Summary
Overview
Work History
Education
Skills
Websites
Timeline
Generic
Franco Fiorini

Franco Fiorini

Client Success Manager

Summary

More than 15 years of experience in IT Professional Services and Near-shore services. Dynamic Account Manager offering expertise in building partnerships, retaining key accounts and enhancing profit channels. Strong leader with proficiency in growing professional network, influencing decision-makers and devising successful strategies. Collaborative and strategic team leader with robust background in customer relationship management.

Experience running the overall strategy regarding Capacity and Staffing for 100-800 employees companies. Passionate about Customer Satisfaction, Scaling Operations, and High-Performance teams.

Overview

19
19
years of professional experience
2
2
Languages

Work History

Sr Account Manager

Nearsure
10.2023 - Current
  • Increased revenue for the company through strategic upselling and cross-selling initiatives.
  • Negotiated prices, terms of sales and service agreements.
  • Boosted client satisfaction by effectively managing and resolving account issues.
  • Expanded market share by identifying new business opportunities and securing high-value accounts.
  • Streamlined account management processes, improving overall efficiency and productivity.
  • Developed deep knowledge of customer businesses and relationship to company objectives.

Client Success Director

AgileThought
11.2022 - 09.2023
  • Project-managing and monitoring the implementation process, delivering best-in-class customer service and meeting milestones
  • Provide thought leadership and executive escalation with clients to promote key client relationships and growth initiatives
  • Responsible for overseeing +8 US accounts with more than 150 team members distributed among them

Senior Director of Talent Operations

intive
04.2022 - 06.2022
  • Since Spark Digital was acquired by intive, I was responsible for merging the Capacity team in LATAM and integrating the operations with the Global Capacity team
  • Leading a team of 4 people in charge of the staffing of +50 accounts
  • Working in collaboration with Sales & Delivery to ensure the proper allocation of developers in new and existent teams

Senior Director of Talent Operations

SparkDigital
06.2021 - 04.2022
  • Company Overview: Acquired by intive
  • Responsible for defining and executing the staffing strategy to fulfill the open positions and accomplish the expected growth
  • Merging a team of 20 recruiters and 2 Staffing specialists and defining the overall capacity strategy
  • Responsible for driving the team to implement proper KPIs to show the results to the upper management
  • Acquired by intive

Delivery Director

Globant
08.2020 - 06.2021
  • After Belatrix acquisition by Globant, I actively participated in the merger, ensuring all the processes were adequately integrated
  • Then I moved to Delivery and as Delivery Director I was responsible for overseeing the end-to-end relationship with one of the most important clients
  • The portfolio consisted of 5 different projects with more than 80 team members

VP of Capacity

Belatrix Software
01.2019 - 08.2020
  • Responsible for defining the Capacity and Staffing strategy to accomplish the company growth as well as reducing the time to fill open positions
  • Leading a team of +20 recruiters and +5 Staffing specialists distributed in Argentina, Peru and Colombia

Director of Accounts

Belatrix Software
03.2017 - 08.2020
  • Overseeing the end-to-end relationship with clients, being responsible for the operational success of the projects
  • Mentoring account managers and working closely with delivery teams to ensure the project delivery in a timely manner
  • 4 years in Colombia as responsible for sharing Belatrix Culture with the recently opened office in Bogota
  • +20 Client accounts on my portfolio, 3 Delivery Managers, and 20 Agile Delivery teams

Program Manager

Belatrix Software
09.2011 - 03.2017
  • Responsible for several projects and accounts
  • Highly oriented to customer satisfaction and dedicated to understanding customer needs and requirements from their point of view

QA Leader

Belatrix Software
11.2009 - 09.2011
  • Responsible for leading a team of 6 QA engineers to ensure the overall quality of one of the top 3 e-learning platforms

QA Engineer

Belatrix Software
03.2007 - 11.2009

Analista desarrollador Genexus

ACP Ingenieria en sistemas
08.2005 - 03.2007

Education

Ingeniero en Sistemas de Información - Ingeniería en Sistemas de Información

Aden Business School
01.2000 - 12.2009

Curso Especialista en PM - undefined

Universidad Tecnológica Nacional
01.2012 - 12.2012

Diplomatura - Business Management

ADEN
Mendoza, Argentina
05.2001 -

Skills

Team Leadership

Customer relations

Strategic planning

Partnership development

Operations

Scrum

Agile Methodologies

CMS

Quality Assurance

Relationship building and management

Timeline

Sr Account Manager

Nearsure
10.2023 - Current

Client Success Director

AgileThought
11.2022 - 09.2023

Senior Director of Talent Operations

intive
04.2022 - 06.2022

Senior Director of Talent Operations

SparkDigital
06.2021 - 04.2022

Delivery Director

Globant
08.2020 - 06.2021

VP of Capacity

Belatrix Software
01.2019 - 08.2020

Director of Accounts

Belatrix Software
03.2017 - 08.2020

Curso Especialista en PM - undefined

Universidad Tecnológica Nacional
01.2012 - 12.2012

Program Manager

Belatrix Software
09.2011 - 03.2017

QA Leader

Belatrix Software
11.2009 - 09.2011

QA Engineer

Belatrix Software
03.2007 - 11.2009

Analista desarrollador Genexus

ACP Ingenieria en sistemas
08.2005 - 03.2007

Diplomatura - Business Management

ADEN
05.2001 -

Ingeniero en Sistemas de Información - Ingeniería en Sistemas de Información

Aden Business School
01.2000 - 12.2009
Franco FioriniClient Success Manager