving adoption roadblocks
Senior Partner Executive
Booking.com
London
01.2017 - 12.2020
- Mentored and trained partner service employees.
- Facilitated team upskilling initiatives to enhance customer experience.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
Front Desk Team Leader
Accor Hotels - Novotel London West
London
09.2015 - 12.2016
- Guest Relations - Team Management - Complaint Resolution - Hotel Representation
Education
Digital Marketing Diploma -
CIM
London, UK01.2022
International Tourism Management -
Francesco De Sanctis
Napoli01.2011
Skills
- Customer Success & Retention Strategies
- Account Growth & Optimization
- Revenue Management & Pricing Strategies
- Win-Back & Upsell Strategies
- Market Analysis & Data-Driven Decision-Making
- Team Leadership & Coaching
- Staff training and development
- Objection Handling & Stakeholder Engagement
Languages
- English, Fluent
- Italian, Fluent
- Spanish, Fluent
Tools
Tableau, Metabase, HubSpot, Salesforce, Zendesk
Timeline
Customer Success Retention
SiteMinder
11.2024 - Current
Senior Account Executive - Growth Markets
Agoda
01.2023 - 11.2024
Account Executive - EMEA & UK (Project-Based)
Booking.com
09.2022 - 12.2022
Customer Success Manager
Rentals United
03.2021 - 09.2022
Senior Partner Executive
Booking.com
01.2017 - 12.2020
Front Desk Team Leader
Accor Hotels - Novotel London West
09.2015 - 12.2016
Digital Marketing Diploma -
CIM
International Tourism Management -
Francesco De Sanctis
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