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Joan Enric Graells

@joanenricgraells

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Senior Account Manager looking for opportunities in the technological sector

Spain

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What I'm looking for

I'm looking for a job that lets me provide value to high-profile clients in order to increase turnover, create a bond, and achieve long-term retention.

Enthusiastic, results-oriented, and approachable, I am deeply passionate about building trust and creating bonds with clients and partners. That is why I have a solid record in managing worldwide B2B client accounts
After completing my Bachelor degree in Telecommunicacions engineering, I gained experience in IT, people management and business improvement, both in Spain and Northern Ireland. I have a Master degree in Business and Administration which provided me skills for strategic direction, marketing, sales direction, project management, among others. This makes me able to take better and faster decisions.
In addition, I am trilingual in Spanish, English and Catalan. I am open-minded and get used to work in multicultural environments.

Experience

Senior Account Manager & Head of IT

cia Canoa Quebrada

Jan 2016 - Oct 2023 (7 years 9 months)

Accountable for managing worldwide high level B2B accounts of textile exclusive brands such as Calvin Klein, Tommy Hilfiger, Timberland, Emporio Armani among others:

-Client Renewals for every fashion season (twice a year)
-Customer Success role to create a bond with all the clients and help them on daily basis
-Ensure a healthy pipeline worth millions of EUR
-B2B client acquisition

Customer Success Renewals Upselling Cross Selling B2B Sales

Team Manager

paypal

Apr 2013 - Oct 2015 (2 years 6 months)

Responsible for managing a multicultural team of fourteen professionals. We
provide an excellent customer experience (B2B and B2C) for the Scandinavian
and Polish markets. The members of the team come from those countries.
We give support to customers who wish to pay through their mobile phones.

Team Management KPI Tracking Customer Experience Team Building

Technical Advisor and Employee Consultant

Electronic Arts

Mar 2011 - Mar 2013 (2 years)

Troubleshooting incidents via telephone, email and chat about video games
technical issues for PC, console and MAC.
Discuss continuous business and innovation improvement ideas with
Board members.
Handling concerns affecting significant number of staff
with Human Resources and Board members.

Technical Support Video Games Customer Service

Customer Service Engineer

Dell EMC

Jan 2009 - Dec 2010 (1 year 11 months)

SAN (Storage Area Network) configuration for B2B customers.
- Troubleshooting resolution of incidents and upgrades (remotely and on site)
of storage area network machines and switches to customers all over Spain.
- Account Management: Responsible for performing arranged visits to customers
for loyalty purposes (88% CSAT customer satisfaction).
Lead a group of technicians as a level 2 engineer

Data Storage Networking VLANs Troubleshooting