Casper de Francesca
Austin,TX
Summary
Professional in client relationship management with track record of enhancing customer satisfaction. Skilled in strategic planning and execution, resulting in improved customer engagement and loyalty. Reliable team collaborator, known for adapting to dynamic environments and achieving consistent results.
Overview
6
6
years of professional experience
Work History
Customer Success & Sales Manager
HAPPY GOLFERS
05.2023 - Current
- Served as the primary point of contact for a high-volume book of business, managing the post-sales journey, membership retention, and customer health for a diverse base of SMB and individual customers.
- 1-to-Many Account Management: Manage a high-velocity queue of customer interactions, successfully resolving 50–300 inquiries and touchpoints daily across Intercom, email, and direct channels.
- Retention & De-escalation: Act as the Tier-2 escalation point for the support team. Successfully de-escalate "red alert" churn risks—specifically regarding auto-renewal disputes—by using empathetic active listening to retain the business while maintaining policy integrity.
- Adoption & Onboarding: Create and distribute instructional video content and conduct 1-on-1 digital onboarding sessions to ensure customers fully utilize the platform’s various features.
- Revenue Growth: drive "Net Dollar Retention" (NDR) by identifying opportunities to upsell standard users into premium membership tiers during renewal conversations.
- Voice of the Customer: Aggregate customer feedback regarding the booking interface and membership value, relaying insights to leadership to improve the product roadmap.
- A tech-enabled, golf centric platform.
Project Manager & Business Development Associate
VER2 DIGITAL MEDICINE
01.2020 - 12.2024
- Managed relationships with enterprise stakeholders and SMB partners within the digital health ecosystem, ensuring project milestones were met on time and within scope.
- Collaborated with cross-functional teams to implement new digital workflows, requiring a deep understanding of how non-technical users adopt complex software.
- Supported the sales cycle by identifying pain points in potential clients' operations and presenting digital solutions to increase efficiency.
- A leading telemedicine and digital health service provider.
Jägarsoldat (Special Forces Training)
SWEDISH ARMED FORCES
07.2021 - 09.2021
- Selected for highly competitive elite training. Developed extreme resilience, discipline, and the ability to remain calm and resourceful under high-pressure scenarios—skills directly applicable to managing high-stakes customer escalations.
Sales Associate
DEVI
11.2020 - 02.2021
- Executed direct sales strategies and managed customer inquiries, building a foundation in relationship management and needs discovery.
Education
Bachelor of Business Administration - Finance
Austin Community College
Austin, Texas, USA05-2027
Skills
- Customer Success: 1-to-Many Portfolio Management, Churn Reduction, Onboarding & Adoption, Renewals & Upselling
- Tech Stack: Salesforce, Intercom, Crisp, Klaviyo, Shopify, Trello, MailChimp, ActiveCampaign, Sweetspot (Booking Software), Google Suite, MS Office
- Soft Skills: Conflict Resolution, SMB Empathy, Strategic Account Planning, Cross-Functional Communication
- CRM & Support: Salesforce, Intercom, Crisp, Custom CRMs
- Marketing & POS: Klaviyo, MailChimp, ActiveCampaign, Shopify
- Booking & Operations: Sweetspot, Personalkollen, Trello
Languages
English
Native or Bilingual
Swedish
Native or Bilingual
Norwegian
Professional Working
Danish
Limited Working
Interests
- Backpacking and Hiking
- Camping
- Artificial Intelligence (AI) and Machine Learning
- Golf
- Game Theory
Timeline
Customer Success & Sales Manager
HAPPY GOLFERS
05.2023 - Current
Jägarsoldat (Special Forces Training)
SWEDISH ARMED FORCES
07.2021 - 09.2021
Sales Associate
DEVI
11.2020 - 02.2021
Project Manager & Business Development Associate
VER2 DIGITAL MEDICINE
01.2020 - 12.2024
Bachelor of Business Administration - Finance
Austin Community College