Lavinia Franceschetti
Roma
Profilo professionale
Strategic Account & Customer Success Leader with 20+ years of experience managing complex B2B relationships and driving growth in Insurance, Mobility, and Telematics sectors. Expert in strategic account management, contract negotiations, and tender coordination, with a proven ability to deliver tailored solutions that exceed client expectations. Skilled in budget governance, business planning, and cross-functional leadership, ensuring operational excellence and revenue expansion. Adept at navigating multifaceted projects involving technology, data analytics, and regulatory compliance, while fostering strong partnerships with C-level stakeholders. Fluent in English and French, recognized for building high-performing teams and leading transformative initiatives across global markets.
Panoramica
19
19
anni di esperienza
Esperienza lavorativa
Senior Account Manager
Octo Telematics S.p.A.
Rome
11.2019 - ad oggi
- Drive EMEA account portfolio growth by delivering tailored solutions, exceeding client expectations, and ensuring high satisfaction.
- Design strategic business plans, control budgets and project costs, lead contract negotiations with new clients, manage renewals for existing accounts and identify upselling/cross-selling opportunities within them, while coordinating bid processes for service tenders.
- Cultivate strong client relationships as primary contact, resolve issues promptly, and coordinate cross-functional teams to deliver key projects and develop expansion proposals backed by market analysis.
Customer Experience Manager
Tiscali S.p.A.
Milan & Cagliari
01.2016 - 01.2019
- Map and optimize B2C customer journeys to improve access to sales and support, driving end-user retention and strengthening strategic relationships with clients, suppliers, and stakeholders.
- Define service KPIs, create performance reports, implement corrective actions, and manage departmental budget to ensure cost efficiency and meet objectives in a high-volume B2C environment.
- Lead a team of 6 FTEs, monitor service performance through data-driven reporting, and coordinate workflows to enhance collaboration and deliver significant service improvements for B2C customers.
Customer Service Manager & Business Product Manager
Aria S.p.A.
Milan
01.2009 - 01.2016
- Customer Service Manager (2012 – 2016):
- Managed sales and after-sales operations, delivering exceptional customer experiences and driving service excellence.
- Recruited, trained, and led a team of 30 operators, optimized workflows, and improved operational efficiency and service levels.
- Spearheaded CRM migration to Salesforce, supervised testing, and ensured successful product launches across multiple channels.
- Business Product Manager (2009 – 2012):
- Developed a new B2B product portfolio by conducting market analysis, defining positioning, and building comprehensive business cases for new offerings.
- Ensured compliance with regulatory requirements and oversaw the entire end-to-end product development process, including coordinating communication campaigns and training programs for sales teams and call center staff.
- Monitored product performance metrics, identified improvement areas, and implemented corrective measures to optimize results.
International Roaming Manager
Wind Telecomunicazioni S.p.A.
Rome
01.2001 - 01.2009
- Negotiated strategic B2B partnerships, coordinating service launches to meet performance standards.
- Resolved end users’ issues, ensuring high service quality.
International Roaming Coordinator
Blu S.p.A.
Rome
01.2000 - 01.2001
- Provided accounting and post-sales support for international B2B mobile partnerships.
Istruzione
Bachelor's Degree - Law
University of Camerino
01.1999
Competenze
Core Competences
- Strategic Account Management EMEA Portfolio Leadership Customer Success in Insurance & Mobility
- Relationship Building & Stakeholder Engagement Primary Client Interface for B2B Accounts
- Contract Negotiation & Renewal Management Bid & Tender Coordination for Service Solutions
- Business Planning & Budget Control Revenue Growth & Profitability in Data-driven Ecosystems
- Upselling & Cross-selling Strategies Retention & Satisfaction Optimization for Existing Accounts
- Market Analysis & Competitive Positioning Business Case Development for IoT & Connected Services
- Cross-functional Team Coordination Project Delivery Excellence in SaaS & Telematics Solutions
- CRM Platforms: Salesforce, Siebel, SAP
- Tools: Microsoft Office Suite, Jira, Visio, Project
- Languages: Fluent in English & French
- Specialized Skills: KPI Monitoring, Customer Journey Design, Proposal Development, IoT & Data Analytics Awareness
Languages
English: Fluent
French: Fluent
German: Basic
Additional Information
- Member and Sergeant-at-arms 2025-2026 of Rotary Club Roma Nord.
- Compliant with Legislative Decree 30 June 2003, n. 196, amended by Legislative Decree 10 August 2018, n. 101, regarding the protection of personal data.
- Authorization granted for personal data processing for recruitment and communication purposes.
- Updated: November, 2025.
Cronologia
Senior Account Manager
Octo Telematics S.p.A.
11.2019 - ad oggi
Customer Experience Manager
Tiscali S.p.A.
01.2016 - 01.2019
Customer Service Manager & Business Product Manager
Aria S.p.A.
01.2009 - 01.2016
International Roaming Manager
Wind Telecomunicazioni S.p.A.
01.2001 - 01.2009
International Roaming Coordinator
Blu S.p.A.
01.2000 - 01.2001
Bachelor's Degree - Law
University of Camerino