Gabriele Castrignanò
Profilo professionale
As a Customer Success and Onboarding Manager, I have gained extensive experience working in both international tech companies and local businesses. Throughout my career, I have built strong, lasting relationships with clients of all sizes, ensuring high retention rates and minimizing churn. My proactive and attentive approach to customer relationship management has consistently delivered results, fostering long-term partnerships and customer satisfaction.
I pride myself on being dynamic and flexible, with the ability to adapt to various working environments and challenges. I am passionate about continuous learning, both professionally and personally, and I am eager to expand my skill set while contributing to the success of my team and clients.
Panoramica
7
7
years of professional experience
1
1
Certification
Esperienza lavorativa
Customer Success Manager
Keplero AI
Remote
05.2025 - 06.2025
- Successfully guide onboarding and the initial adoption phase (activation).
- Develop strong, lasting relationships with customers (retention).
- Identify upselling opportunities (expansion).
- Proactive, attention-oriented and timely monitoring
- Directly gather feedback and collaborate with Product Team
Service Delivery Manager
TeamSystem S.p.A
Bari
10.2024 - 04.2025
- Act as the primary point of contact for clients, ensuring that their needs are met and that they receive high-quality service by building strong relationships for client satisfaction and retention.
- Overseeing the delivery of services to clients, ensuring that they are executed efficiently and effectively, in accordance with agreed-upon service level agreements (SLAs).
- Identify and address any issues that may arise during service delivery, acting as a liaison between clients and internal/external teams (such as System Integrator) to ensure timely and effective solutions.
- Monitoring performance of service delivery against established metrics and KPIs, analyzing data to identify trends and areas for improvement.
- Participating in strategic planning/initiatives to align service offerings with the overall business goals and identify opportunities for new services or improvements to existing services.
Customer Onboarding & Success Manager
Regiondo GmbH
Remote
09.2021 - 09.2024
- Creation and development of onboarding programs for new clients.
- Customized training for new clients to ensure a clear understanding of how to effectively use purchased products and services.
- Managing implementations between booking engine and websites by providing support and assistance during the onboarding process.
- Coordination of onboarding activities including training meetings, orientation sessions, work assignments, and performance monitoring during the initial period.
- Collaboration with other departments such as Sales Team, Support Team and Product Team to ensure an integrated and consistent onboarding experience.
- Support and assistance during the onboarding period by ensuring the resources necessary for client success.
- Create websites tailored to client's specific preferences through the internal website builder of Regiondo and offering advice to improve online visibility and maximize direct bookings.
- Ensure customer satisfaction through seamless integration including customization and adoption via CSS/HTML.
- Customer relationship management through constant communication, providing personalized support and advice to ensure satisfaction and obtain maximum value from the products or services offered.
- Analyzing customer needs by identifying opportunities to improve the customer experience and offer customized and upselling/cross-selling solutions.
- Monitoring success metrics such as renewal rate, customer satisfaction, churn rate and product usage to identify areas for improvement and opportunities for growth.
- Collaboration with other departments such as Sales Team, Support Team, and Product Team to ensure a consistent, high-quality customer experience.
Partner Representative
Katanox
Amsterdam
05.2021 - 06.2021
- Researching, creating, and managing a partner pipeline by conducting partnership conversations and integrating partners into the Katanox platform.
- Supporting onboarding/post-onboarding, managing negotiations.
- Supporting the creation of Katanox website and partner/marketplace sites.
- Integrations and updates for Help Center articles with self-onboarding guides for partners.
- Collaborate with Product Owner and developers to verify API and data integrations between Katanox and various PMS.
- Collaborate with the Business Development team during onboarding/post- onboarding
- Follow the latest trends in hotel distribution and stay abreast of new features.
Technical Support Specialist
FareHarbor B.V. | Booking.com Holdings Inc.
Amsterdam
07.2019 - 05.2021
- Become an expert user of the software and stay abreast of all new features released.
- Handle incoming and outgoing support issues/requests via e-mail, phone calls, and videocalls.
- Provide exceptional support by listening, understanding the problem, and resolving complex configurations for clients b2b
- Sharing feedback with clients by suggesting appropriate product revisions.
- Recommend product improvements and upgrades to identify new business opportunities.
- Communicate across teams to ensure customer needs are met.
- Assist in new feature/service introduction and release activities by providing important feedback to the development team.
- Provide active onboarding/training to live clients and contribute to the documentation of FareHDR support documentation.
Hospitality Advisor for Airbnb (EMEA)
SITEL Group | Outsourcing/Offshoring
Porto
01.2018 - 05.2019
- Manage inbound/outbound calls in English and Italian
- Manage e-mails and chat in English and Italian - Manage and resolve customer complaints, refunds, compensation and disputes (Trust&Safety).
- Compose thoughtful and accurate messages and personalize responses to customer enquiries
- Researching information and resolving issues using available resources
- Mediating and managing disputes between users
- Working to achieve KPI/NPS and objectives (Agent of the Month - September 2018)
Istruzione
Master's Degree - Tourism Management
University of Bari
Bari12-2017
Erasmus+ Program - Tourism Management
Polytechnic Institute of Leiria
Leiria, Portugal01-2017
Competenze
- Flexibility/Adaptability
- Entrepreneurial spirit and initiative
- Communication and leadership
- Problem solving
- Organisational and planning skills
- Customer focus
- Precision/Attention to details
- Team Work
- Communication
- Time Management
- Achievement of objective
- Multicultural Team
- Managing information
- Customer retention
- Client Success
- SaaS
- CRM, CMS
- Zendesk, Notion
- Salesforce, Hubspot, Close
- Jira, Confluence, Trello, ClickUp
- PowerBI
Certificazioni
- ECDL – European Computer Driving License
- Trinity College London – Grade 8 B2.2 of the CEFR
- Product Management Basics – Pendo.io
- Product Discovery Certification - Pendo.io
- Google Certified – The Fundamentals of Digital Marketing
- Google Certified – Advanced Google Analytics course
- Google Certified - Google Tag Manager Fundamentals
- Duda Certified Platform Specialist (Web design)
- Udemy – The Complete Agile Scrum Fundamentals
- YouthPass Certificate European Commission – Design Thinking Methodology
- BICLazio (Viterbo, IT) – Focus Impresa (entrepreneurship course)
LANGUAGE SKILLS
Italiano
Madrelingua
ENGLISH: advanced
Avanzato
C1
PORTUGUESE: basic
Base
A2
Cronologia
Customer Success Manager
Keplero AI
05.2025 - 06.2025
Service Delivery Manager
TeamSystem S.p.A
10.2024 - 04.2025
Customer Onboarding & Success Manager
Regiondo GmbH
09.2021 - 09.2024
Partner Representative
Katanox
05.2021 - 06.2021
Technical Support Specialist
FareHarbor B.V. | Booking.com Holdings Inc.
07.2019 - 05.2021
Hospitality Advisor for Airbnb (EMEA)
SITEL Group | Outsourcing/Offshoring
01.2018 - 05.2019
Master's Degree - Tourism Management
University of Bari
Erasmus+ Program - Tourism Management
Polytechnic Institute of Leiria
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