Leticia Bevilaqua

Joined post series B, to build CS Org.

• Grew team by 2x, designed global growth strategy for SME, Mid Market and Enterprise, including customer journeys, service cards, alignment of adoption and revenue targets with book of business of £40M+ (UK and US) and readiness to launch in South Africa
• 97% retention (of £5M up for renewal in 2022) - in insurance B2B average retention is around 85%, designed first round of renewals cycles and NPS evaluation for buyers/admins - NPS score of 77 (avg group risk of 40), CSAT of 4.5/5
• Created and rolled out implementation and adoption strategy across sales, marketing and tech teams which led to improvement of SME’s implementation cycles of 100% (from 6 to 3 weeks) . Developed strategy for automation for SME market (implementation and adoption)
• Built advocacy/referrals programme, customer feedback loops that led to major overhaul of analytics offering to admins (working closely with product team), rolled out over 10 customer studies working in collaboration with Marketing
• Built processes for CS Ops, onboarding for CSMs, customer marketing initiatives, communities with clients (over 150 members)
• Built foundations for revenue generating CS Org (though renewals, upsells and cross-sell). In first launched quarter, generated over 50 opportunities and pipeline of over £10M

CSM from 2017-2019 then promoted to Head of CSM EMEA - 2019-2021

• Launched and/or managed over 10 enterprises, including Telefonica, Nestle, GSK, ABSA, Kantar, etc. Special mention to Telefonica’s global launch to over 100k employees, in 2 continents, over 10 countries. Built trusted advisor relationship with customer C-suite to create FB’s/Meta feature adoption, satisfaction and product roadmap alignment with C-suite and product leadership in Meta.
• Managed book of business (BoB) (personally) of US$5M. Managed team with BoB of US$23M
• No churn on enterprise clients during tenure, with renewals’ ARR increases from 30% to 200%. Increased customer profitability by achieving 130% of NRR through renewals
• Managed and supported customer events with CSAT of 5/5, attendance ranging from 30-200 customers
• Created proactive, repeatable processes to drive consistently strong Customer Experience. Influencer of development of strategies around new pricing models, multi-product offerings, GTM, marketing initiatives for existing clients
• Acted as the learning engine of business to infuse the voice of the customer into all aspects of business (from sales to existing clients perspectives’ and product development initiatives), coached team to build processes around it
• Pulse score of 93% (avg in org was 85%). Supported senior CSMs in taking their next career step through mentoring and creating the right opportunities. Coached direct reports on business strategy and interpersonal challenges

• Promoted within 6 months of joining to look after the largest book of accounts in UK
• 100%+ achievement of quota with growth in accounts of up to 2.5x of revenue
• Managed SaaS and Media accounts with C-Suite clients as a trusted advisor from implementation to steady state, identifying adoption opportunities, expansion and training needs to drive growth

• Saved £1M+ in costs through implementation of processes. of complex contracts (up to £200M value), ensured compliance of obligations and deliverables with internal and external stakeholders
• Negotiated legal and commercial terms of O&M contract of £200M
• Managed partnership and operations of an offshore wind farm. With CAPEX worth £1.4 billion, delivered project on time and with surplus of £3M in budget through close management of processes, risks, systems, budgets, approvals, stakeholders and operational challenges

• Overachied sales quota and ranked Top 10 EMEA Sales Consultant for 2 consecutive years
• Part of team that orchestrated MicroStrategy's largest UK deal in history: over US$3.5M in 18 months working with agile project management