Alexandros Petridis
Athens
Summary
Customer Success Manager (CSM) with over 6 years of experience in SaaS and insurance industries, proficient in project coordination, account management, and various software tools. Holding an MBA from Hellenic Open University and a proven track record of enhancing customer satisfaction and retention.
Overview
8
8
years of professional experience
Work History
Renewals Specialist
Epignosis-TalentLMS
08.2023 - Current
- Increased customer retention by proactively identifying and resolving potential issues.
- Strengthened client relationships by delivering consistent, high-quality service and support.
- Streamlined renewal process with improved communication and collaboration across departments.
- Enhanced customer satisfaction, providing timely responses to inquiries and addressing concerns promptly.
- Led project to reduce churn and promote expansion, resulting in 25% reduction in customer churn, 400% increase in ARR from multiyear contracts, and 10% increase in total MRR.
- Develop and maintain strong relationships with flagged clients assisting with adoption and engagement to minimize churn.
- Drive new feature adoption via meetings and training.
Customer Success Manager
Epignosis-TalentLMS
05.2022 - 08.2023
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
- Streamlined customer onboarding process for accelerated product adoption and increased retention rates.
- Managed portfolio of 300 accounts globally, identifying and driving upsell opportunity terms for expanding and tracking success KPIs.
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Leveraged data-driven insights to develop targeted strategies for enhancing overall client engagement levels.
- Developed comprehensive training materials that facilitated faster customer proficiency with product.
Senior Account Manager
Delivery Hero-Efood
01.2021 - 03.2023
- Boosted client satisfaction by effectively managing and resolving account issues, improving efficiency, and boosting first resolution rate by 30%.
- Increased revenue for company through strategic upselling and cross-selling initiatives (approx. 15% new sale leads were closed won).
- Developed long-lasting client relationships by providing exceptional customer service and support.
- Implemented innovative strategies for retaining top-performing clients, reducing churn rate substantially.
- Analyzed data on client behavior patterns to inform future account management strategies, resulting in higher retention rates.
- Analyzed key competitors to respond to competitive threats.
Employee Benefits Account Administrator
Assicurazioni Generali S.p.A
07.2016 - 10.2022
- Streamlined account management processes by implementing efficient organizational systems.
- Reduced invoice discrepancies through diligent review and reconciliation of accounts.
- Enhanced client satisfaction with timely resolution of inquiries and effective communication.
- Monitored client accounts for potential issues, proactively addressing concerns before they escalated.
- Managed multiple high-profile accounts simultaneously, maintaining high level of attention to detail and organization.
- Provided ongoing support to sales teams in developing proposals, quotes, and presentations for prospective clients.
- Assisted Head of HR, C-level executives, and insurance partners in deployment and operation of benefits-related applications.
- Managed portfolio of over 300 companies and 50 brokers, managing several software onboarding projects, including group policy of 12,000 employees.
Education
MBA - Business Administration And Management
04.2023
- Dissertation: Understanding user satisfaction in the SaaS (Software as a Service) market. The case study of Google Workspace 10/10.
Bachelor of Science - Finance & Banking Management
10.2018
Skills
- Time Management
- Relationship Management
- Project Management
- Technical aptitude
- Customer Advocacy
- Cross-selling strategies
- Strategic Planning
- Report Analysis
- Hubspot and Salesforce proficiency
- Google and Microsoft Suite
- Zendesk
- Asana
Languages
Greek
Native language
English
Proficient
C2
Hobbies
Piano, Music theory & composition, Biking, Tennis, Movie festivals.
References
Available upon request.
Timeline
Renewals Specialist - Epignosis-TalentLMS
08.2023 - Current
Customer Success Manager - Epignosis-TalentLMS
05.2022 - 08.2023
Senior Account Manager - Delivery Hero-Efood
01.2021 - 03.2023
Employee Benefits Account Administrator - Assicurazioni Generali S.p.A
07.2016 - 10.2022
Hellenic Open University - MBA, Business Administration And Management
University of Piraeus - Bachelor of Science, Finance & Banking Management
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