Sara Peric
Barcelona
Summary
Dedicated Customer Success Leader with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
10
10
years of professional experience
Work History
Senior Customer Success Manager
Abacum
04.2022 - Current
- Managing 40+ accounts (from won deal to expansion phase)
- Established internal and external processes for the CS department
- Tracking customer health via quantitative and qualitative metrics (Health Score)
- Drove 100k expansion in first 6 months of 2023
- Customer Advocacy
- Support Escalation
- Collaboration with Sales, Implementation, Design & Research with both internal and external projects
Client Care Manager
Bottomline Technologies
09.2019 - 02.2022
- Relationship Management - Corporate Accounts and Financial institutions, Including FTSE 100 companies and Top global banks
- Proactively engaging clients through regular Service Reviews
- SLA reporting
- Monitoring and managing support escalations
- Incident Management
- Identifying any design issues in the existing setup and co-ordinate with functional and technical support consultants to drive for resolution
- Provide Client insights to executive leadership & other stakeholders in the Business Unit
- KCS coach - Promoting understanding and adherence to the KCS standards, guiding and assisting a team of 6 engineers
Customer Success Manager
Airtasker UK
08.2018 - 04.2019
- Handle escalated UK disputes, Trust and Safety, Insurance, Fraud and legal customer support inquiries
- Oversee the UK social media pages and respond to queries
- Measure and track both personal and CS team KPIs
- Manage Delighted, the survey software that uses NPS system in gathering customer feedback and share results with the relevant teams
- Create safe and rewarding experience for users by revising internal processes, macros, and onboarding material
- Run weekly kick-off meetings presenting past week's learnings and future projects
- Schedule regular quality calibration meetings with overseas teams to maintain a high-quality user experience at all times
- Collaborate with Product and Design team on internal projects
Head of Client Services
Truly Experiences Ltd
07.2015 - 06.2018
- Main point of contact for all corporate and VIP’s inquiries
- Managing a team of 3, partly remotely, to drive corporate sales and create unforgettable memories for Truly's VIP clients
- Creating bespoke proposals, pitched, negotiated, and sold contracts worth over £500k in last 12M
- Work collaboratively with Marketing team and CEO to identify opportunities, build pipelines and drive sales, developing bespoke products
- Aggregating and analyzing feedback to support future product initiatives and solve ongoing issues
- Delivering events on time, within budget, that meet (and hopefully exceed) expectations
- Managing company’s main accounts such as Deloitte, Google, KP Snacks, Ocorian, Disney and Tanger US
Front Desk & Facilities Manager
09.2013 - 06.2015
- Customer service at the reception - answering the phone, rent, and fine payments, dealing with complaints, client support during the stay
- License agreements, preparation and explanation, both in English and Italian
- Booking procedure such as handling potential customer requests, arranging viewings of premises, information about prices, terms and conditions
- Responsible for overlooking cleaning and maintenance of the building
- Managing a team of four cleaners and two handymen
Education
Tourism & Economics
Ivan Cankar, Slovenian Professional Institute
Italy2007
Skills
- Client Onboarding & Relationship Management
- Contract negotiation
- Performance & Data Reporting
- Proactive approach & Effective communication
- Planning & Organizational skills
- Problem-solving & Decision-making
- Strategic thinker with strong attention to detail
- Comfortable working in fast-paced environments
- Experience with systems such as Salesforce, Zendesk, Magento, Jira and Stripe
Timeline
Senior Customer Success Manager
Abacum
04.2022 - Current
Client Care Manager
Bottomline Technologies
09.2019 - 02.2022
Customer Success Manager
Airtasker UK
08.2018 - 04.2019
Head of Client Services
Truly Experiences Ltd
07.2015 - 06.2018
Front Desk & Facilities Manager
09.2013 - 06.2015
Tourism & Economics
Ivan Cankar, Slovenian Professional Institute
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