Alessandro Riccelli
Senior Manager Of Customer Success
Meda
Summary
Customer Success leader with 6+ years of experience in SaaS, managing international teams and high-value client portfolios across EMEA and APAC. Proven ability to drive retention, reduce churn, and support complex digital transformation projects. Certified in AWS Cloud and Customer Success Management, with a strong background in consulting and business strategy.
Overview
10
10
years of professional experience
6046
6046
years of post-secondary education
2
2
Certifications
3
3
Languages
Work History
Senior Manager of Customer Success
Docebo
01.2024 - Current
- Leading a high-performing department of 10 Customer Success Managers dedicated to ensuring our customers achieve their desired outcomes through Docebo's products and services.
- Managing a book of business of ~400 clients distributed across EMEA & APAC with a value of ~30M in ARR.
- Defining and managing the distribution of the customer portfolio for the SEEMEA, DACH and APAC regions.
- Contributing to a 20% increase in net retention rate (NRR) over the past two years.
- Partnering with product and sales teams to develop customer engagement strategies that helped reduce churn by 25%.
- Travelling around Europe and the USA for workshops with key clients, coordinating activities with the other departments.
- Performing forecasting activities for the executives to show ARR up for renewal, churn rate and the ARR for expansion.
Manager of Customer Success
Docebo
01.2022 - 12.2023
- Expanded and managed a team of 8 Customer Success Managers distributed across EMEA.
- Supported the team in guiding clients to overcome technical/non-technical implications of large HR digital projects.
- Travelled around Europe for Business Review with key clients
- Defined and improved processes of the Customer Success Team to support the growth of the company.
Customer Success Manager
Docebo
01.2019 - 12.2021
- Managed a portfolio of 100 small clients and then progressed to manage the 10 largest EMEA clients.
- Facilitated the transition out of implementation to go-live of large HR transaction projects.
- Created a plan to ensure client success and achievement of incubation/engagement metrics.
- Travelled around Europe to meet key clients and provide continued success with workflows and system configurations.
- Educated clients on self-service tools, the release process, and other client programs to ensure a successful partnership.
- Worked on increasing renewal rates and reducing churn.
- Expanded revenues through cross/up-selling.
Business & IT Advisor
NTT DATA
08.2018 - 12.2018
- Consultancy for the construction-engineering industry.
- Main project: Maire Tecnimont: Project Manager for AWP (Advanced Work Packaging) methodology implementation.
- The project was developed through a program composed of different streams and was aimed at the introduction of a new IT system in the application map, adopting the AWP methodology with the involvement of all the customer's main business functions.
- Main activities: IT program governance and project management, and change management.
Consultant
Parva Consulting
09.2015 - 08.2018
- Consultancy for international companies operating in the financial services industry.
- In the main project, in Intesa Sanpaolo, I led the reorganisation of the Info-providers area following the acquisition of the 2 Venetian banks.
Education
Specialisation Master - Financial Modelling, Corporate Finance
Sole 24 Ore Business School
01-2017
Master's degree - business administration, markets and business strategies
Università Cattolica Del Sacro Cuore
01-2015
Bachelor's degree - business administration
Università Cattolica Del Sacro Cuore
01-2013
Skills
- Salesforce
- Zendesk
- Totango
- Jira
- Asana
- Tableau
- MS Office Suite
- Google Workspace
- AWS Cloud Practitioner
Certification
Certified AWS Cloud Practitioner
Contacts
+39 333 1463184, riccelli.alessandro@gmail.com
Timeline
Senior Manager of Customer Success
Docebo
01.2024 - Current
Manager of Customer Success
Docebo
01.2022 - 12.2023
Customer Success Manager
Docebo
01.2019 - 12.2021
Business & IT Advisor
NTT DATA
08.2018 - 12.2018
Consultant
Parva Consulting
09.2015 - 08.2018
Specialisation Master - Financial Modelling, Corporate Finance
Sole 24 Ore Business School
Master's degree - business administration, markets and business strategies
Università Cattolica Del Sacro Cuore
Bachelor's degree - business administration
Università Cattolica Del Sacro Cuore
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