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Santiago Olano

@santiagoolano

Account management and customer success at Outdoorsy and Airbnb; streamlined onboarding, rolled out HubSpot, and improved client operations.

Spain

Message

At Outdoorsy, I managed B2B accounts from onboarding through growth and led a HubSpot rollout across several departments, helping teams work from one source of truth. I also streamlined onboarding and adoption and worked with Sales and Marketing on account growth.

At Airbnb, I managed host accounts, streamlined onboarding, and created bilingual webinars and workshops. Now, as an independent consultant, I improve customer journeys and the operations behind them, including implementing HubSpot Help Desk for a fertility clinic and helping beandgo relaunch its bilingual website and sales process.

Experience

Work history, roles, and key accomplishments

Current

CRM & Customer Operations Consultant

Current

Independent

Jun 2024 - Present (2 years 5 months)

Provided CRM and customer operations consulting, improving a fertility clinic's response times and leading digital strategy for a consultancy. Built dashboards and redesigned customer journeys to reduce manual workload.

HubSpot CRM Customer Service Process Design Dashboarding Training Lead Nurturing Onboarding Retention Reactivation

Project & Process Manager · Sales Operations

Outdoorsy

Apr 2021 - May 2024 (3 years 1 month)

Managed B2B accounts and streamlined client onboarding with HubSpot automation. Led HubSpot rollout across departments and ran operations for the Integrated Marketing & Sales team.

HubSpot CRM Sales Operations Account Management Onboarding Automation Process Improvement Project Management

Host Onboarding & Account Management

Airbnb

Apr 2019 - Aug 2020 (1 year 4 months)

Managed a portfolio of 500 host accounts, delivering tailored recommendations to improve listing performance. Ranked 2nd of 17 on the team by streamlining the onboarding process and created bilingual webinars for 500 attendees.

Account Management Onboarding Webinars Training Customer Success Bilingual English Spanish Reactivation

Business Development Manager, Spain & Portugal

Listnride

Apr 2018 - Apr 2019 (1 year)

Converted leads into customers and supported them end to end through onboarding, consistently exceeding targets. Adapted the online user journey to the Spanish market and designed cycling community events.

Business Development Sales Onboarding Customer Success Market Adaptation Event Management