MS Excel
FIONA CESIO
Team Leader Customer Success Manager
Berlin
Summary
Accomplished Team Leader in Customer Success, adept at cultivating strong client relationships, building high-performing teams, and driving cross-departmental collaboration to deliver exceptional results. Proven expertise in expanding markets across the U.S., Latin America, and the Caribbean, utilizing strategic insights to identify and capitalize on growth opportunities. Dedicated to connecting individuals with exceptional solutions that drive the advancement and growth of financial markets.
Overview
6
6
years of professional experience
21
21
years of post-secondary education
3
3
Languages
Work History
Team Leader Customer Success Manager
S&P Global Market Intelligence
Buenos Aires (remote)
01.2025 - Current
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Coordinated resources effectively to meet project deadlines and achieve desired results.
- Continue managing my own BOB for Latin America and the United States, overseeing a portfolio of 90 core and strategic accounts.
Senior Customer Success Manager
S&P Global Market Intelligence
Buenos Aires
12.2022 - 12.2024
- Responsible for account management (BOB: 124 accounts with AVC between USD 28.000 - USD 250.000) and trainings of both existing and newly onboarded clients utilizing S&P's Marketplace products.
- Focused on prioritizing the customer to drive long-term engagement, adoption, retention, and growth, while fostering relationships with financial institutions, investment banks, corporations, private equity firms, central banks, and academic institutions across the United States, Latin America, and Central America.
- Leveraged data analysis to identify growth opportunities, assess pipeline relevance, and meet business objectives, while minimizing churn by proactively addressing at-risk clients' needs.
- Optimized the customer journey by analyzing usage patterns and increased client retention through proactive outreach efforts and regular follow-up communications.
- Led onboarding for new team members, ensuring proficiency in CRM analytics, Salesforce, and S&P Marketplace, while offering mentorship and best practices to improve service delivery.
Client Services Associate
S&P Global Market Intelligence
Buenos Aires
05.2021 - 12.2022
- Trilingual client support for clients across Europe and the US for S&P Marketplace and Data-Intensive Excel models.
- Delivered high-quality training sessions to existing customers, contributing to the overall success of the Client Services team. Managed approximately 20 incoming calls and emails per day from customers
- Streamlined communication for improved efficiency, actively collaborating with cross-functional teams.
Senior Business Transformation Analyst
HSBC Bank
11.2018 - 05.2021
- Continuous improvement, coordination and monitoring of projects with specialization in money laundering prevention and onboarding of new customers, providing constant support to the commercial areas (Branches and Product Management) and control areas such as Risk Management, Business Financial Crime Risk and Compliance.
- Product Owner of the primary tool for Customer Due Diligence, focused on preventing money laundering for clients. Developed and managed comprehensive project roadmaps to ensure the successful execution and timely completion of key milestones within large-scale transformation initiatives
Junior Financial Services Consultant
Paradigma Sociedad De Soluciones
11.2018 - 10.2019
- Responsible for the planning, implementation, and monitoring of projects for Financial Institutions within the Latin American market.
- Support the restructuring and enhancement of processes, while preparing comprehensive management and business reports to support decision-making and strategic initiatives.
Education
Master of Science - Finance
Universidad Torcuato Di Tella
Buenos Aires 03.2020 - 07.2024
Bachelor of Economics -
Universidad Del CEMA
Buenos Aires 03.2014 - 03.2018
High School Diploma -
Goethe Schule
Buenos Aires 03.2001 - 12.2013
Software
Salesforce
CRM Analytics
Timeline
Team Leader Customer Success Manager
S&P Global Market Intelligence
01.2025 - Current
Senior Customer Success Manager
S&P Global Market Intelligence
12.2022 - 12.2024
Client Services Associate
S&P Global Market Intelligence
05.2021 - 12.2022
Master of Science - Finance
Universidad Torcuato Di Tella
03.2020 - 07.2024
Junior Financial Services Consultant
Paradigma Sociedad De Soluciones
11.2018 - 10.2019
Senior Business Transformation Analyst
HSBC Bank
11.2018 - 05.2021
Bachelor of Economics -
Universidad Del CEMA
03.2014 - 03.2018
High School Diploma -
Goethe Schule
03.2001 - 12.2013
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