Alberto Chiorboli

CEO

Berlin, Berlin, Germany16 yrs 2 mos experience

Highly Stable

Key Highlights

Led global CX teams across 23 countries.
Implemented strategies reducing client response times by 30%.
Built and scaled Customer Success teams effectively.

Stackforce AI infers this person is a Customer Experience leader in the SaaS industry.

Contact

Skills

Core Skills

Customer SuccessLeadershipCustomer ExperienceTeam ManagementAccount ManagementCustomer SupportCustomer Service

Other Skills

CSMCoachingCommunicationCross-functional CoordinationCustomer Escalation ManagementCustomer RetentionCustomer SatisfactionEmployee EngagementEnglishGlobal TeamsGoogle AdwordsGoogle AnalyticsGoogle DocsItalianJIRA

About

Father to a wonderful daughter, global CX leader managing a team across 23 countries, and passionate about technology. I share insights and personal reflections on leadership, customer experience, emerging technologies, mindset, and occasionally, some light-hearted moments.

Experience

Remote

4 roles

Senior Manager of Payroll and HRIS Customer Success

May 2025 – Present · 10 mos

Building and leading a Customer Success team supporting our biggest HRIS and Global Payroll clients, as well as working closely with the wider CX org and business on unlocking opportunities for our clients through cross-functional partnership and supporting seamless multi-product support

CSMLeadershipCustomer Success

Senior Global Manager, Client Services

Promoted

Dec 2023 – Jun 2025 · 1 yr 6 mos

Further scaled the team to 50 team members across 23 countries to cover 24x5
Regionalized the team
Created a specialized tier 2 team to offer more premium high-touch experience
Working on team scaling initiatives - Leveraging AI to reduce contact rate and increase productivity, scalable SOPs, Project Management, QA, Training, Team Member Payroll Certifications.

Customer ExperienceLeadershipKey Performance IndicatorsStrategic PlanningScale teamsGlobal Teams+4

Global Manager, Client Services

Feb 2023 – Nov 2023 · 9 mos

Highlights
Team Scaling: Expanded the Client Services team from 13 to 33 individuals, driving greater coverage and capability to manage global client needs.
Response Time: Implemented strategies and workflows that reduced client response times by 30%, enhancing immediate client engagement and satisfaction.
Resolution Time: Introduced process improvements that cut down client issue resolution times by 25%, ensuring clients receive swift and effective solutions to their concerns.
Customer-Centric Culture: Fostered a customer-first mindset across the team, leading to consistently high client feedback scores.
Leadership: Worked closely with cross-functional teams to ensure the client services team was aligned with company-wide objectives and initiatives, driving cohesive service experiences.

Customer ExperienceLeadershipKey Performance IndicatorsCross-functional CoordinationScale teams

Manager, Customer Success

Jan 2022 – Apr 2023 · 1 yr 3 mos

Highlights:
Built structure and workflows to help the team scale
Recruited CSMs and Scale CSMs
Built strategies to retain customers
Lead a team of 10 CSMs
Managed and expanded a book of business of 20+ millions
Main Tasks:
Define and drive the Customer Success strategies to ensure all customers are successful and happy
Manage a team of talented CSMs
Recruit, mentor and develop individual contributors
Manage customer escalations and negotiations

Customer SuccessLeadershipAccount ManagementKey Performance IndicatorsCommunicationCross-functional Coordination+2

Unbounce

3 roles

Manager of Customer Success

Promoted

Mar 2021 – Jan 2022 · 10 mos

On-site CS leader for the Unbounce Berlin office.
Representative of the voice of the Unbounce Berlin office within Customer Success and to the company.
People management responsibilities for the Customer Support team in Berlin.
Responsible for 1:1s, performance management, career development, feedback, and mentorship.

Customer SuccessTeam ManagementLeadershipAccount ManagementKey Performance IndicatorsCommunication+2

Manager, Customer Support

Promoted

Jul 2018 – Mar 2021 · 2 yrs 8 mos

Direct management of the Support Team in Berlin.
Responsible for 1:1 coaching, goal setting and career planning with team members.
Recruitment of new team members.
Responsible for the planning and completion of quarterly initiatives.
Maintenance of team KPIs.
Plan team building and training activities.
Point of contact for escalated customer interactions.

Account ManagementKey Performance IndicatorsCommunicationManage Complex Projects

Technical Support Coach

Jun 2017 – Jul 2018 · 1 yr 1 mo

Investigating bugs & technical issues, then working with Developers to get them fixed.
Helping customers create Landing Pages, overlays and sticky bars.
Investigating issues with Google Analytics, Adwords and Wordpress.
Investigating issues with HTML, CSS and Javascript.
Providing training sessions to general support.
Evaluating general support tickets/chats/phone calls.

CommunicationCoachingCustomer ServiceCustomer Escalation ManagementCustomer Support

Various startups

Customer facing roles

Jan 2010 – Jun 2017 · 7 yrs 5 mos

Engaged in client-facing roles at various tech startups, from selling insurance policies to providing tier 1 and tier 2 technical support.
Demonstrated exceptional communication skills to effectively address customer inquiries and provide solutions.
Utilized problem-solving abilities to troubleshoot technical issues and ensure customer satisfaction.
Collaborated with cross-functional teams to enhance product offerings and improve overall customer experience.

SalesCustomer ServiceCustomer SatisfactionCustomer SupportCustomer Retention