Sebastiano Mattia Imprima

• Spearheaded initiatives that substantially increased customer retention, fostering a strong and loyal client base.
• Championed product adoption by developing impactful strategies that guided clients to maximize their use and benefit from the software.
• Achieved consistent performance on revenue goals through diligent account management and uncovering valuable upsell and cross-sell possibilities.
• Maintained a high level of customer satisfaction, demonstrating a deep commitment to understanding and meeting client needs.
• Collaborated cross-functionally with sales, product, and marketing to ensure a unified and superior customer experience from initial contact through ongoing success.
• Proactively addressed client challenges, mitigating potential risks and strengthening long-term partnerships.

• Responsible for a portfolio of 300 customers in South and North-East regions (France) in different industries : retail, recruitment agencies, aeronautic, personal care, schools and training organizations.
• Multi-product expert in a HR tech SaaS : Jobboard (Meteojob), SCW, ERP and video interview platform.
• Responsible for the client' success from the onboarding to the renewal phase, working closely with the sales, the care and technical team.
• Maximize customer satisfaction, retention and expansion (upsell and cross-sell).
• Product adoption and delivery value to the customers : touchpoints with the customers, global and personalized webinars and global training.

• Customer support Assisting recruiters in the use of CleverConnect products, providing answers to their questions and ensuring technical support.
• Web project management Coordinating the implementation of job feeds (API/XML/JSON) on Meteojob, in conjunction with internal teams (sales and web developers) and external partners.

• Provide accurate, valid and complete information by using the right tools, methods and processes. Adopting adequate behaviors as per Booking.com values.
• Support B2B to our partners (hotels, etc…).

• Liaising between guests and partners to resolve light complexity issues via phone, email and chat on various topics such as: additional travel advice, modifications, cancellations, complaints, refunds, etc.
• Provided accurate, valid, and complete information by using the right tools, methods, and processes.
• Ensured a high level of customer service and a positive guest experience.
• Supported colleagues with peer learning.
• Promoted the Booking.com culture.

• Company Overview: International Cultural Representative Program at Walt Disney World.
• Collaborated with Restaurant Manager to ensure accurate stock levels.
• Boosted restaurant revenue through superior guest experience.
• Conducted pre-shift meetings to clarify daily events for employees.
• Managed adherence to credit protocols and cash transactions.
• Executed financial tasks and maintained customer interactions effectively.

Administration and business procurement.

Fostered effective communication with European and non-European suppliers and customers.

Conducted brokerage activities focused on citrus and vegetable marketing.

Completed internship at Google Campus, London.

Conducted market research.

Developed compelling press announcements.

Organized brand promotion activities.

Reviewed performance metrics of marketing efforts.

Assisting the manager in writing reports and analyzing data, helping to drive online traffic with web-related campaigns, and writing online content.

Managed client communications.