Antonello Schiavo

Operations Manager • Customer Success Manager • Kraków, Lesser Poland Voivodeship, PL

Project Management

Operations Management

Sales Management

Customer Experience

Problem Solving

Google Ads

Available for hire fromNegotiable

Contracts

Launching and Optimizing Operations @ Google

I’m expert at launching and optimizing sales and customer care operations given my experience optimizing Google Ads operations in Krakow and launching Youtube operations in Lisbon 8 years management experience in customer-centric roles at Google (Sales/Marketing/Support operations) A data-driven and inclusive leader, with a solution oriented mindset striving for continuous improvement in day to day business processes. Expertise in building and managing resonant relationships, progressed through a number of different roles with additional experience in vendor management, process improvement and team leadership.

Projects

Managed a $5M/year Innovation investment fund

I was the manager of a $5M/year investment fund that was allocated to foster innovation and collaboration with our Vendor partners. The fund was intended to support and reward the best ideas from our partners that could improve our business outcomes and create value for both parties. My task was to design and implement a process to solicit, evaluate, select and drive the execution of the most promising and impactful ideas from our partners. I also had to monitor and report on the results and benefits of the funded projects. I created a clear and transparent criteria for submitting and assessing the ideas, based on their alignment with our strategic goals, feasibility, scalability, cost-effectiveness and potential return on investment. I communicated the criteria and the process to all our partners and invited them to submit their proposals. I formed a cross-functional committee to review and rank the proposals, and selected the top 30 ideas to fund. I assigned project managers and sponsors to each idea and provided guidance and support throughout the implementation phase. I also established a dashboard to track the progress and outcomes of each project, and reported regularly to senior management and stakeholders. As a result of my initiative, we were able to implement 30 innovative ideas from our partners, ranging from process improvements, automation, digital transformation, new products and services, and customer experience enhancements. The projects delivered a 2.5x return on investment in terms of productivity gains and cost savings. The fund also helped us to foster a culture of innovation and collaboration across our organization and our partner network.See More

Managing a high performing Vendor Sales team

I was the coach of a high-performing Vendor Sales team that was responsible for selling our products and services to various segments of EMEA markets. The team consisted of 120 TVCs (temporary, vendor or contract workers) who were managed by 8 Team Leads and 3 Operations Managers. My task was to work with the Sales Leadership teams to set the strategic objectives and direction for the team, as well as to oversee the day-to-day operations and performance of the TVCs. I also had to provide coaching, feedback, training and development opportunities for the TVCs and the Team Leads, and ensure compliance with our policies and standards. I collaborated with the Operations Managers and the Team Leads to define the sales targets, quotas, incentives, metrics and best practices for the team. I also developed and implemented a sales playbook that outlined the sales process, value proposition, customer segments, competitive analysis, objection handling and closing techniques. I conducted regular meetings and reviews with the Sales Leadership teams to monitor the progress and results of the team, and identify areas of improvement or opportunity. I also ensured that the TVCs adhered to our quality standards, ethical guidelines and compliance requirements. As a result of my coaching, the Vendor Sales team achieved and exceeded their sales targets consistently for 12 quarters in a row. The TVCs and the Team Leads reported increased confidence, motivation and engagement in their roles, as well as receiving awards from our senior management for their outstanding performance and professionalism.See More

Customer Success Manager for 50 top spending Google Ads advertisers

I was responsible for providing high touch support and managing relationships with a portfolio of 50 top spending Google Ads advertisers, including both Agencies and Direct clients. These advertisers represented some of the most strategic and complex accounts in our EMEA, with diverse and sophisticated advertising needs and goals. My task was to be their trusted technical advisor and take full ownership of their Customer Experience. I had to understand their business objectives, challenges and opportunities, and provide them with tailored solutions and recommendations to optimize their Google Ads campaigns and performance. I also had to ensure their satisfaction, retention and growth, as well as to resolve any issues or escalations that they might encounter. I established regular and proactive communication with my advertisers, using various channels such as phone, email, chat and video calls. I conducted thorough account audits and analyses, and presented them with customized reports and insights on their Google Ads performance, trends, benchmarks and best practices. I also provided them with strategic guidance and advice on how to leverage the full potential of Google Ads products and features.I also collaborated with other internal teams, such as Sales, Product, Engineering, Policy, etc., to advocate for my advertisers’ needs and feedback, and to ensure a seamless and consistent Customer Experience. As a result of my support and relationship management, my advertisers achieved significant improvements in their Google Ads performance and ROI, such as increased conversions, lower cost-per-acquisition, etc. They also expressed high levels of satisfaction and loyalty with Google Ads and with me as their technical advisor.See More

Work History

EMEA Vendor Manager

YoutubeNov 2020 - Present • 4 yrsI’m responsible for EMEA vendor operations working on YouTube products. My goal is to enable support for users and creators across channels, and ensure that user feedback flows to the right stakeholders and cultivates innovation.

EMEA Sales Operations Manager

GoogleJan 2017 - Nov 2020 • 3 yrs 11 mosBuild and mentor a Google Ads Sales team with more than 100 reps across Krakow and Dublin Engage in cross functional projects with the wider Google Marketing team to develop and implement our solution selling strategy @ scale for EMEA SMB businesses.

Customer Success Manager

GoogleSep 2015 - Dec 2016 • 1 yr 4 mos-Manage relationships with a portfolio of Top spending advertisers (B2B & B2C). -Trained 300 digital marketers via Hangout and in country events.

Google Ads Account Strategist

GoogleSep 2014 - Sep 2015 • 1 yr 1 mo-Deliver outstanding customer service experience to Google’s Advertisers. -Manage customer inquiries by phone, email, and/or live chat.

Education

Università degli Studi G. D'Annunzio di Chieti

Graduate Degree, Business Administration and ManagementSep 2011 - Dec 2013

University of Gdansk

Graduate Degree, Erasmus Exchange Program - ManagamentSep 2012 - Feb 2013

Università degli Studi "G.D'Annunzio" di Chieti

Bachelor's Degree, Business Administration and ManagementSep 2008 - Sep 2011

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