Jul 2024 – Feb 2026 · 1 yr 7 mos · Remote

• Responsible for global customer marketing program, working with sales and customer success to identify technical and business advocates aligned with our ICP.
• Crafting compelling customer stories anchored on tangible outcomes and business growth that inspire prospects and drive demand.
• Partnering with various marketing functions to elevate our brand and customer storytelling throughout the marketing funnel and across channels.
• Highlights:
• Recruited 25 speakers for commercetools' flagship conference, Elevate, and developed all customer keynote content.
• Conceptualized and produced a new video series including 6 customer videos featuring senior commerce visionaries from leading brands discussing the power of composable commerce.
• Increased Gartner Peer Insights reviews by 50%, securing inclusion in the Digital Commerce VoC report with a customers' choice award.
• Increased referenceable customers by 38% across markets, verticals and use cases.

Jun 2023 – Jul 2024 · 1 yr 1 mo

• I've recently expanded my role from managing Customer Marketing in EMEA, to leading the global program. This includes priorities like defining a scalable strategy and processes across markets, and aligning with multiple marketing, sales and product stakeholders to identify the best customer stories and integrate the customer voice across everything we do. I'm also responsible for evolving our customer content strategy, enabling us to find fresh ways to tell stories, including developing TOFU, MOFU and BOFU content that supports marketing and sales campaigns as well as PR. I'm directly responsible for a small team covering the AMER, EMEA and LATAM markets, with a dotted line with APAC.

Apr 2022 – Jun 2023 · 1 yr 2 mos

Apr 2020 – Apr 2022 · 2 yrs

Sep 2018 – Apr 2020 · 1 yr 7 mos

Jan 2017 – Jan 2017 · 0 mo · Greater Barcelona Metropolitan Area

• I helped my friends at Factorial kickstart their blog by writing a series of articles on different Human Resources topics, targeting HR professionals and companies in the process of professionalizing their people operations.

Jun 2016 – Sep 2017 · 1 yr 3 mos · Greater Barcelona Metropolitan Area

• Hitch is a platform that helps API providers build meaningful relationships with their consumers through scalable API support.
• I helped Hitch develop its customer facing strategy and processes, including:
• Customer segmentation analysis
• Customer journeys and milestones definition
• Intercom implementation
• Userbase migration from legacy product (API Changelog)
• Segmented email and in app campaigns
• User feedback recollection through surveys, and customer interviews
• I was also responsible for Content Marketing, including:
• Blog management
• Editorial calendar management (in house content as well as external writers)
• Blog contributions including thought leadership articles related to the API space, and customer interviews
• Managed social media channels
• Wrote product and website copy.

Mar 2015 – Dec 2015 · 9 mos

• Built and managed a multicultural Customer Support and Customer Success team in the US & Spain.
• Delivered and constantly optimizing a world-class support system for our customers throughout the different stages of the business in the last 5 years: driving all processes with a focus in scaling and automation.
• Designed and managed onboarding programs (no touch and medium touch activities) for the whole customer base.
• Responsible for implementing support/training resources for all customers including a comprehensive Help Center, videos and other resources. Working tightly with Marketing.
• Designed and implemented one to many communication strategies: refocusing in app and email drip campaigns for customer success for trials and converted customers. Customer and product webinars.
• Implemented Net Promoter Score to drive higher customer satisfaction, while promoting a customer centric culture across the company. Responsible for implementing and improving all Support and Customer Success KPIs.

Dec 2010 – Dec 2015 · 5 yrs

• Designed and implemented our Support strategy from scratch: led a multilingual support team based in Redwood City and Barcelona.
• Multilingual support for our whole customer base: English, Spanish, German, French, Portuguese.
• High response times as well as customer satisfaction.
• Implemented Zendesk and other customer facing tools, as well as reports to drive higher efficiency in our support activities.
• Produced and edited videos for Support and Marketing: in house and working with external contractors.
• Created our Help Center through different tools: UserVoice, Zendesk, WordPress.
• Handled our User Community and moderated feature requests.
• Drove product webinars for our Spanish speaking customers.
• Other responsibities included:
• Handling all billing requests from customers.
• Implemented our initial HR/Admin processes for the team in Spain. Responsible for payroll, accounts receivable and payable. General administration.
• Worked extensively on public projects in Spain to secure funding in the early stages of the company.
• Helped internationalize and redomesticate the company from Spain to California, while providing operational support through the company's series A round.

Apr 2010 – Oct 2010 · 6 mos

• Wrote, produced and directed three videos for Enginyeria Sense Fronteres' campaign on the access to drinking water as a universal human right.
• http://vimeo.com/31839909

Mar 2008 – Jul 2008 · 4 mos

• Operational support to the organization of the Third International Conference on Responsible Soy in Buenos Aires which gathered different stakeholders (nonprofits, soy producers, buyers and financial institutions) to align on practices and policies for sustainable soy production in South America.
• Corporate Communications.
• Press relations.

Jul 2005 – Mar 2008 · 2 yrs 8 mos

• Responsible for all internal and external communications for an NGO focused on rural development with offices in Buenos Aires, Santa Fe, Santiago del Estero and Salta, Argentina.
• Website development, publications, video production, media relations, translations.
• Supported teams in the field in their communications efforts with grassroots organizations and rural communities.

Jan 2003 – Jan 2005 · 2 yrs

• Office Manager. General administration.
• Project Manager for various web development projects for leading brands in Argentina.