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Lead a team of business analysts to elicit, document, and validate requirements for complex projects (including Zendesk implementations and custom web/app development). Create process models, user stories, and acceptance criteria; perform data analysis and reporting; communicate requirements to development teams; drive process improvements and mentor analysts to ensure successful project delivery.

Manage and grow complex client accounts by renewing, expanding, and converting services. Serve as primary contact for client customers, resolve escalations, meet revenue quotas, identify upsell opportunities, negotiate, use data to remove roadblocks, and collaborate with partners and Sales Manager to achieve territory goals.

Provide technical assistance in Italian for a leading software company's support project, troubleshooting cloud and Microsoft product issues, managing customer interactions with empathy and professionalism, and applying critical thinking to resolve problems. Full-time, on-site role with product training and internal development opportunities.

Drive renewals, retention, and upsell within an assigned territory. Manage end-to-end renewal sales motions, prepare and negotiate quotations, maintain CRM records, forecast sales, perform high-volume outbound outreach, and collaborate with the team to meet revenue quotas.

Drive B2B revenue by engaging partners, resellers, and distributors; manage high-volume outbound outreach, maintain CRM, provide sales forecasts, qualify and convert leads, handle objections, support renewals, and collaborate with the sales team and manager to optimize channel performance.

Handles inbound/outbound B2B sales calls and online inquiries to sell products and services, process orders, answer billing questions, meet sales targets and KPIs, maintain product knowledge, and provide courteous basic customer service and account documentation.

Lead workforce management (capacity planning, scheduling, and WFM metrics) for location accounts; act as client-facing WFM point of contact; coordinate onsite/offshore WFM teams, stakeholders, and operations; drive process maturity, productivity, and resource-planning KPIs; escalate and resolve WFM issues; develop and upskill WFM staff.

Provide inbound/outbound and online customer support, resolve routine product/service issues, document interactions in call tracking systems, meet KPI targets, promote additional products/services, maintain product knowledge, and follow defined procedures in a fast-paced call center environment.

Provide email-based support to marketplace sellers in French and English: answer queries, educate on features, mediate with internal teams, report and test product issues, update internal databases, inform sellers about new features, and help improve FAQs to reduce contact rates.

Lead Revenue Operations analytics: partner with VP Revenue to implement forecasting, pipeline management, KPIs, and CRM best practices; build and mentor a RevOps analytics team; improve sales processes, reporting and commissions; support marketing with attribution, lead scoring, and campaign optimization to drive revenue growth.