Alicia Duran

Details

Headline: CX & RETENTION MANAGER | STRATEGIC ACCOUNT GROWTH

Hospitality / Travel Tech Experience: YES

Language Proficiency: English, Spanish, German

Core Skills: Account Management, Client Retention, Competitive Analysis, Cross-functional Collaboration, Presentation Skills, Product Lifecycle Management, Project Planning and Execution

Soft Skills: Adaptability, Communication, Conflict Resolution, Creativity, Emotional Intelligence, Interpersonal Skills, Leadership, Problem-solving, Teamwork, Time Management

Skills

Customer Success Management
Client Onboarding
Account Management
B2B SaaS
Customer Retention
Churn Reduction
Key Account Growth
Strategic Partnerships
Stakeholder Management
Customer Experience CX
Process Optimisation
Operational Excellence
Escalation Management
Renewals and Expansion
Cross functional Collaboration
HubSpot CRM
Zendesk
Monday.com
SaaS Platforms
CRM Configuration
Workflow Automation
Ticketing Systems
Customer Support Tools
AI Tools for Productivity and Decision Making
Process Design
Onboarding Frameworks
Customer Enablement
Team Leadership
Coaching and Mentoring
Training Programme Design
Change Management
Crisis Management
Project Management
International Market Rollouts
Technical Troubleshooting
Data driven Decision Making
Revenue Growth
Account Expansion
Upselling and Cross selling
Commercial Strategy
Relationship Management
Customer Lifetime Value
Negotiation
Pipeline Collaboration with Sales
Travel Tech
E commerce

About

Customer Success and Onboarding Manager with proven experience leading end-to-end onboarding, enablement and adoption for B2B customers across international markets. Strong at translating complex technical products into clear, customer-ready solutions, aligning Sales, Product and Operations teams, and driving fast time-to-value. Known for building scalable onboarding processes that improve retention, satisfaction and long-term account growth. Fluent in Spanish, English and German