Case studies / Facebook (Meta) in the Baltics
Ad platforms & brandsLed by Diana Gabrane-ZukovaJul 2019 to Nov 2020Riga, Latvia
Building Facebook revenue and customer success in the Baltics.
Httpool (now part of Aleph) officially represents ad platforms such as Meta, Snapchat and Spotify in markets where they have no local office, across more than 30 markets in Europe and Asia.
Result 0110+customer success team she built and managed
Result 0230+Httpool markets across Europe and Asia
Result 032 rolesSenior Customer Success Manager, then Country Lead
The challenge
Sell the platform and make it work for every client, across industries, budgets and markets.
The approach
As Senior Customer Success Manager (Jul 2019 to Jul 2020): shaped the Facebook customer success strategy and regional processes, and built and managed a team of 10+.
The outcome
Prevented churn by improving customer satisfaction, while upselling to grow revenue.
What Diana did
The work
- As Senior Customer Success Manager (Jul 2019 to Jul 2020): shaped the Facebook customer success strategy and regional processes, and built and managed a team of 10+.
- Gave clients technical support, joined sales demos and helped close deals.
- As Facebook Country Lead (Jul to Nov 2020): owned business development, sales, partnerships and customer success for the region.
- Mapped the market, found leads and led sales to grow Facebook revenue.
- Built partnerships between Httpool, Facebook, agencies and businesses.
- Worked with platform representatives across about 40 countries and reported on performance and sales.
Results
What it delivered
- Prevented churn by improving customer satisfaction, while upselling to grow revenue.
- Selling a platform and making it work for the client, two skills that rarely sit in one person.
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