Francesca De Giovanni

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.